Email Collector

Email Collector is a data source that captures customer feedback arriving by email and brings it into the platform as structured, analysable data. Instead of letting valuable comments sit unread in an inbox, you forward them to a dedicated address — and they show up alongside the rest of your customer-experience data, ready to review and analyse.

Email Collector is an admin-only feature, scoped to your organization. You only ever see and manage your own organization's data. Inside the source you'll find three areas: Reporting and Import under Analytics & Data, and Settings under Configuration.

What you can do

Key concepts

A few ideas show up throughout Email Collector. Once they click, everything else is easy to follow.

Forwarding address

While the source is active, your organization is given a unique inbound forwarding address. This is the destination you send emails to. It's read-only and provisioned automatically — you simply copy it and point your mail provider at it. You can find it any time in Settings.

Ingestion vs import

There are two ways email reaches the platform. Ingestion is the live path: emails you (or your mail provider) forward to the address arrive continuously, in real time. Import is the batch path: you upload historical or one-off emails by hand. Both end up in the same place — your Reporting view — so you can analyse new and old feedback together.

Expected sender

You can optionally set an expected sender to restrict collection to a single sender address — handy when only one support tool should be forwarding to you. Leave it blank and the source accepts forwarded messages from anyone.

Activation

Activation is what makes everything work. While the source is active, the forwarding address is live, import panels are enabled, and messages flow into Reporting. While it's inactive, importing is paused. Activation is managed in the Admin Panel.

Once your feedback is flowing in, head to Insights to analyse it alongside the rest of your customer-experience data.