How it works

Sending and receiving emails in Productlane enables you to reply to incoming support queries, feature requests, and bug reports. If you reply to a customer, it will be from your support email address, with the name of the user logged into Productlane. How it looks:

Sender: Raphael (Productlane)

Email: [email protected]

Note: You can set up only one email inbox per workspace.

How to set up your email inbox

1. Navigate to Productlane settings
   Below Workspace, you will find the Email Inbox, or click here to open the settings.

2. Choose your primary email
   Customers can contact you at this address, and outgoing emails will be sent from this address.

3. Enable email forwarding to receive emails
   To receive emails, you need to forward emails from your primary email to our special inbound address. Check the box for I have added forwarding and press Save and continue. How to set up email forwarding

4. Add DNS records to enable sending emails
   To enable Productlane to send emails on your behalf you will need to verify your domain with us. Doing so will also assure email clients that emails are sent with your permission. After adding the DNS records to your domain, press Verify DNS records.

5. Final step: enable emails
   Click Enable emails and start using Productlane as your shared email inbox for customer support.

Email recipients in threads

Every email in a thread displays its To, CC, and BCC recipients directly below the sender. This makes it easy to see at a glance who received each message — whether it was a direct reply, a forwarded email, or a message with multiple people copied.

When the recipient list is long, it collapses to a single line. Click the expand arrow to reveal the full list.

Threads with multiple contacts

When multiple external people are involved in the same email thread, Productlane automatically updates the thread's contact to the person who sent the most recent inbound reply. This means the inbox overview always reflects who actually wrote the latest message — not just whoever started the conversation.

If the new sender doesn't exist as a contact in your workspace yet, Productlane creates one automatically.

This keeps your inbox accurate when conversations include CCs, forwards, or hand-offs between people on the customer side.