How do I set up my support email?

You can connect a support email to Pylon via forwarding by following these instructions. Pylon supports Gmail (including Google Groups), Outlook / Microsoft 365 (including shared mailboxes and groups), and generic email clients via forwarding.

How to set up your support email in Pylon

1. In Pylon, go to Integrations and filter to the Email category (or open the Email integrations page directly). Select the provider you want to use.

2. Click + Add Email and follow the prompts to add the email you're connecting. You'll be redirected to a settings page for the email once it's connected.

3. On that settings page, find the forwarding address under Incoming emails and save it for a later step. It will look like xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx@parse.usepylon.com.

4. (Optional) When you reply, you probably want it to appear as if you're replying from the email you just added. To enable this, scroll to the Outgoing emails section and turn on the Customize outgoing domain toggle. This displays the DNS records you need to add. Hand these to an engineer on your team, they'll know what to do.

How to set up forwarding from the provider side

The exact steps depend on your email provider. Detailed instructions for Google Workspace are below. For Outlook / Microsoft 365, we recommend following Microsoft's documentation for setting up forwarding on a shared mailbox or Microsoft 365 Group, using the parse.usepylon.com address from the previous step as the destination.

Google

1. You must be a Google Workspace Admin to set up email forwarding. If you are not an admin, please send this article to an Admin so they can set it up, or send them this article so they can give you the necessary access.

   You cannot set up email forwarding with normal Google Group forwarding. There are subtleties in how Google changes the headers that cause downstream data hygiene issues.

2. Visit admin.google.com. In the left navbar click Apps > Google Workspace > Gmail. Scroll to the bottom and click Routing to go to the routing config page. Do NOT click on Default Routing.

3. Scroll down to Email forwarding using recipient address map and add a new email rule. Give it a title, add your support email in the Address field and the parse.usepylon.com email in Map to Address. Scroll down and check Also route to original destination. Save it.

   

Outlook / Microsoft 365

Forwarding setup varies based on whether you're using a shared mailbox, a Microsoft 365 Group, or an individual mailbox. Follow Microsoft's documentation for your setup and forward to the @parse.usepylon.com address from your Pylon email settings. Make sure the forwarding rule preserves the original recipient so Pylon can thread incoming messages correctly.

Testing the email setup

After setting up on both the Pylon and email provider side, verify your setup by testing forwarding:

1. Navigate back to your email settings page in Pylon.

2. Click Test forwarding (either from inside the settings page or from the three-dot menu next to the email). If everything is set up correctly, this sends a test email to your email group and forwards it into Pylon.

You now have emails forwarding into Pylon.