> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thena.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Email

> Powerful, flexible email workflows—natively inside Thena.

Thena offers robust, native email integration that enables teams to manage, respond to,
and automate customer conversations directly from the platform—without ever leaving
the ticket view.

## Key features

<Accordion title="Default team email address" icon="envelope">
  Every workspace in Thena gets a default email address that can be used out of the
  box. No setup required. Share it with your customers, and any email sent to that
  address automatically creates a ticket.

  * Great for getting started quickly
  * Ideal for shared inboxes like support@ or info@
  * All replies stay threaded in one place
</Accordion>

<Accordion title="Connect your own custom domains" icon="globe">
  For a more branded and controlled experience, you can connect custom email
  domains to Thena.

  * Add one or multiple domains (e.g., [support@yourcompany.com](mailto:support@yourcompany.com))
  * DNS verification ensures domain ownership
  * Emails can be received and sent directly via your verified domain

  Each custom domain is fully configurable and can be managed from the Email
  settings page.
</Accordion>

<Accordion title="Flexible sender preferences" icon="user-gear">
  Once a custom domain is connected, you can personalize how emails appear to
  customers by choosing your sender identity:

  * Your profile name (e.g., Jane from Thena)
  * Profile name + custom sender name (e.g., Jane | Customer Support)
  * Custom sender name only (e.g., Thena Support)

  This gives you full control over how your communication is perceived—enterprise-
  grade, but still human.
</Accordion>

<Accordion title="Multiple teams, multiple emails" icon="users-gear">
  Each team can have:

  * Multiple connected domains
  * Multiple email addresses per domain
  * Different addresses for different workflows (e.g., billing@, escalations@,
    partnerships@)

  This lets large organizations manage email at scale with precision and clarity.
</Accordion>

<Accordion title="Email-to-ticket conversion" icon="envelope-circle-check">
  When a customer sends an email:

  * A ticket is created in Thena
  * The sender becomes the Requester
  * Cc and Bcc fields are captured where relevant
  * All email replies stay threaded under the ticket
  * Agents can reply directly from Thena

  Your inbox just got supercharged.
</Accordion>

<Accordion title="Email-based search" icon="magnifying-glass">
  Agents and managers can easily search tickets using email addresses. Whether
  you're tracking conversations from a specific domain or need to find a customer's
  message fast—email is a first-class citizen in Thena search.
</Accordion>

<Accordion title="Rich reply experience" icon="message-dots">
  Agents can reply to emails with:

  * Rich text formatting
  * File uploads and attachments
  * Inline threads and quoted messages
  * Full visibility into the original sender and recipients

  No need to switch tools. Everything you need is already here.
</Accordion>

<Accordion title="Collapse threads" icon="chevron-down">
  Keep your kanban view clean and organized by collapsing email threads:

  * Show only the main message in the kanban board
  * Collapse lengthy email threads to reduce visual clutter
  * Expand threads when you need to see the full conversation
  * Maintain context while keeping the interface clean

  Focus on what matters most without getting overwhelmed by thread noise.
</Accordion>

<Accordion title="Automation-ready" icon="wand-magic-sparkles">
  Thena lets you build automations and workflows based on the email source. You
  can:

  * Auto-route emails to specific teams
  * Trigger replies, escalations, or tagging based on content
  * Set up SLAs and alerts
  * Auto-close stale threads or follow up proactively

  Email becomes not just a channel—but a trigger for intelligent action.
</Accordion>

## Prerequisites

<Card>
  <div className="flex flex-col space-y-3">
    <div className="flex items-center">
      <div className="mr-3 text-blue-500">•</div>
      <div>Access to your domain's DNS settings (via GoDaddy, Cloudflare, AWS Route 53, etc.)</div>
    </div>

    <div className="flex items-center">
      <div className="mr-3 text-blue-500">•</div>
      <div>Admin access to your email provider (Gmail, Outlook, etc.)</div>
    </div>
  </div>
</Card>

## Setup guide

### Organization-level setup

<Steps>
  <Step title="Access email configuration">
    Go to Organization settings → Sources → Email → Manage connection.
  </Step>

  <Step title="Add your domain">
    Enter your domain name and click Add domain.
  </Step>

  <Step title="Configure DNS records">
    Thena will generate the necessary DNS records for your domain. You'll need to add these to your domain hosting provider:

    * Copy the TXT and CNAME values provided by Thena
    * Log in to your DNS provider (GoDaddy, Cloudflare, AWS Route 53, etc.)
    * Add the records exactly as shown in Thena

    <Note>
      Depending on your DNS provider, you may need to remove your domain name from the hostname when copying from Thena. For example, if your domain is yourdomain.com, use `pm.bounces` instead of `pm.bounces.yourdomain.com`.
    </Note>
  </Step>

  <Step title="Verify domain">
    Once you've added the DNS records, click "Verify" in Thena. The system will check if the records have been properly configured.

    DNS changes can take up to 24-48 hours to propagate, though they often take effect much sooner.
  </Step>
</Steps>

### Team-level setup

<Steps>
  <Step title="Set up team email address">
    Once your domain is verified at the organization level, you can set up custom email addresses for each team.
  </Step>

  <Step title="Configure sender preferences">
    Choose how emails will appear to your customers by selecting a sender identity option:

    * Your profile name (e.g., Jane)
    * Profile name + custom sender name (e.g., Jane | Thena Support)
    * Custom sender name only (e.g., Thena Support)
  </Step>

  <Step title="Configure email forwarding">
    For each team email address (e.g., [support@yourdomain.com](mailto:support@yourdomain.com)):

    * Copy the forwarding email address provided by Thena
    * Go to your email provider settings
    * Add a forwarding rule to send emails to the Thena provided address
  </Step>

  <Step title="Confirm forwarding">
    * You'll receive a confirmation email from your provider—click **Confirm** in that message.
    * Return to your email-forwarding settings and paste the forwarding address again.
    * Choose how you want forwarded emails **handled** in your inbox.
  </Step>

  <Step title="Complete setup in Thena">
    Return to Thena and click "Verify" to complete the setup process.
  </Step>
</Steps>

### DNS provider-specific instructions

<AccordionGroup>
  <Accordion title="Cloudflare" icon="cloud">
    To add DNS records in Cloudflare:

    1. Log in to your Cloudflare account
    2. Select your domain from the dashboard
    3. Navigate to the **DNS** tab
    4. Click **Add record**
    5. For each record provided by Thena:
       * Select the record type (TXT or CNAME)
       * Enter the hostname (without your domain name)
       * Enter the value provided by Thena
       * Toggle the proxy status to **DNS only** (gray cloud)
       * Click **Save**

    <Note>
      In Cloudflare, when entering the hostname, you only need the subdomain portion without your domain name. For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in Cloudflare.
    </Note>

    <Warning>
      For email-related DNS records, always set the proxy status to **DNS only** (gray cloud) rather than proxied (orange cloud) to ensure proper email delivery.
    </Warning>
  </Accordion>

  <Accordion title="GoDaddy" icon="server">
    To add DNS records in GoDaddy:

    1. Log in to your GoDaddy account
    2. Navigate to **My Products** → Select your domain → **DNS**
    3. Scroll down to the **Records** section
    4. For each record provided by Thena:
       * Click **Add** button
       * Select the record type (TXT or CNAME)
       * Enter the hostname (usually just the subdomain portion)
       * Enter the value provided by Thena
       * Set TTL to 1 Hour (or as recommended)
       * Click **Save**

    <Note>
      GoDaddy's interface typically shows the hostname field as "Name" or "Host". You'll usually only need to enter the subdomain portion (e.g., `pm.bounces`). If you're unsure, try entering the hostname without your domain and check the preview that GoDaddy shows.
    </Note>
  </Accordion>

  <Accordion title="Google (Squarespace)" icon="google">
    To add DNS records in Squarespace:

    1. Log in to your Squarespace account
    2. Navigate to **Settings** → **Domains** → Select your domain
    3. Scroll down to **DNS Settings**
    4. For each record provided by Thena:
       * Click **Add** → Select the record type (TXT or CNAME)
       * Enter the hostname (without your domain name)
       * Enter the value provided by Thena
       * Click **Save**

    <Warning>
      In Squarespace, the domain name is automatically appended to the hostname field. When copying hostnames from Thena, remove your domain name from the end.

      For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in the Squarespace hostname field.
    </Warning>
  </Accordion>

  <Accordion title="AWS Route 53" icon="aws">
    To add DNS records in AWS Route 53:

    1. Log in to the AWS Management Console
    2. Navigate to **Route 53** → **Hosted zones** → Select your domain
    3. Click **Create record**
    4. For each record provided by Thena:
       * Select the record type (TXT or CNAME)
       * Enter the hostname (without your domain name)
       * Enter the value provided by Thena
       * Keep TTL as default (or set to 300 seconds)
       * Click **Create records**

    <Warning>
      In Route 53, the domain name is automatically appended to the hostname field. When copying hostnames from Thena, remove your domain name from the end.

      For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in the Route 53 hostname field.
    </Warning>
  </Accordion>

  <Accordion title="Namecheap" icon="tag">
    To add DNS records in Namecheap:

    1. Log in to your Namecheap account
    2. Go to **Domain List** and click **Manage** next to your domain
    3. Navigate to the **Advanced DNS** tab
    4. For each record provided by Thena:
       * Click **Add New Record**
       * Select the record type (TXT or CNAME)
       * For TXT records: Enter the hostname in the "Host" field (without your domain name)
       * For CNAME records: Enter the subdomain in the "Host" field
       * Enter the value provided by Thena in the "Value" field
       * Set TTL to "Automatic" or 1 Hour
       * Click the checkmark to save

    <Note>
      In Namecheap, you only need to enter the subdomain portion in the "Host" field. For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in Namecheap.
    </Note>
  </Accordion>

  <Accordion title="Vercel" icon="code">
    To add DNS records in Vercel:

    1. Log in to your Vercel dashboard
    2. Select your project or team
    3. Go to **Settings** → **Domains**
    4. Select the domain you want to configure
    5. Navigate to the **DNS Records** tab
    6. Click **Add** for each record provided by Thena:
       * Select the record type (TXT or CNAME)
       * Enter the hostname (without your domain name) in the "Name" field
       * Enter the value provided by Thena
       * Set TTL to 86400 (default)
       * Click **Add**

    <Note>
      In Vercel, when entering the hostname in the "Name" field, you only need the subdomain portion without your domain name. For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in the Name field.
    </Note>
  </Accordion>

  <Accordion title="Hostinger" icon="globe">
    To add DNS records in Hostinger:

    1. Log in to your Hostinger control panel (hPanel)
    2. Go to **Domains** → Select your domain
    3. Click on **DNS / Nameservers**
    4. Scroll down to the **DNS Records** section
    5. For each record provided by Thena:
       * Click **Add Record**
       * Select the record type (TXT or CNAME)
       * Enter the hostname (without your domain name) in the "Name" field
       * For TXT records: Enter the value provided by Thena in the "TXT Value" field
       * For CNAME records: Enter the value provided by Thena in the "Target" field
       * Set TTL to 14400 (default) or 3600
       * Click **Save**

    <Note>
      In Hostinger, you only need to enter the subdomain portion in the "Name" field. For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in Hostinger.
    </Note>
  </Accordion>

  <Accordion title="IONOS" icon="database">
    To add DNS records in IONOS:

    1. Log in to your IONOS account
    2. Navigate to **Domains & SSL** → Select your domain
    3. Click on **DNS** in the left sidebar
    4. For each record provided by Thena:
       * Click **Add Record**
       * Select the record type (TXT or CNAME)
       * For the prefix field, enter the subdomain portion of the hostname
       * Enter the value provided by Thena
       * Set TTL to 3600 seconds (1 hour)
       * Click **Save**

    <Note>
      In IONOS, the domain name is automatically appended to the prefix field. When copying hostnames from Thena, remove your domain name from the end. For example, if Thena shows `pm.bounces.yourdomain.com`, only enter `pm.bounces` in the prefix field.
    </Note>
  </Accordion>
</AccordionGroup>

### Email provider-specific instructions

<AccordionGroup>
  <Accordion title="Gmail setup instructions" icon="envelope">
    To set up email forwarding in Gmail:

    1. Navigate to Gmail settings
    2. Go to "See all settings" → "Forwarding and POP/IMAP"
    3. Click "Add a forwarding address" and enter the Thena provided address
    4. Gmail will send a verification email that you'll need to authorize
    5. Return to the "Forwarding and POP/IMAP" tab and add the address again
    6. Choose how you want forwarded mail handled in your inbox

    <Note>
      If you're using Google Workspace, you may need administrator permissions to set up forwarding or to allow forwarding to external domains.
    </Note>
  </Accordion>

  <Accordion title="Google Group Email" icon="google">
    To use a Google Group email (e.g., [support@yourdomain.com](mailto:support@yourdomain.com)) with Thena:

    1. Log in to your Google Workspace admin account
    2. Navigate to **Groups** → Select your target group or create a new one
    3. Click on **Group settings**
    4. Under General → Allow external members, select People outside the organization can be members as Yes
    5. Under Allow external members, ensure the following minimum permissions are set:
       * **Who can view conversations**: Group members
       * **Who can post**: Anyone on the web (for receiving external emails)
       * **Who can view members**: Group managers
    6. Under **Posting policies**, ensure:
       * **Allow email posting** is checked
       * **Allow web posting** is checked
       * **Message moderation** is set to "None" or appropriate for your needs
    7. Save changes
    8. Click **Members** in the left sidebar
    9. Click **Add members** at the top
    10. Enter the Thena-provided email address that was given during team setup
    11. Set the member role as "Member" (not "Manager" or "Owner")
    12. Click **Add**

    <Note>
      When using a Google Group, you don't need to set up separate email forwarding rules. Adding the Thena-provided email as a member of the group automatically forwards all group emails to Thena.
    </Note>

    <Warning>
      Ensure your Google Workspace admin settings allow external forwarding. Go to **Apps** → **Google Workspace** → **Gmail** → **Routing** and verify that "Allow users to automatically forward messages to addresses outside this organization" is enabled.
    </Warning>
  </Accordion>

  <Accordion title="Outlook setup instructions" icon="envelope">
    To set up email forwarding in Outlook:

    1. Navigate to Admin Panel → Click Show All → Select Exchange
    2. Navigate to Mail flow → Click Rules → Add a Rule
    3. In Set rule conditions, enter a name for the rule
    4. Apply this rule if "The recipient" → is this person [support@yourdomain.com](mailto:support@yourdomain.com)
    5. Redirect the message to → is this person \[Thena-provided address]
    6. Click Next → Set Rule Settings → Next → Review and Finish
    7. Enable the rule by clicking on it in the Rules page

    <Note>
      You may need to whitelist Thena's domain and enable auto-forwarding to external domains in your organization's security settings.
    </Note>
  </Accordion>
</AccordionGroup>

## Summary

<Card>
  <div className="flex items-center mb-4">
    <div className="text-[#FF4D4F] mr-2">
      <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" strokeWidth="2" strokeLinecap="round" strokeLinejoin="round">
        <rect width="20" height="16" x="2" y="4" rx="2" />

        <path d="m22 7-8.97 5.7a1.94 1.94 0 0 1-2.06 0L2 7" />
      </svg>
    </div>

    <h3 className="text-lg font-semibold m-0">Email that works for modern support teams</h3>
  </div>

  <div className="mt-2">
    Thena's email integration transforms legacy communication into a modern, structured workflow—fully embedded in your ticketing and customer support operations.
  </div>

  <div className="grid grid-cols-2 gap-3 mt-4">
    <div className="flex">
      <div className="flex-shrink-0 w-5 h-5 bg-green-500 rounded-full flex items-center justify-center mt-1.5">
        <span className="text-white text-xs">✓</span>
      </div>

      <div className="ml-2">
        <span className="font-medium">Works out of the box</span>
        <p className="text-sm text-gray-600 dark:text-gray-300 mt-0">No complex setup required</p>
      </div>
    </div>

    <div className="flex">
      <div className="flex-shrink-0 w-5 h-5 bg-green-500 rounded-full flex items-center justify-center mt-1.5">
        <span className="text-white text-xs">✓</span>
      </div>

      <div className="ml-2">
        <span className="font-medium">Scales with custom domains</span>
        <p className="text-sm text-gray-600 dark:text-gray-300 mt-0">Brand your communications</p>
      </div>
    </div>

    <div className="flex">
      <div className="flex-shrink-0 w-5 h-5 bg-green-500 rounded-full flex items-center justify-center mt-1.5">
        <span className="text-white text-xs">✓</span>
      </div>

      <div className="ml-2">
        <span className="font-medium">Powered by smart workflows</span>
        <p className="text-sm text-gray-600 dark:text-gray-300 mt-0">Automate routine tasks</p>
      </div>
    </div>

    <div className="flex">
      <div className="flex-shrink-0 w-5 h-5 bg-green-500 rounded-full flex items-center justify-center mt-1.5">
        <span className="text-white text-xs">✓</span>
      </div>

      <div className="ml-2">
        <span className="font-medium">Seamless across teams</span>
        <p className="text-sm text-gray-600 dark:text-gray-300 mt-0">Collaborate without friction</p>
      </div>
    </div>
  </div>
</Card>