Email channels

This guide helps a workspace admin add email as a conversation channel.

Quick actions

What email channels do

• Customers write from a normal email client. They do not need a Landed account or the widget.
• Each email channel is a customer-facing address. A workspace can have more than one.
• The first address you create becomes the fallback channel. Fallback is only used when Landed needs a default address; conversations still stay on the address the customer wrote to.
• Admins reply from Inbox. The visible name is the replying admin. The From address stays the email channel.

Hosted email channel

Use a Landed-provided address on m.landed.so when you want to start without DNS.

1. Open Settings → Email channels, or complete the email step during onboarding.
2. Review the proposed local part and edit it if you want a different name.
3. Click Create email channel. The address is reserved only when you confirm.
4. The hosted email channel becomes Active immediately.

Hosted addresses are unique across Landed. Retired hosted addresses stay reserved so old mail cannot move to another workspace.

Custom email channel

Use a workspace-owned address such as support@acme.com when customers already know that address.

1. Create a custom email channel in Settings → Email channels.
2. Redirect (preferred) or forward that mailbox to the Landed destination shown in setup. Redirect keeps the original sender and thread.
3. Add the outbound DNS records Landed shows so replies can send from your domain.
4. Click Retry verification. The channel stays in pending setup until inbound redirect and outbound authentication both pass.

Do not point your domain MX at Landed. This setup only routes the connected address and leaves the rest of the domain’s mail with your current provider.

Personal Gmail, Outlook, Yahoo, and similar personal mailboxes are not supported.

Sender identity and signatures

• Replies send from the email channel that received the conversation.
• The visible sender name is the admin who replies.
• Customers reply using ordinary Re: subjects. Landed does not put conversation IDs or routing tokens in the subject or display name.
• Signatures are optional. If you save a channel signature in settings, Landed inserts it into the composer as editable body text. You can delete it before sending.

What customers experience

• A first email creates a conversation in Inbox.
• A reply in the same email thread continues that conversation.
• A separate email with no reliable thread relationship starts a new conversation.
• Copied people stay on the thread as recipients. They become participants only after they send a message.
• Attachments that Landed can store appear on the conversation. Unsafe or unavailable files do not hide the email body.

Limitations

• Email channels are for support conversations, not marketing, newsletters, or bulk send.
• Admins cannot start a brand-new outbound conversation from Inbox in this release. Reply to inbound email threads.
• Landed does not connect personal admin mailboxes or send from a personal address.
• Automated-looking mail (out-of-office, bounce-like, failed authentication) is kept as a conversation message. Use Mark as spam when a thread should be closed as spam.
• Attachment size is limited to 24 MB per file and 24 MB combined so encoded delivery stays under the email provider cap.

Next step

Use email channel troubleshooting if setup or delivery is not working as expected.