Email Addresses and Where Mail Lands How the inbound email system works, how to create an address, and the two-address model behind the scenes.

Operations, Setup, Email and Domains. Create addresses that receive mail and file it into the right area, so a shared mailbox becomes a shared queue with an owner. You need the internal operations capability.

The Model

There are two addresses for every alias, and understanding the split explains everything else on this surface.

The customer-facing address is what people see and type. If you have connected your own domain, it is on your domain - support@yourcompany.com. Your brand, your domain.

The technical address is where mail physically has to arrive for the platform to receive it. It is a flat address on the platform's inbound domain, shaped <your-subdomain>__<alias>@in.nearsync.tech.

Customers never see the technical address. Mail sent to your branded address is forwarded by your existing mail provider to the technical one, which the platform receives and routes.

If you have not connected a domain, addresses fall back to a platform subdomain shape. Everything works; it just is not branded.

Two Kinds Of Alias

HQ inbox routes mail into a department's area - Sales, Support, Finance and so on.

Board inbox routes mail into a specific board, so a custom board can receive mail directly.

Creating An Address

1. Choose the area the mail should land in. Each carries a suggested local part - Sales suggests sales, People suggests careers, Support suggests support, Finance suggests billing, Marketing suggests marketing, Projects suggests projects, Web suggests web, Documents suggests docs, Operations suggests ops.
2. Set the local part - the bit before the @. Take the suggestion unless you have a reason.
3. Save. The full address is shown, along with the technical forward target to copy into your mail provider.

Local parts must start and end with a letter or number, may contain dots, plus signs and hyphens in between, and are lower case. Up to 64 characters.

Choosing The Local Part

The address goes on invoices, in signatures and on your website, so it is permanent in practice.

• Name the function, not the person. accounts@ outlives sarah@.
• Keep it short and typeable. People write these from memory.
• One address per queue. Two addresses feeding one queue is maintenance with no benefit.
• Avoid plus signs and dots even though they are allowed. They survive worse in the wild - handwritten on a form, read over a phone.

Who Owns An Inbox

Each area's inbox has an owner, and the owner is the department's manager, taken from your department structure. This is not set separately here - fix the department's manager and the inbox ownership follows.

An inbox with no owner is the failure that hurts. Mail arrives, routes correctly, and sits in a queue with nobody accountable for it.

Before You Publish An Address

1. Create the alias.
2. Set up forwarding at your mail provider, using the technical address shown.
3. Send a test from an outside account - not from your own domain, which can take a shortcut and prove nothing.
4. Confirm it arrives in the area you routed it to.
5. Confirm the department has a manager, so the queue has an owner.
6. Then publish it.

Removing An Address

Deleting an alias revokes routing immediately. Mail sent afterwards does not arrive and does not fall back to anyone.

Common Questions

Mail is not arriving. Check in this order: forwarding is configured at your provider, the forward target matches the technical address exactly, the domain is verified, and the alias still exists.

Can one address feed two areas? No. One alias, one destination.

Can I see if an address is being used? The alias list shows when each was last used. An alias that has never been used is either not published or not forwarding.

Is this how I send mail? No. This receives. Sending from your own address inside the platform is set up in your account settings under Connections.