Inbound email → CRM

Inbound mail is received by Amazon SES, published through SNS to Limnn, and ingested into the right mailbox. For shared role mailboxes, mail that lands in INBOX can also be routed into the CRM automatically.

The inbound path

1. 1Your domain MX record points to the SES inbound endpoint for your region (inbound-smtp).
2. 2SES applies a receipt rule and publishes the message through SNS.
3. 3SNS calls Limnn at the inbound webhook.
4. 4Limnn verifies and ingests the message into the destination mailbox and threads it.
5. 5If the mailbox is a shared role inbox and the message hits INBOX, routing to the CRM runs.

POST /api/mail/inbound
MX  yourcompany.com  10 inbound-smtp.<region>.amazonaws.com

Role-inbox routing

Routing is handled by routeRoleInboxToCrm and depends on the address the mail was sent to.

• sales@ becomes a Lead in Sales, matched to an existing contact or company when possible.
• Other role addresses, such as support@, become a Ticket in Support.
• Replies from a known contact attach to that contact and any related deal or open ticket.
• Mail that does not reach INBOX (for example spam-filtered) is not routed.

Set up a shared inbox that feeds the CRM

1. 1In /mail/admin, confirm the domain is verified and inbound MX is published.
2. 2Create a shared mailbox for the role, such as sales or support.
3. 3Add the team members who will work it.
4. 4Send a test message from an outside address and confirm a Lead or Ticket appears.
5. 5Refine assignment rules in Sales or Support so new items reach the right owner.