Support Inbox

The Support Inbox turns any mailbox into a shared help desk inside Growth. Inbound emails land in Support, replies are sent through your organization's sending application, and every outbound message is tracked for delivery and opens. Senders are linked to the email CRM automatically.

Inbound paths

An organization receives support email through one of two paths. Pick the one that matches your sending stack.

Webhook inbound is only available for Resend and Brevo. A self-hosted Stalwart server, a plain SMTP provider, or any other mailbox receives through IMAP. In both cases, delivery and open tracking on your replies works regardless of the provider.

IMAP polling

Growth polls the mailbox every 15 minutes (use Refresh on the inbox for an immediate check). Imported messages are marked as read in the mailbox, so use a dedicated support mailbox.

Enter the host, port 993, the full mailbox address as username, and the password (stored encrypted). Examples:

The IMAP host must be publicly resolvable. Private IP ranges and localhost are rejected as an SSRF safeguard, so a self-hosted Stalwart server must be reachable through a public hostname, not its LAN IP.

Messages larger than 5 MB are marked read without being imported; they stay readable in the mail client.

Resend or Brevo inbound webhook

First connect a Resend or Brevo sending application in Email marketing → Settings. Then, in Support → Settings → Receive emails (inbound):

1. At your provider, add a receiving domain (MX records) for the domain of your support address — Resend: Domains → Enable Receiving; Brevo: Inbound parsing setup.
2. Point the provider's inbound webhook to the per-connection URL shown on the card — Resend: a webhook subscribed to email.received; Brevo: the inbound parsing webhook URL with ?secret=YOUR_SECRET appended.
3. Store the webhook secret on that connection in Email marketing → Settings (Resend: the svix signing secret; Brevo: the secret you chose in the URL).

If several connections can receive on the same address, pick one in the inbound selector to ignore emails arriving on the others.

Attachments

Inbound attachments are preserved: files are uploaded to R2 and inline cid: images are rewritten so they render in the thread.

Replies can carry up to 5 attachments of 8 MB each. Attachments are sent by Resend, Brevo, and SMTP sending applications (including Stalwart, which downloads them from R2 and embeds them because its transport blocks URL access). Amazon SES rejects attachments explicitly rather than dropping them silently, and there is no silent platform fallback when files are attached.

Reply tracking

Each reply records an emailSends row, so the thread shows Sent → Delivered → Opened, or Bounced, per outbound message:

• Opens use the self-hosted tracking pixel and work with every provider.
• Delivered / Bounced come from the provider's webhook. Resend and Brevo report these automatically; a self-hosted Stalwart server needs the delivery webhook described in the Email Marketing Infrastructure guide. Without it you still get Sent and Opened, but never Delivered.

Reply links are left unrewritten so support replies stay clean.

Reply composer

Replies are written in the shared rich blocks editor — bold, links, colors, image paste-upload, variables, and / blocks — the same editor used for marketing emails. A reply template can wrap the rich content, and the plain-text version is kept for the thread view.

A Draft with AI action generates a suggested reply from the thread and your project knowledge (set in Settings). AI-drafted messages are labelled as such in the thread.

CRM linking

Inbound email from an unknown sender auto-creates an email contact with source support, tagged support. The conversation header shows every tag on the sender's contact, so support context and marketing segments stay connected.

Settings reference

Configure these in Support → Settings: