KarmaFlow receives email at addresses on its own system domain, sys.karmaflow.ai. To capture mail sent to your own addresses — support@yourcompany.com, a teammate's mailbox, a shared alias — you point that address at a KarmaFlow ingest address using your mail provider's own tools. Nothing changes about your MX records, and external senders never see the KarmaFlow address.
This guide covers both destinations and both major providers.
flowchart LR
A[Sender emails<br/>support@yourcompany.com] --> B[Your mail provider<br/>Google Workspace / Microsoft 365]
B --> C{Group, list, or<br/>routing rule}
C --> D[Tenant ingest address<br/>CRM timeline]
C --> E[Group inbox address<br/>shared thread list]
The mechanism is the same; only the address you point at differs.
| Destination | Address shape | What happens to the mail |
|---|---|---|
| CRM timeline | <tenantId>@sys.karmaflow.ai |
Sender is matched to a contact (a contact — and a company, by domain — is created if new), and the message appears on that record's timeline |
| Group inbox | <inboxId>.<tenantId>@sys.karmaflow.ai |
The message lands in that inbox's shared, threaded list |
| Helpdesk | helpdesk.<tenantId>@sys.karmaflow.ai |
A ticket is opened; replies thread onto the existing ticket |
You can use more than one, but see Sending the same address to two destinations before pointing a single address at two of them.
agents:mail:read), which is what puts Group Inboxes in your CRM menu (under Daily work).Go to Tenant Settings → Email Sending (/settings/email) and find the Inbound ingest address card. Copy the address shown.
The same address doubles as a BCC target: BCC it on outbound mail from your own mailbox and the conversation is logged against the recipient's contact. No prefix or special formatting needed.
Go to CRM → Daily work → Group Inboxes, open the inbox you want (or click Create Inbox to make one). The address is in the header, under the inbox name, with a Registered badge beside it.
Registered means KarmaFlow has set up the mail route and the address is ready to receive. If it reads Not Registered — Register now, click it once and confirm the badge flips before continuing.
Each inbox has its own address, generated when the inbox is created — always copy it rather than composing it by hand.
Pick the pattern that matches what you're routing.
If the address is a shared one (support@, sales@) — use a Google Group. External senders only ever see your domain, and you can add people alongside KarmaFlow.
If the address is an existing person's mailbox (cam@yourcompany.com) — use a routing rule instead. A Group can't take over an address that already belongs to a user, and you want the person to keep receiving their mail normally.
Use "Add more recipients", not "Change envelope recipient". The first delivers to both the person and KarmaFlow. The second redirects the mail away from their mailbox entirely.
If the address is a shared one — use a distribution list or Microsoft 365 group.
If the address is an existing person's mailbox — use a mail flow rule, which is the Exchange equivalent of Google's routing rule.
Provider consoles change their menu wording from time to time. If a label here doesn't match what you see, look for the equivalent concept — a group/distribution list whose members include an external address, or a routing/mail-flow rule that adds a recipient.
Most hosted mail platforms (cPanel, Fastmail, DirectAdmin, and similar) offer Aliases or Forwarders: set the source to your public address and the destination to the ingest address, adding a second destination if you also want a local copy. KarmaFlow's Tenant Settings → Email Sending page carries the same provider list with these steps built in.
Send a message from an outside account to the address you just configured, then check the destination:
Rules can take a few minutes to apply after saving, so if nothing arrives immediately, wait and send a second test before troubleshooting.
Nothing arrives at all. Check the group-inbox address shows Registered. Then confirm your provider rule targets inbound mail and that the ingest address is spelled exactly as copied — both halves of a group inbox address are long identifiers and a single wrong character routes nowhere.
Mail arrives for internal senders but not external ones. On Microsoft 365 this is almost always Delivery management still set to internal senders only. On Google, check Who can post on the group.
The message arrives but looks like it came from your own domain. That's expected with forwarding and routing rules — your provider is the sending server for the copy. KarmaFlow reads the original sender from the message headers, so contact matching still works.
Replies aren't threading. Threading uses the message's own headers. A rule that rewrites the subject line or strips headers can break it; prefer adding a recipient over modifying the message.
Attachments. A group inbox stores attachments from inbound mail. The CRM timeline path does not currently capture attachment files — if attachments matter for a given address, route it to a group inbox.
Sending the same address to two destinations. If you point one address at both the CRM ingest address and a group inbox address, the same message is delivered twice and the two ingest paths can de-duplicate against each other, so a message may appear in only one of the two. If you want an address captured in both places, test it deliberately and check both destinations, or use a tagged variant (cam+inbox@yourcompany.com) for the second route so the two flows never share a message.
Nothing changes about your MX records. Your provider keeps handling mail for your domain exactly as before. sys.karmaflow.ai is a separate domain that KarmaFlow operates; your provider simply hands it a copy.