Setup guide
Email setup for your HelpMesh workspace
Three addresses, three jobs. Here's exactly which address handles outbound replies, which one catches customer replies, and which one accepts brand-new emails.
The three addresses
We don't know your workspace slug — substitute it for your-workspace below. Or visit this page from the in-app help link to see your real addresses.
- 1
Outbound — the From address customers see
support@your-workspace.helpmesh.ioEvery reply from your team goes out from this address during the trial. Customers seeyour-workspace.helpmesh.ioin their inbox. To replace it with your own brand, verify a custom domain in Settings → Inboxes. - 2
Inbound — when customers hit Reply
support@your-workspace.helpmesh.ioCustomer replies land in HelpMesh automatically. Your trial address handles both outbound and inbound on thehelpmesh.iodomain we own end-to-end. - 3
Inbound — when customers email you fresh
your-workspace@inbound.helpmesh.ioCustomers can email this address directly to start a new ticket. During the trial it's identical to your outbound address — both are valid routes into your inbox.
Frequently asked
Why are there two inbound addresses for BYOD workspaces?
When you connect a custom domain like example.com, you keep ownership of its MX records — usually pointed at Google Workspace or Outlook. HelpMesh can't receive mail at example.com directly. Replies route back via the Reply-To header automatically. Fresh emails (where a customer types your support address from scratch) land in your existing mailbox unless you forward them or share the {slug}@inbound.helpmesh.io address with the customer.
Will customers see the inbound.helpmesh.io address?
No, only on emails that originated from a customer-typed-from-scratch flow. When customers reply to a thread your team started, they hit Reply on a message that came from your custom domain — they never see the inbound.helpmesh.io address.
Can I forward email from my existing mailbox to HelpMesh?
Yes. In Google Workspace or Outlook, set up a forwarding rule on support@yourdomain.com that copies every incoming email to {slug}@inbound.helpmesh.io. HelpMesh will create a thread for every forwarded message and your existing inbox keeps a copy.
What if I don't connect a custom domain?
You'll use support@{slug}.helpmesh.io for both directions during the trial. Outbound replies come from that address, customers reply to the same address, and fresh emails work too. When you're ready to white-label, verify a custom domain in Settings → Inboxes.
How quickly does HelpMesh process incoming email?
Webhook delivery is real-time. Postmark forwards inbound mail to HelpMesh within seconds, we parse threading headers, dedupe attachments, and create or append to a thread. Agents see the message in their inbox typically within 5 seconds of the customer hitting Send.
Need a hand?
Reach out and we'll walk through the setup live.
Email support@helpmesh.io