Connecting your support email
Why Freyja never asks for your mailbox password — and how to connect in ~10 minutes
When you add a mailbox in Freyja (Teams → Support mailboxes), you get an inbound URL. Mail doesn't go to that URL by itself — something on your side delivers each incoming email to it. This page explains why it works that way, and exactly how to set it up for the common providers.
Why doesn't Freyja just log into my mailbox?
The traditional way for software to read a mailbox is IMAP: you hand over your email password (or an all-access token) and the tool logs in and checks for new mail every half-minute, forever. We deliberately don't do that, for three reasons that work in your favour:
- Your password stays yours. Freyja never stores credentials that can read, delete or send from your mailbox. The inbound URL can do exactly one thing: deliver mail into one Freyja mailbox. If it ever leaks, you rotate it with one click.
- Answers in seconds, not minutes. Polling means waiting for the next check; delivery means your AI agent starts answering the moment the mail arrives. For a frontline that's supposed to feel instant, that difference is visible to your customers.
- Nothing gets lost or doubled. Mailbox syncing is fragile (moved folders, flaky connections, re-imports). Push delivery with per-message dedupe is the same architecture Gmail and Microsoft themselves recommend for integrations today — modern "direct connections" are push, not polling.
The missing piece: a mail relay
Mail systems speak SMTP; Freyja's inbound URL speaks HTTPS. A relay (also called "inbound parse") converts one to the other: it receives an email and immediately forwards it to your inbound URL as a web request. Postmark, Mailgun and SendGrid all do this; their free tiers cover typical support volumes, and setup is a one-time, ten-minute job. You keep your existing mailbox — the relay only gets a copy of incoming support mail.
Recipe: Gmail / Google Workspace
- Create an inbound address at Postmark or Mailgun and point it at your Freyja mailbox's inbound URL.
- In Gmail: Settings → Forwarding → add the relay's address (or a filter that forwards only support mail). Keep "retain Gmail's copy" on.
- Gmail sends a confirmation email — it arrives as a ticket in your Freyja inbox, so read the code there and confirm.
Recipe: Microsoft 365 / Exchange
- Same relay setup as above.
- In the Exchange admin center: a mailbox forwarding rule (or a transport rule) to the relay's address, with "keep a copy" enabled.
Recipe: Missive
No relay needed at all. In Missive, create a rule — Incoming email → Webhook — and paste the mailbox's Missive URL (next to the inbound URL on the Teams page). Incoming mail becomes Freyja tickets directly, and replies your team writes inside Missive sync back onto the ticket automatically, so Freyja stays the complete record.
Replies and your sending domain
Outbound replies are sent from the mailbox's own address — write to
billing@yourdomain.com, get answered from billing@yourdomain.com.
For those replies to land in inboxes (not spam), your domain's SPF and DKIM records must
authorize Freyja's mail server; your operator will provide the two DNS records to add.
That's a one-time DNS change per domain.