Features / Support
Your support address, properly handled
Point your support address at Tore and every reply threads correctly, from your own domain, with the bounces and complaints handled rather than silently swallowed.
Your address, on your domain
support@northwind.com
points at checkout.a1b2.in.tore.ai
help@northwind.com
points at analytics.a1b2.in.tore.ai
app-support@northwind.com
points at mobile.a1b2.in.tore.ai
One DNS record each. Customers never see the address behind it.
Arrives already sorted
Right product, right team, right response target, before anyone reads it.
What it does
- Send from your own domain, with a verified sender per product
- Customers only ever see your address; the one behind it is never exposed
- Mail arrives already sorted into the right product queue, so routing and response targets apply before a person reads it
- Replies thread back to the right conversation automatically, however the customer replies
- Bounces and complaints are handled rather than silently swallowed, so your sending reputation survives
- Attachments stored and scanned, not left sitting in a mailbox
Without it
Support email is where ownership quietly disappears
The shared mailbox has no owner
support@ is a Google group with three people in it. Two of them assume the other one has it. When somebody finally answers, they answer from their own address, so the customer's reply lands in one person's inbox and disappears from everyone else's.
Replies come back as brand new threads
A customer hits reply on a notification and it arrives with no history attached. You answer it cold, ask a question they already answered on Tuesday, and they have to explain the whole thing again.
You find out about the bounces from the customer
One address has been hard-bouncing for three weeks and nothing told you. You learn about it when someone asks why they never got a reply, and by then your domain's sending reputation has already taken the damage.
How it works
Point your support address at Tore
Every product gets a Tore inbound address. Forward support@yourdomain.com to it, or point your domain's MX record at Tore directly. Each message opens a conversation; the customer only ever sees your address.
Only real mail gets through
Tore trusts the envelope recipient the mail server actually delivered to, never the To: header, and drops anything not addressed to a configured mailbox. Spam, virus, SPF, DKIM and DMARC verdicts arrive with the message, and auto-replies, out-of-office and mailing list traffic are dropped on their own headers so two robots can never talk to each other all weekend.
What that includes
- Spam
- virus
- SPF
- DKIM
- auto-replies
- out-of-office
Replies thread on a signed handle, not a guess
Every outbound message carries its own reply address, bound to one conversation, one authorized sender and an expiry, and revocable. That is why a reply threads correctly even when the customer strips the quoted history or changes the subject line.
What that includes
- bound to one conversation
- one authorized sender
- an expiry
- revocable
Your agents can answer from their own mail client
An agent gets a separate handle for the same conversation, checked against DMARC, their verified login address and their current role before anything is accepted. They can reply to the customer, or leave an internal note, without opening the app.
What that includes
- They can reply to the customer
- leave an internal note
- without opening the app
You send from your own domain, and failures are recorded
Verify a sending domain and Tore issues the DKIM records and a MAIL FROM subdomain to add. A permanent bounce or a spam complaint writes the address to a suppression list, held as a hash and scoped by kind of mail, so a newsletter complaint can never block a password reset.
What that includes
- Verify a sending domain
- Tore issues the DKIM records
- a MAIL FROM subdomain to add
What it means for you
A reply lands where it belongs
On the conversation, with the history, visible to whoever picks it up. Not in one person's personal inbox and not as a fresh thread with no memory.
The mailbox stops being a person
The from name, the signature, the logo and the postal address are set once, per product if you want. Whoever answers, it reads as your company.
Your sending keeps working
Bounces and complaints are acted on rather than swallowed, and transactional mail is kept separate from marketing mail, so one unsubscribe does not quietly stop the emails people actually need.
The honest limit: Inbound mail is currently delivered to a configured set of addresses pinned to one workspace. The per-product inbound address is in the settings screen and the outbound side is already per product, but giving each product its own separate inbound address is not switched on yet.
Also in Support