Connect support@ or contact@ and every email becomes a conversation with an owner. Your team replies in the thread itself, with the customer's history alongside.
Good morning! I lost the October invoice. Could you send me a new copy?
How it works
A shared inbox, with clear rules
An admin connects the team's address as a team inbox and sets who can see and reply. Every new email enters the support funnel, with the contact created if the sender doesn't exist yet.
Connect the team inbox
support@, contact@, or sales@, connected by an admin.
Set who replies
Admins, users, or the people you choose.
Pick the funnel
New conversations enter the support funnel. If you want, turn on AI to reply after hours.
General informationChannel nameSupport (Acme)Shown in the inbox, filters, and dashboards.Management permissionsWho can see and send messages
Admins
Users
Choose people
ServiceSupport funnelService · SupportDisplay name and signatureDisplay nameAcme SupportSignatureSupport Team
Acme · +1 512 400 0000Undo sendHolds the email for a few seconds before sending.Cancel window10 seconds
In practice
What happens in support@
Team member
1Email reaches support@
2Becomes a conversation with an owner
3Agent replies in the thread
4Resolved with history
No email goes without an owner, and the customer doesn't have to explain again.
Stays up to date
Conversation
Smart Funnel
AI agent
1Email arrives overnight
2AI replies in the thread
3Hands off what it can't answer
4Team reviews in the morning
With AI turned on for the inbox, no email waits until Monday.
Connect support@ as a team inbox and pick the support funnel. Every email becomes a conversation with owner and status, and your team replies in the same thread, with the customer's history.
What happens to an email that reaches support@?
It becomes a new conversation in the inbox, with a contact created if the sender doesn't exist yet. If it replies to an older conversation, that conversation reopens in the same thread.
Who can reply from the team inbox?
Whoever the admin chooses: all admins, all users, or specific people. Each conversation still has an owner.
Can the AI reply to support emails?
It can, if you turn it on. AI is optional per inbox: it replies after hours with the company's knowledge, doesn't reply to automated emails, and hands off what it can't answer.
Can I hand a conversation to someone else?
Yes. Anyone with access to the inbox takes over or transfers the thread in the inbox, with the customer's history attached.
What is the difference between a team inbox and a personal inbox?
A team inbox, like support@, is shared: an admin connects it and chooses who can see and reply. A personal inbox belongs to one sales rep, and only they send from it.
Does Nuvia replace my ticketing tool?
That's not the goal. Nuvia brings email together with the customer's other conversations and integrates with the support tools you already use.
Handle support@ alongside every other conversation
Watch an email reach support@, become a conversation with an owner, and get resolved in the same thread.
