Email in the same conversation as every other channel

One setting chooses how mail leaves: the SMTP account configured in STRAX, or the Postmark, SendGrid or Mailgun API from a sender you verified there. Every provider send carries a Message-ID that Reach creates itself, so replies thread the same way whichever provider carried the original.

Replies arrive through Postmark's inbound service, SendGrid Inbound Parse or a Mailgun route. Postmark and SendGrid calls carry a token on the address and Mailgun calls are signed. Reach threads each reply by the original message id first, then by the plus address, and opens a new conversation only when neither matches.

Provider event webhooks close the loop on delivery. A hard bounce or a dropped message turns the matching Reach message from sent to failed with the provider's reason, and your applications hear about it through the usual failure callback.

Email is where formal promises get made, so it matters that the reply lands next to the chat that led to it. Reach files every sent and received email on the client's conversation, with the subject kept as the message title.

Long-running cases such as refunds, disputes or account closures often run for weeks. Keeping every email beside the chats and calls around it gives a supervisor the full story when a client escalates or a regulator asks for records.