Inbound Email

Overview

Omnium can automatically create Cases from incoming customer emails. When a customer sends an email to a designated support address (e.g., support@incoming.yourcompany.com), Omnium receives the email via SendGrid's Inbound Parse webhook, identifies the tenant, and creates a new Case with the email content as the first note.

Replies to case notifications are automatically threaded back to the original case as new comments, enabling full email-based conversations between your support team and customers.

Prerequisites

Before setting up inbound email case creation, ensure:

• You have admin access to your SendGrid account
• You have admin access to Omnium Tenant Settings
• You have access to your DNS provider to create MX records
• The Cases module is enabled for your tenant (requires the "cases" access claim)
• SendGrid is configured as your email provider in Omnium (Email Client Settings → Type: Sendgrid)

Part 1: SendGrid Configuration

Step 1: Set Up MX Records

For SendGrid to receive emails on your behalf, you need to point a subdomain's mail exchange (MX) records to SendGrid.

1. Log in to your DNS provider (e.g., Cloudflare, Azure DNS, GoDaddy)

2. Create a new MX record for the subdomain you want to use for inbound email:

   Field	Value
   Type	MX
   Host/Name	incoming.yourcompany.com
   Value	mx.sendgrid.net
   Priority	10
   TTL	3600 (or default)

3. Wait for DNS propagation (can take up to 48 hours, but typically 15–30 minutes)

4. Verify the MX record is active:

   nslookup -type=MX incoming.yourcompany.com

   You should see mx.sendgrid.net in the response.

Step 2: Configure SendGrid Inbound Parse

1. Log in to SendGrid

2. Navigate to Settings → Inbound Parse

3. Click Add Host & URL

4. Configure the following:

   Field	Value
   Receiving Domain	incoming.yourcompany.com (must match your MX record)
   Destination URL	https://api.omnium.no/api/InboundParse/raw
   Spam Check	Unchecked (optional)
   Send Raw	Checked (required)

5. Click Add

Part 2: Omnium Configuration

Step 3: Configure Inbound Email Domains

Omnium needs to know which email domains belong to your tenant so it can route incoming emails correctly.

1. Navigate to Administration → Tenant Settings
2. Open the JSON editor (click the JSON/code view toggle)
3. Locate the EmailClientSettings section
4. Add the InBoundEmailDomains array:

{
  "EmailClientSettings": {
    "Type": "Sendgrid",
    "StandardEmailAddress": "noreply@yourcompany.com",
    "InBoundEmailAddress": "support@incoming.yourcompany.com",
    "InBoundEmailDomains": [
      "incoming.yourcompany.com"
    ]
  }
}

Key fields:

Step 4: Configure the Inbound Email Address

The Inbound Email Address is the reply-to address that Omnium includes in outbound email notifications. This allows customers to reply directly to case notifications.

1. Navigate to Administration → Tenant Settings
2. Go to Notifications → Email Client Settings
3. Set the Inbound Email Address field (e.g., support@incoming.yourcompany.com)
4. Click Save

Step 5: Enable Cases and Configure Case Settings

1. Navigate to Administration → Tenant Settings
2. Go to Customer Settings → Case Settings
3. Toggle Enabled to on
4. Configure statuses, priorities, and default values as described in Configuration

Step 6: Configure Inbound Email From Name (Optional)

You can configure a display name for outbound case emails at the Market or Market Group level:

1. Navigate to Administration → Tenant Settings
2. Go to the relevant Market or Market Group settings
3. In Email Client Settings, set the Inbound Email From Name field
4. Click Save

How It Works

New Case Creation

1. A customer sends an email to support@incoming.yourcompany.com
2. SendGrid receives the email and POSTs it to the Omnium webhook
3. Omnium extracts the recipient domain and matches it to your tenant via InBoundEmailDomains
4. A new Case is created:
   • Subject — from the email subject line
   • Source — set to "Email"
   • Customer — matched by sender email (searches Private Customers, then Business Customers)
   • Status — set to the configured Status New
   • Priority — set to the configured Default Priority
   • Related Order — if the subject or body contains #12345, the order is automatically linked
5. The email body and any attachments are added as the first Case Note

Reply Tracking

When a case notification email is sent to a customer, Omnium embeds a tracking reference in the email headers. When the customer replies:

1. Omnium detects the tracking reference in the reply headers
2. The reply is added as a new comment on the original Case
3. If the case was closed, it is automatically reopened to the Status Reopen status

Customer Matching

When an inbound email arrives, Omnium searches for the sender by email address:

1. First searches Private Customers
2. Then searches Business Customers
3. If a match is found, the case is linked to that customer
4. If no match is found, the case is still created but without a customer link

Important Notes

• HTTPS Required — The Omnium webhook URL must use HTTPS
• Raw Mode Required — "Send Raw" must be enabled in SendGrid for correct parsing
• Domain Caching — Omnium caches the domain-to-tenant mapping for 5 minutes. Changes to InBoundEmailDomains may take up to 5 minutes to take effect
• Attachments — File attachments in inbound emails are automatically uploaded and attached to the Case Note
• Inline Images — Inline images (e.g., from email signatures) are extracted and stored as file attachments
• Unassigned Cases — Cases created from inbound email have no assigned user. Assign cases manually or configure automation rules

Troubleshooting

Configuration Checklist

• DNS: MX record for inbound subdomain pointing to mx.sendgrid.net
• DNS: MX record propagation verified with nslookup
• SendGrid: Inbound Parse entry with correct domain and HTTPS webhook URL
• SendGrid: "Send Raw" / "Post the raw, full MIME message" is checked
• Omnium: InBoundEmailDomains configured in Tenant Settings JSON
• Omnium: InBoundEmailAddress set in Email Client Settings
• Omnium: Case Settings → Enabled is on
• Omnium: At least one status configured with Status New set
• Omnium: Default Priority is set
• Test: Send a test email and verify a Case is created