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Email capture gives your team a deliberate way to bring valuable customer email into ClosedLoop AI without syncing an entire mailbox. Forward the conversations or requirements documents that matter; ClosedLoop AI extracts actionable product needs and keeps them connected to their source evidence.

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Why use Email capture

  • Capture feedback from conversations that are not already in a connected call, support, or messaging source
  • Process requirements documents together with the email that provides their context
  • Match a quoted customer email address to a unique CRM contact or lead when possible
  • Add the resulting product insights to the same evidence set used by themes and Roadmap
Email capture is designed for selected, manual forwards. It is not a bulk mailbox sync, a shared support inbox, or an address to give directly to customers.

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Prerequisites

  • Permission to manage team settings in ClosedLoop AI
  • Your sending domain listed under Settings > Domains
  • An outgoing email identity that exactly matches the account email of a current member of your ClosedLoop AI workspace
  • DKIM signing enabled for that sending domain
ClosedLoop AI silently drops mail that does not meet the sender requirements. It does not send a rejection or show rejected mail in the Email capture status.
If your workspace has more than 500 members, contact ClosedLoop AI support to confirm sending eligibility before relying on Email capture.

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Set up Email capture

1

Confirm your team domain

Open Settings > Domains. Add the organization domain used by the team member who will forward email, then save the change.
2

Create a private forwarding address

Open Integrations, select Email capture, and optionally enter a label such as Sales feedback. Choose Create address.Labels are for identifying addresses in setup only. They do not tag, classify, or route the resulting product insights.
3

Copy the address

Choose Copy next to the new address. Keep it private and share it only with team members who understand the forwarding requirements.
4

Manually forward selected email

From an address that exactly matches a current workspace member’s ClosedLoop AI account email, manually forward the customer conversation to the private address.Use a normal Forward when customer attribution matters, and confirm that the quoted message keeps the customer’s email address. Use Forward as attachment only when preserving the complete original thread matters more than attribution; attached email content is analyzed with unknown authorship.
Avoid automatic forwarding rules. Some rules preserve the customer as the outer sender or add automated-message headers; ClosedLoop AI drops those messages to prevent unauthorized ingestion and mail loops.

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What gets processed

Keep the complete email under 25 MB. Messages with more than 32 attachments fail parsing, while individual attachments over 10 MB are not text-extracted. A message can create zero, one, or several product insights. Mail with no actionable product need can finish as processed without creating an insight.

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Customer attribution

ClosedLoop AI uses customer email addresses preserved in recognized forwarded body segments. It first looks for one exact CRM contact match, then for one exact lead match.
  • When a matched customer-authored segment is the insight’s primary evidence, one exact match links the insight to that customer and available account context.
  • No match keeps the content as product evidence without guessing an account.
  • Multiple exact matches remain unattributed instead of selecting one arbitrarily.
  • Attachments and attached emails remain unattributed because their author cannot be verified from the file alone.
If a normal forward removes the customer’s email address, ClosedLoop AI can still extract product insights, but it will not guess the customer.

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Verify the result

Reopen Integrations > Email capture or refresh the page to view aggregate processing status. Then open Insights, apply the Source filter, and select Email capture. Open an insight to review the supporting evidence and any customer attribution.
Email capture does not send delivery receipts or confirmation replies. The Received count is the confirmation that ClosedLoop AI accepted a message.

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Manage forwarding addresses

You can create multiple labeled addresses and revoke them independently. Revoking an address stops it from accepting new mail; it does not delete product insights created from mail that was already accepted.

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Troubleshooting

Set up Email capture

Open Email capture in the ClosedLoop AI integrations catalog.