> ## Documentation Index
> Fetch the complete documentation index at: https://closedloop.sh/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Email capture

> Forward selected customer emails and supported documents to a private address, then turn them into traceable product insights.

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.

## 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.

## 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

<Warning>
  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.
</Warning>

<Note>
  If your workspace has more than 500 members, contact [ClosedLoop AI support](mailto:support@closedloop.sh) to confirm sending eligibility before relying on Email capture.
</Note>

## Set up Email capture

<Steps>
  <Step title="Confirm your team domain">
    Open **Settings > Domains**. Add the organization domain used by the team member who will forward email, then save the change.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  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.
</Note>

## What gets processed

| Content                                   | Behavior                                                                                                                                             |
| ----------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------- |
| Email body and quoted thread              | Actionable product needs are extracted with source evidence. Team-authored replies are separated from customer content when authorship is available. |
| Standalone team summary                   | Can produce product insights without customer attribution.                                                                                           |
| Attached email (`.eml`)                   | The nested message is parsed, but its content has unknown authorship and does not receive CRM customer attribution.                                  |
| PDF, DOCX, XLSX, CSV, and TXT attachments | Text is extracted and analyzed with the email. Scanned or image-only PDFs are not OCR processed.                                                     |
| Other attachment types                    | The file content is not analyzed as product evidence.                                                                                                |

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.

## 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.

## Verify the result

Reopen **Integrations > Email capture** or refresh the page to view aggregate processing status.

| Status               | Meaning                                                                                             |
| -------------------- | --------------------------------------------------------------------------------------------------- |
| **Received**         | Messages accepted and recorded for the team                                                         |
| **Processed**        | Messages that finished processing, including duplicates and mail with no actionable product content |
| **In progress**      | Messages still being parsed, analyzed, or retried                                                   |
| **Failed**           | Messages that could not complete processing                                                         |
| **Product insights** | Product insights extracted from accepted email                                                      |

Then open **Insights**, apply the **Source** filter, and select **Email capture**. Open an insight to review the supporting evidence and any customer attribution.

<Note>
  Email capture does not send delivery receipts or confirmation replies. The **Received** count is the confirmation that ClosedLoop AI accepted a message.
</Note>

## 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.

## Troubleshooting

| Problem                                               | What to check                                                                                                                                                                                                                                                                                    |
| ----------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Received does not increase**                        | Confirm the address is active; the outer **From** address exactly matches the account email of a current workspace member; its domain is saved under **Settings > Domains**; and the message passes aligned DKIM. Send a manual forward rather than an automatic, bulk, or mailing-list message. |
| **Processed increases but Product insights does not** | The message may be a duplicate or may contain no actionable product need. Processed mail does not always create a product insight.                                                                                                                                                               |
| **The insight has no customer**                       | Confirm that a normal forwarded body preserved the customer's email address and that CRM contains one unique contact or lead with that address. Attached emails and attachments remain unattributed.                                                                                             |
| **Failed increases**                                  | A message could not be parsed safely or processing retries were exhausted. Because the page shows aggregate status only, contact [ClosedLoop AI support](mailto:support@closedloop.sh) for help identifying the failed message.                                                                  |

<Card title="Set up Email capture" icon="envelope" href="https://app.closedloop.sh/integrations">
  Open Email capture in the ClosedLoop AI integrations catalog.
</Card>

## Related

* [Choose a data source](/docs/integrations/data-sources)
* [Configure your workspace domains](/docs/guides/company-settings)
* [Find and validate product evidence](/docs/guides/find-product-evidence)
* Add CRM context with [HubSpot](/docs/integrations/hubspot) or [Salesforce](/docs/integrations/salesforce)