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Customer Service Email

Overview

Customer Service Email keeps a searchable history of your customer-service inbox right on each customer's record. You forward your support email to a private address Kiva Logic gives you, and every message is automatically filed onto the account of the customer who sent it. Your own inbox is untouched and you keep replying however you do today.

Nothing signs in to your mailbox and your email password is never stored. You set up one forwarding rule; that is the only step on your side.

Find it under Customers → Customer Service Email.

Primary Features

  • Automatic filing: a forwarded message is matched to the sending customer by their email address and shown on their account timeline with an envelope icon.
  • No mailbox access: the feature only receives copies you forward. It never connects to, reads, or stores credentials for your email account.
  • Works with any provider: Gmail, Google Workspace, Outlook, Office 365, or any host that can auto-forward.
  • On/off switch: turn the history on or off at any time from the settings page.

Common Use Cases

Turn it on and connect your inbox

  1. Go to Customers → Customer Service Email.
  2. Click Turn On.
  3. Note your forwarding address (it looks like yourstore@in.kivalogic.com). It is set up for you automatically; you do not enter anything.
  4. In your email provider, add a rule that forwards your customer-service mail to that address:
    • Gmail / Google Workspace: Settings → Forwarding and POP/IMAP → add and confirm the address, then forward a copy of incoming mail (or use a Filter to forward only support mail).
    • Outlook / Office 365: Settings → Mail → Forwarding (or Rules for finer control) → forward to the address and keep a copy.

See a customer's email history

Open the customer's detail page. Forwarded emails appear on their activity timeline alongside notes and contact-form submissions, newest first, each with the sender and date.

Troubleshooting

  • Emails are not showing up on a customer's record. Confirm the feature is turned On, and that your forwarding rule points at the exact address shown on the settings page. Also check that the customer emailed from an address Kiva Logic has on file for them; a message from an unknown address is still saved but cannot be matched to an account.
  • Support mail is now missing from my own inbox. Your forwarding rule should keep a copy in your inbox. In Gmail and Outlook this is the default; make sure "keep a copy" is selected.
  • My forwarding address is not showing. It is detected automatically and normally appears as soon as you open the page. If it still says it is being set up, contact Kiva Logic.

Recent Updates

  • 2026-09-11: New feature. Forward-in customer-service email history: forward your support inbox to <yourstore>@in.kivalogic.com, and each message is filed onto the sending customer's record and shown on their timeline.
  • 2026-09-11: Your forwarding address is now set up for you. There is no store key to enter; the settings page shows the address ready to forward to.