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Webhook Relay

Turn inbound email into contacts

Every source of contacts in Viably starts with a payload. Inbound email is the one that needs no code at all. Forward your support or sales inbox to a Viably address, and each person who writes in becomes a contact, matched by their email to the leads and payments they already appear in.

Set up in 3 steps

Step 1

Create an Inbox source

In the Viably dashboard, open Webhook Relay, choose New endpoint, and pick Inbox. Name it something you can hand out, like Support. The address, [email protected], is shown the moment you create it.

Step 2

Forward your existing inbox to it

Point the forwarding on your current help@ or sales@ address at your new Viably address. Your existing setup stays untouched, so you keep receiving copies wherever you read mail today.

Step 3

Watch contacts appear

Send a test email to the address. Within a moment the sender shows up in Contacts, already joined to any lead or payment that shares their email.

No MX changes, ever.You never point your domain's mail records at Viably. You add a forward, so the address you already publish keeps working exactly as it does now, and Viably simply receives a copy.

How a contact is built

Viably reads the sender, subject, and body of each forwarded email and resolves it to a person. The same contact pipeline that powers your webhook sources handles the email one, so an inbox contact and a form contact are the same kind of row.

Matched by email

Email is the identity key. A June enquiry, a July signup, and an August payment that all carry [email protected] land on one contact row, so the person and the revenue they went on to spend stay in one place rather than three.

Name and company inferred

The sender's display name becomes the contact name, and a company is guessed from the sending domain. Freemail domains like gmail.com are left alone, and a role address such as help@ never gets a made-up name.

Timeline and lifecycle

An inbound email is a lead, and each message is recorded as an event on the contact's timeline, dated by when it was actually sent. A contact who already paid is never demoted back to a lead by a later email.

Attributed revenue

Because the email joins across sources, the periodic pipeline report can say how many of the people who wrote in went on to convert, and how much revenue followed, rather than counting enquiries nobody can act on.

What is captured, and what is not

A real inbox receives more than genuine enquiries, so Viably captures the mail that represents a person and drops the mail that does not.
Captured.A person writing to your inbox from a real address, with a subject and a message. The sender becomes the contact, the subject and body are kept on the event, and the send time becomes the contact's first-seen date.
Dropped.Automated and bulk mail that would otherwise flood your list: auto-responders and out-of-office replies, newsletters and mailing lists, delivery bounces, and anything Viably's host flags as spam or a virus. None of these become a contact.
Deduplicated.If the same message reaches Viably twice, once forwarded and once as the original, it is recorded a single time, so a contact's event count and revenue stay honest.

What comes next

Today the Inbox source captures contacts. The reply side is on the way.
For now, inbound mail is captured as contacts only, with nothing posted to Slack. Posting each enquiry to a channel, and replying to the sender directly from that Slack thread, arrive in a later phase. When they do, an inbox you set up today will start using them with no change on your side.

See the Slack Webhook Relay guide for the other sources that build contacts, and the Payment Webhook guide for how payments attribute revenue to them.

Related guides

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