Inbound Email
Why Inbound Email
Inbound email lets your team interact with CalmCompliance by email. Staff can reply to comment threads on documents, risks, or issues without opening the app. They can also create new issues, requests, or incidents by sending an email to a report address. This helps people who work mainly in email or on mobile—they can contribute without switching tools.
How to Use Inbound Email
Report issues, requests, or incidents by email
Go to Settings > Inbound Email
Open the Report Email Addresses tab
Copy the address shown for Report Issue, Submit Request, or Report Incident (depending on what your site has enabled)
Share the address with your team—anyone who sends an email to it will create a new issue, request, or incident
The system uses the email subject and body to create the record; AI helps extract details like category and severity
Report addresses only appear if the corresponding option is enabled in module settings (e.g. Service Desk > Allow Inbound Email Issues).
Include photos in your submission
You can attach photos when you email an issue, request, or incident. The images are added to the created record automatically. You can also send an image-only email; the system will create the record from the subject line and attach the photos.
Reply to comments by email
When you receive a notification about a comment (e.g. on a document or issue), the email includes a reply-to address. Reply to that email and your reply is added as a comment in CalmCompliance. No need to open the app.
View inbound emails and reply tokens
Go to Settings > Inbound Email
Use the Inbound Emails tab to see all received emails, their status (Processed, Pending, Failed), and any errors
Use the Email Addresses tab to see reply tokens and their types (e.g. comment-reply, create-issue)
Before You Start
You need the Admin role for your site to access inbound email settings. The Inbound Email menu item only appears when the inbound-email feature is enabled for your organisation. Enable inbound email for issues, requests, or incidents in Settings > Service Desk (or the relevant module). Enable it for comments in each module’s settings (e.g. Documents, Risks, Issues).
Common Questions
Why don’t I see report email addresses? Enable inbound email for issues, requests, or incidents in Settings > Service Desk (or the relevant module). The addresses appear once the options are turned on.
Why did my reply not create a comment? The sender must be an organisation member or company contact. Check the Inbound Emails tab for the email status and any error message. Ensure Allow Inbound Email Comments is enabled for that module in its settings.
Can I use a custom domain? If your plan includes custom email domains, use the Domain Configuration tab to set up and verify your domain via DNS. Contact your administrator or CalmCompliance support to confirm availability.
If emails are not sending or arriving, see Troubleshoot Service Desk email delivery.
For details on how the From display name is generated for outbound notification emails, see How notification email sender names are displayed.