Receiving enquiries by email
After following this guide your workspace has its own email address that turns incoming customer messages into an enquiry on your enquiries board automatically — no one has to copy the email over by hand.
Every workspace can get its own Univents address. Anything that arrives there automatically becomes an enquiry on your enquiries board — whether you add the address as a recipient in your website form or simply forward a customer email to it by hand.
Two addresses, two purposes
On the Incoming email tab there are up to two cards, each with its own address:
| Card | Address | What becomes of it |
|---|---|---|
| Inquiries by email | anfragen-<code>@in.univents.app | Every email becomes an enquiry on the board (this article). |
| Address for price lists | preise-<code>@in.univents.app | Attachments become price lists in Inventory › Price inbox — from the Growth plan, see Reading supplier price lists. |
The two addresses are independent: if you rotate or deactivate one, the other stays unchanged. An email to the enquiries address never becomes a price list, and vice versa. The attachments rule below (“Attachments are not carried over”) applies only to the enquiries address.
Set up the address
You reach the Inquiries by email card via Integrations in the left sidebar. You land on the All integrations page; click Email & calendar in the CATEGORIES bar on the left, or type "inquiries" into the search field at the top, then open the card. The ← All integrations link in the top left takes you back to the directory.
- Open the Inquiries by email card.
- Click Create address.
- Univents immediately generates an address in the form
anfragen-<random-token>@in.univents.appand displays it. - Click the copy icon next to the address to copy it.
Only the account owner can create, rotate, or deactivate the address. All other admins can see the address and its statistics, without the controls.
Use the address
Add the copied address as an additional recipient with your form provider — most website builders and form tools (Typeform, Elementor, WordPress contact forms, …) let you add multiple notification addresses. Alternatively, you can simply forward a customer enquiry to the address by hand.
Univents maps three fields directly on arrival:
- Subject → becomes the enquiry's name (up to 255 characters; longer subjects are truncated).
- Email body → becomes the enquiry's message (up to 20,000 characters; an HTML email is converted to plain text).
- Reply-to address (or sender) → becomes the enquiry's contact, so you can reply directly.
The enquiry appears automatically on your enquiries board, tagged with the source "via email".
⚠️ Attachments are not carried over. Univents only reads the subject, body, and sender address — a PDF quote request or photos your form provider sends along do not arrive in Univents. Add any important files to the enquiry manually afterwards.
Status and statistics
The card shows next to the address:
- An Active or Deactivated badge.
- Received — the number of emails that successfully became an enquiry, plus the date of the most recent one.
- Dropped — the number of emails Univents discarded, with the reason and date of the most recent drop. This helps you spot, for example, a misconfigured form provider instead of emails silently disappearing.
Possible drop reasons:
| Reason | Meaning |
|---|---|
| System message | Automatic replies/bounces are detected and discarded so they don't create fake enquiries. |
| too many emails in one hour | More than 30 emails to the same address within an hour — protection against spam/abuse. |
| no sender address detected | The email has no usable sender or reply address. |
| Address deactivated | The inbound address is currently switched off (see below). |
| Email too large | The original email exceeds 5 MB. |
| Email delivered twice | The same email was already processed (the mail server retried delivery). |
| Unknown address | The recipient address no longer belongs to an active workspace, e.g. after a rotation (see below). |
Pause acceptance
Using the Accept enquiries toggle, the account owner can temporarily deactivate the address without deleting it. Emails arriving while it's off are dropped with the reason "Address deactivated" — they are not queued up. Turn the address back on whenever you're ready to accept enquiries again.
Rotate the address
If you want to replace the address for security reasons (for example because it ended up somewhere it shouldn't have):
- Click Rotate address.
- Confirm in the Rotate address? dialog with Yes, rotate.
The previous address immediately stops accepting enquiries — any emails still arriving there are dropped with "Unknown address". Add the new address to your form provider first, before removing the old one anywhere, or submissions will go nowhere during the transition.
Frequently asked questions
Who can view and manage the email address? Any admin with access to the workspace can see it. Only the account owner can create, rotate, or deactivate it.
Do file attachments from the form email arrive on the enquiry? No. Univents only reads the subject, body, and sender address. You need to add attachments to the enquiry manually.
Why is an email dropped with "too many emails in one hour"? The address accepts at most 30 emails per hour to guard against spam and abuse. If you regularly receive more genuine enquiries than that, contact Univents support.
Can I set up multiple inbound addresses for different forms? Not for enquiries: each workspace has exactly one enquiries address. Add it to every form that should generate enquiries. Alongside it there is a second address for supplier price lists (see above) — it does not accept enquiries.
What happens to enquiries already created if I rotate the address? Nothing — existing enquiries stay unchanged. Rotating only affects which address accepts emails going forward.
Who gets an email about a new enquiry? The “new enquiry” notification goes to the notification address of the person responsible — that is their sign-in address, unless they entered and confirmed a different address under Settings → Notifications. For enquiries from a booking page, the recipient addresses from the booking page editor are added; if the owner's notification address itself is on that list, the email arrives there only once. More in the article Notification settings.