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Forward emails with customer feedback to your Lane workspace
Plenty of customer feedback arrives by email — a request forwarded from sales, a note from a customer, a thread from support. Lane’s email forwarding turns any of it into feedback without copy-paste or switching tools.

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How it works

Your workspace has a unique forwarding address. Forward an email to it and Lane creates a Feedback item from the subject and body, and resolves the original sender, not the person who forwarded it, to the right customer by their email and domain — so it’s tied to the correct account automatically.

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Set it up

  1. Go to Settings → Integrations → Email.
  2. Turn on Create feedback from email. Your forwarding address appears once it’s on.
  3. Copy your workspace’s forwarding address.
  4. Forward emails to it as they come in, or set up an auto-forward rule in your mail client to send matching mail straight to Lane.

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FAQs

Q: What happens when I forward an email?
A: Lane creates a feedback item from the email’s subject and body, with the sender matched to a customer by domain. Q: Are email attachments added?
A: No, only the email’s text. To add a document as feedback, upload it in Add Feedback or import it from Google Drive. Q: Can I forward automatically?
A: Yes — set an auto-forward rule in your mail client so relevant email flows into Lane without manual forwarding. Q: Is the customer linked?
A: If a customer with the sender’s email domain exists, the feedback is linked to it; otherwise it’s still captured, just without a customer link.