Support email as an additional messaging channel

[cheeseblubber]

Problem
Customer support agents wants to continue the conversation over email. CS agents want multiple channel support in one location.

Options 1:

Gmail integration (Needs more investigation @reichert621)

• Main advantage is it might be less set up for gmail

Option 2:

Create a new subdomain every time under our domain (least favorite)

companyname.papercups.io to send emails from (Similar to how zendesk works)

• This would require us to route 53 to programmatically create subdomains

Option 3:

If you cc support@papercups.io with the conversation id you can reply to it (Easiest)

Option 4:

require users to setup SPF & DKIM and we can send emails on their behalf (What most email providers do)

• This allows you to support the most email clients and probably what we want to do in the long run

Happy Path:

• when a customer send an email to the designated email it shows up in the company's email inbox and dashboard
• when a CS agent replies to a message it shows up both in the email threads and dashboard

Edge cases/future cases:

• when a customer replies to a message that is not the last one

MVP feature set V1:

A user can specifies and configures an email (either our domain or theirs) - i.e support@papercups.io or support@othercompany.com
When a customer sends a new message to this email account we get notified of it in the email thread
When a cs agent replies to the message in papercups dashboard the customer should be notified through their email as well as show up in the dashboard

The following can be a separate issue:
When a customer replies to a closed conversation it should reopen the conversation