Open this area in the app Sign in to your workspace if prompted.
Connect the address your customers already know
An Admin can open Setup Center, then Connect your privacy mailbox. Team supports one connected mailbox; Business supports ten with optional portal routing. Receiving must be activated for the service before forwarding addresses become available.
- Enter a clear mailbox name and your company address, such as privacy@yourcompany.com.
- Copy the forwarding address into your existing email provider's automatic forwarding or redirect settings. Preserve the original From address and keep a copy in your mailbox.
- Send a test from a different email address and confirm it appears in the email inbox before relying on forwarding.
Review new emails before creating cases
Open Inbox, then Review incoming emails. New messages wait for a team member to create a request, add them to an existing case, or dismiss them. Dismissed messages remain available; dismissal does not delete them.
- Check the requester details carefully, especially for messages someone forwarded manually.
- Choose the request type and review the jurisdiction. You can leave jurisdiction flagged for staff review.
- The initial received time is when the platform accepted the email. For an older forwarded request, enter when your company first received it so deadline tracking starts from the right point.
Keep replies with the request
Send requester messages from the existing case conversation. When a connected mailbox is available, the message uses a case-specific reply address. Replies from the case's requester go into the conversation; messages from other senders wait in the email inbox for review.
- Receiving a reply does not verify identity or authorize disclosure, deletion or closure.
- Email attachments are private, count toward workspace storage and download as files. They are not public links or a replacement for secure delivery.
- Messages can contain up to 10 MB, five attachments and 20,000 characters of text. Automated replies and mailing lists are rejected to avoid loops.
Understand sending and plan changes
Connected mailboxes send through the platform address, notifications@privacyrequests.co. Forwarding alone does not authorize us to send from your company domain.
- Business can associate mailboxes with portals so newly created cases can use those portal routing rules.
- On Team, only the earliest active mailbox receives mail. On Free, connected receiving pauses. Existing email and case records remain accessible.
- Disconnecting stops receiving at that address. Remove the forwarding rule from your email provider too, and keep monitoring your company mailbox.
Need more help?
Product support is available at support@privacyrequests.co. Requesters should contact the company handling the request first because that company controls the case record and response decisions.