> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Mailtrap

> Connect DialNexa calls to Mailtrap for order, product, customer profile, booking, return, shipment, cart, or reservation workflows.

Email Delivery Platform for testing and sending transactional emails.

<Note>
  Use Mailtrap with DialNexa when a shopper or guest asks about a transaction, product, delivery, booking, availability, return, or purchase decision.
</Note>

## Where Mailtrap fits in a DialNexa workflow

Mailtrap should receive DialNexa output when the conversation affects a order, product, customer profile, booking, return, shipment, cart, or reservation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Find the transaction" icon="check-circle">
    Match the caller to the order, booking, SKU, pickup, shipment, or reservation before any workflow runs.
  </Card>

  <Card title="Handle exceptions" icon="check-circle">
    Capture return reason, refund expectation, address change, delivery deadline, missing item, or booking constraint.
  </Card>

  <Card title="Recover buying intent" icon="check-circle">
    Route callers asking about price, availability, fit, stock, delivery time, or package options.
  </Card>

  <Card title="Inform operations" icon="check-circle">
    Send urgency, location, item details, and promised next step to the team that can fix the issue.
  </Card>
</CardGroup>

## What DialNexa should capture for Mailtrap

* Customer name, phone, email, order ID, product SKU, booking ID, store, channel, and location
* Requested action, delivery status, availability question, return reason, refund expectation, and deadline
* VIP status, order value, loyalty status, repeat complaint, and escalation owner
* Transcript link, recording link, DialNexa call ID, payment link, support link, and fulfillment link
* Risk flags for wrong address, damaged item, fraud concern, urgent travel, or no-show risk

## High-value Mailtrap workflows

<AccordionGroup>
  <Accordion title="Booking needs to be rescheduled">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Mailtrap. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Return request needs policy review">
    For this workflow, DialNexa should send Mailtrap a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="VIP customer asks for priority handling">
    For this scenario, DialNexa should treat Mailtrap as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="Abandoned cart caller wants reassurance">
    For this workflow, DialNexa should send Mailtrap a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Customer asks where an order is">
    For this workflow, DialNexa should send Mailtrap a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Use create contact event">
    Use create contact event only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new commerce record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>

  <Accordion title="Use update contact">
    Use update contact when the caller changes a field, status, owner, date, priority, note, consent choice, or next step on an existing Mailtrap record. Include the old value, new value, and reason from the call.
  </Accordion>
</AccordionGroup>

## Workflows that pair Mailtrap with other integrations

* [Mailtrap](/integrations/mailtrap) + [Slack](/integrations/slack): Slack for operations alerts.
* [Mailtrap](/integrations/mailtrap) + [Google Sheets](/integrations/googlesheets): Google Sheets for returns review queues.
* [Mailtrap](/integrations/mailtrap) + [Google Calendar](/integrations/googlecalendar): Google Calendar for booking changes.
* [Mailtrap](/integrations/mailtrap) + [HubSpot](/integrations/hubspot): HubSpot for high-value customer context.
* [Mailtrap](/integrations/mailtrap) + [Shopify](/integrations/shopify): Shopify for storefront order context.
* [Mailtrap](/integrations/mailtrap) + [Gorgias](/integrations/gorgias): Gorgias for ecommerce support tickets.
* [Mailtrap](/integrations/mailtrap) + [Stripe](/integrations/stripe): Stripe for payment and refund checks.
* [Mailtrap](/integrations/mailtrap) + [Klaviyo](/integrations/klaviyo): Klaviyo for product-specific follow-up.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Mailtrap actions.
* Write a short operational summary into Mailtrap and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="How should VIP buyers be prioritized?">
    Use order value, loyalty status, subscription status, repeat purchase, account tier, or urgent deadline to route faster.
  </Accordion>

  <Accordion title="What happens after a booking change?">
    Update the booking or calendar, send confirmation, log the reason, and notify operations if capacity or timing is tight.
  </Accordion>

  <Accordion title="How do you avoid acting on the wrong order?">
    Verify identity and match order ID, phone, email, product, and recent activity before making changes.
  </Accordion>

  <Accordion title="What should be sent to marketing afterward?">
    Only safe lifecycle signals such as product interest, return outcome, or follow-up need. Do not send sensitive support details.
  </Accordion>

  <Accordion title="Should DialNexa change orders automatically?">
    Only for low-risk changes with clear identity and policy rules. Address changes, refunds, cancellations, and substitutions often need review.
  </Accordion>

  <Accordion title="What order data should be checked first?">
    Customer match, order ID, fulfillment status, payment status, delivery promise, prior support notes, and return eligibility.
  </Accordion>
</AccordionGroup>