Email

Adding the channel

Open an agent's Channels tab and add an Email channel — it's created instantly, no credential needed. You'll get a dedicated inbound address (in the form channel-key@your-inbound-domain). Forward or route your support address to this address to have incoming email reach the agent.

How it behaves

• Replies continue an existing thread even if the customer responds much later — email doesn't use the same short session window as chat channels.
• Auto-responders, bounce messages, and mailing-list mail are detected and ignored automatically, so the agent doesn't get stuck replying to out-of-office autoresponses or looping with another bot.
• Each reply is sent as a single formatted HTML message rather than a stream of separate messages, matching how a normal support reply looks in an inbox.

Sending from your own domain (optional)

By default, replies come from the platform's address. If you'd rather customers see replies from support@yourdomain.com, verify your domain first under Organization settings → Email domains (DNS records, DKIM), then pick it from the "Replies are sent from" option on this channel and enter the local part you want (e.g. support). See Email domains for the verification steps. This only changes the visible From address — the inbound address and threading behavior are unaffected either way.