Inbound Email Support in Conversation AI
Conversation AI Now Supports Email
Conversation AI now supports email as a channel, enabling businesses to automate responses to incoming emails with the same intelligence and personalisation available across chat channels such as SMS, Facebook, Instagram, WhatsApp, and Live Chat.
This enhancement expands Conversation AI into a core business communication channel, providing a unified automation experience across both chat and email.
When an inbound email arrives, Conversation AI processes it and responds automatically based on the configured rules and context.
- Enable the email channel from the channel dropdown in the Conversation AI settings.
- Receive inbound emails in a connected inbox.
- The AI reads the context, including thread history and contact data.
- The AI generates a response based on prompts and configuration.
- The email is sent from the same connected inbox.
The system maintains full email integrity, including threading, subject lines, and recipients.
Advanced Email Configuration
A dedicated configuration layer is available for email-specific formatting and design.
To access this, go to: Conversation AI → Channels → Email → Advanced Settings.
- Plain text responses for minimal formatting and improved deliverability.
- Design Editor (Template-based Responses): Create custom email templates where layout and styling are fully controlled.
- Conversation AI generates only the response content.
- The Design Editor controls layout, styling, and structure.
You must include the variable {{ai.response}} in your template.
This is where Conversation AI will inject the generated response.
- Salutation: Examples – Hi
{{contact.first_name}}, Hello{{contact.full_name}}, Hi there. - Sign-off: Examples – Regards, Thanks, Best.
- Signature Block: Default from the business.
This may include your name, business name, and optional contact details such as phone number or website.
Define default recipients for all AI responses.
A significant portion of business communication still occurs over email, but automation has largely been confined to chat channels.
With this update, businesses can:
- Respond to inbound emails more quickly.
- Maintain consistent communication across all channels.
- Reduce manual effort in support and lead handling.
This leads to better retention and activation within Conversation AI while broadening its reach into a crucial communication channel.
