Give your agent an email address so people can write in and get replies in their inbox. Inbound messages become conversations in your dashboard, the agent replies by email, and human takeover works the same way as chat.
The email channel is off by default. Enable it per agent when you want that agent to send and receive email.
Email settings save immediately. They are not part of draft/publish — changing the address or turning the channel on takes effect right away.
Enable the email channel
- Open the agent in the builder and go to the Email tab.
- Turn on Enabled.
- Set the agent address and From name, then Save.
If the tab says the email channel is not configured on this platform, contact Aimdoc support to enable sending for your workspace.
Once the channel is on, the agent can also email a contact from a website or in-app chat when that contact has an email address. Replies come back as an email conversation.
Agent address
The address is what the agent receives at and sends from. Replies thread automatically.
- Local part — the portion before
@. Use 2–63 lowercase letters, numbers, dots, hyphens, or underscores. Aimdoc checks that the address is not already used by another agent. - From name — shown as the sender in the recipient's inbox. Defaults to the agent's name.
Copy the live address from Your agent's email address and share it, or forward an existing mailbox to it.
Use your own address
To let people write to an address you already own (for example
support@yourcompany.com), set up auto-forwarding from that mailbox to the
agent's Aimdoc address:
- Google Workspace: Settings → Forwarding
- Microsoft 365: a mail flow rule
The agent replies from its own Aimdoc address with your From name. Replies continue the same conversation.
Conversations
Email threads appear in Sessions marked Email. Filter the list with Source → Email. The subject is shown as the conversation name.
Each outbound send starts its own email conversation. Replies to that thread stay on it, so a contact can have more than one email conversation with the same agent.
Live chat takeover, escalation skills, and Slack live chat work the same as for website chats. There is no widget on this channel, so interactive UI tools (question cards, embedded calendars, page navigation) are not available.
Notify your team
Email conversations do not notify anyone until you opt in:
- Slack — in the agent Actions tab, enable Email Conversation on a channel. It is off by default. See Slack.
- Webhooks — subscribe to Email Conversation Started. See Webhooks.
To email known contacts when they are offline, enable Proactive Email when offline on this agent.