Inbound Email Support in Conversation AI

What’s New?

Conversation AI now supports Email as a channel. Businesses can automate responses to incoming emails with the same intelligence and personalization available across chat channels like SMS, Facebook, Instagram, WhatsApp, and Live Chat.

This expands Conversation AI into a core business communication channel and enables a unified automation experience across chat and email.

How It Works

When an inbound email is received, Conversation AI processes and responds automatically based on configured rules and context.

Steps

:

  • Enable email channel from channel dropdown in conversation ai settings
  • Inbound email is received on a connected inbox
  • AI reads context including thread history and contact data
  • AI generates a response based on prompt and configuration
  • 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.

Where to Configure

Conversation AI → Channels → Email → Advanced Settings

Response Format Options

  • Plain text responses for minimal formatting and better deliverability
  • Design Editor (Template-based Responses) : Create custom email templates where layout and styling are fully controlled

In this setup:

  • Conversation AI only generates the response content
  • The Design Editor controls layout, styling, and structure

Important:

You must include the variable {{ai.response}} in your template.

This is where Conversation AI injects the generated response.

Personalisation Options

  • Salutation : Examples - Hi {{contact.first_name} Hello {{contact.full_name} , Hi there
  • Sign-off : Examples: Regards , Thanks , Best
  • Signature Block : default from business

User name , Business name , Optional contact details such as phone or website

  • Default CC and BCC

Define default recipients for all AI responses

Why We Built This

A large portion of business communication still happens over email, but automation has been limited to chat channels.

With this update, businesses can:

  • Respond faster to inbound emails
  • Maintain consistent communication across channels
  • Reduce manual effort in support and lead handling

This drives better retention and activation within Conversation AI while expanding its reach to a critical communication channel.