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What is Conversation AI Email Channel Support?

Conversation AI Email Channel Support allows your automated bot to manage incoming emails. When an email is received by a connected inbox, the bot can interpret the message and send an automated reply. It maintains standard email behaviors like keeping the subject line consistent and preserving the thread history. This feature lets you use your Conversation AI for email-based lead responses and customer support, bringing automation to a traditional communication channel.

Key Benefits

Using Conversation AI for email offers several advantages for your business.

Faster Response Times: Automatically reply to incoming emails so leads and customers receive an immediate answer.
Consistent Messaging: Maintain the same automated experience across email and other bot-supported channels.
Broad Email Provider Support: Works with various email setups, including the platform's own email service, custom SMTP, and other supported email providers.
Automatic Language Detection: The bot can detect the language of the incoming email and respond in the same language for a more natural interaction.
Seamless Automation Integration: Continue to use actions like triggering workflows or handing the conversation to a human agent.
Organized Conversation History: Replies are kept within the same email thread, making it easy to follow the entire conversation.
Operational Control: Configure settings like adding CC/BCC recipients and setting a response delay to fit your team's process.

Email Channel Settings and Behavior

You can configure various settings to control how your bot interacts via email. These settings determine the sender details and the behavior of the automated replies.

This feature is compatible with different email channel types, giving you the flexibility to use the inbox that works best for your business. When you enable email for a bot, you can adjust settings such as:

The name that appears as the sender
The email address used to send replies
Default CC and BCC recipients
Personalized greeting and sign-off
Email signature
A delay before the response is sent
The format of the email (plain text or branded template)

Email Response Formats

You can choose how your automated email replies are formatted. This choice impacts the visual presentation and branding of the message.

Plain Text Format

This format sends a simple, text-only email. It includes your greeting, the AI-generated response, and your sign-off and signature. This is best for a straightforward, personal email style that focuses on deliverability.

Design Editor Format

This format allows you to create a branded, HTML email. You can include your logo, brand colors, a header, a footer, and social media links. You must place a specific placeholder in the template where the AI-generated response text will appear.

Personalization, Threading, and Automation

These features help make automated email interactions feel more personal and manageable.

Personalization

You can personalize the email experience with dynamic greetings, custom sign-offs, and a signature that reflects your brand. This makes the automated replies feel less generic.

Threading and History

The bot is designed to reply within the existing email thread, keeping the subject line and history intact. This creates a clean and continuous conversation for the contact.

Automation Actions

The email channel supports the same automation actions available in other bot channels. Depending on your bot's configuration, it can perform actions like triggering workflows, stopping its own replies, or handing the conversation over to a human agent. Please note that the specific Conversation AI action inside workflows does not currently support the email channel. Email automation applies to bot replies for inbound emails directly.

Primary Bot Requirement

For the bot to automatically respond to general inbound emails, it must be set as the primary bot for the email channel. A primary bot is responsible for handling incoming conversations on its assigned channels.