The Email channel connects a real mailbox from your business — the one you already use today to help
customers, for example support@your-business.com — with your AI agent. Once connected, the agent
reads the emails that arrive at that mailbox and replies from the same address, just like someone on
your team would: a customer who writes to you by email never notices there’s a step in between, except for
the transparency notice the law requires (section 9).
It’s one more channel among the ones you already know from Manual 24 · Channels: it’s set up from the same Channels screen, with the same “Add channel” button, and it shares the same underlying actions with WhatsApp, Telegram and the widget — assigned agent, escalation owners and “Allow attachments”. This manual covers what’s specific to Email: the IMAP/SMTP connection form, the mandatory connection test, and how it works under the hood.
Note — It isn’t a new mail inbox
It doesn’t replace your usual mail client or create a new account: it connects to the mailbox you already have, with the same access credentials (username/password or app token). Your team can still read that mail from wherever they always have; on top of that, now they’ll also be able to see it and reply to it from Conversations (section 10).