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.
Personalization 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.
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