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 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.