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Email Management

Use Settings > Email Management to configure tenant email addresses for inbound and outbound customer conversations.

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Prerequisites

You need administrator permissions for channel management.

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Email addresses

Each configured address routes inbound email to a tenant and an AI Assistant. Administrators can create, edit, enable, disable, and delete configured addresses according to tenant policy.

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Assign an AI Assistant

Choose the AI Assistant that should handle inbound email for the address. The assistant should have email-appropriate instructions, knowledge, categories, and handoff behavior.

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Configure sender identity

Email Management can include sender settings such as:

• From display name
• Default From address
• Followers From address for internal follower notifications
• Trusted domains when customer-domain forwarding is used

These settings affect how outbound customer and internal notification emails appear.

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Enable or disable an address

Enabled addresses can route inbound email into CXP. Disabled addresses remain configured but do not process inbound messages as normal conversations. When supported, configure disabled-address auto-reply text so senders receive a clear response while the address is disabled.

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Attachments and delivery status

CXP can store inbound and outbound email attachment metadata and show outbound delivery status in the conversation timeline. Delivery status depends on provider events and may update after the agent sends the email.

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Test after changes

After changing email configuration:

1. Send a test email to the configured address.
2. Confirm the email creates or updates the expected conversation.
3. Confirm the assigned AI Assistant or routing behavior is correct.
4. Send an agent reply from an assigned conversation.
5. Confirm outbound sender identity and delivery status.