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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 a Concierge Agent. Administrators can create, edit, enable, disable, and delete configured addresses according to tenant policy.

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Assign a Concierge Agent

Choose the Concierge Agent that should handle inbound email for the address. The agent 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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Control automated customer notifications

Use Disable customer email notifications to stop automated emails that CXP sends when a conversation is created or its status changes. The switch is on by default, including when a tenant has not saved the setting yet. Turning this switch on does not change existing email conversations or prevent customers and agents from exchanging real email messages. It only suppresses the automated conversation notifications. Turn the switch off when customers should receive those notifications, then select Save.

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Configure email signatures

Signature editors support inline logo and image sizing. Select or hover an image to reveal its right-edge resize handle, then drag to choose a fixed pixel width. Use Reset in the image controls to return to responsive percentage sizing. The configured size is retained when an agent applies the signature to an email reply. To make a logo or social icon clickable, select or hover the image and choose Link in its image controls. Enter an http, https, or mailto destination, then select Apply. Open the same image control again to edit or remove the destination. The formatting-toolbar Link action also works for a selected image. CXP retains safe image links when you paste a linked image into the signature editor. Send a test reply and select each image in the delivered email to confirm that it opens the intended destination.

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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 stores inbound and outbound email attachments in tenant-owned storage and shows their attachment controls in the conversation timeline. For bot-owned inbound email, the assigned Concierge Agent’s existing file-upload and attachment-analysis settings govern whether supported images and PDFs are analyzed before it responds. Email Management continues to own address routing and attachment storage; it does not add a separate analysis switch. 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 Concierge Agent or routing behavior is correct.
4. Confirm the customer notification behavior matches the switch setting.
5. Send an agent reply from an assigned conversation.
6. Confirm outbound sender identity and delivery status.