Configure an email channel
Use Email Management to decide which tenant email addresses CXP accepts and which AI Assistant handles initial processing.Prerequisites
- Your role can manage settings.
- The AI Assistant you want to use already exists.
- Your tenant email domain and provider routing are configured by Crescendo.
Add an email address
- Open Settings.
- Select Email Management.
- Add a service address.
- Choose the AI Assistant for that address.
- Set the address to active.
- Configure the From display name and optional Default From Address below it. Leave the address blank to inherit the tenant default. Set auto-reply text when disabling an address.
- Save the address.
Configure sender settings
Set the tenant Default From address as the fallback for Concierge Agent email responses. Set a channel’s Default From Address to override that fallback for direct, forwarded, and existing-thread bot replies. Clear the channel field to restore inheritance. Configure its trusted domain when needed. A service address is used for bot replies only when you explicitly save it as the default. Confirm that the mail provider authorizes this sender and that customer replies reach the intended CXP channel. Without a valid, available default, bot responses are not sent. Configure Followers From address separately for internal notifications. See sender setup and behavior. Use a clear From name for customer-facing addresses. Customers should be able to recognize the support team that replied.Test the channel
Send a synthetic email to the configured address and confirm:- A conversation appears in CXP.
- The timeline includes the inbound email.
- The expected AI Assistant and routing path are used.
- Bot replies use the channel Default From Address when set, otherwise the tenant default. Incoming participants do not select the sender.
- A customer reply to that address returns to the intended conversation channel.