Email lets an agent communicate outside web chat. Configure the communication channel and the permitted contacts before relying on it for updates.
Choose an email connection
Open the agent's Settings → Email Settings and choose the appropriate route:
- Use its platform-provided address where available.
- Choose Connect Gmail or Connect Outlook for a guided mailbox connection.
- Enter manual SMTP and IMAP settings for a compatible mailbox or relay.
The Email Settings guide covers authorization, sending and receiving controls, testing, and reconnecting. Testing and saving are separate operations. Verify a real incoming and outgoing message after setup.
An Organization email service can supply the sender for agents using default addresses. An explicitly connected agent mailbox keeps its own connection. Organization sending configuration does not create inbound mailboxes.
Permissions and email review
An email connection supplies the channel. Contact access determines who may communicate with the agent in each direction. Use Review Before Send when external email must wait in Outbox for an authorized person to inspect, edit, approve, or discard it.
Approval does not override a blocked contact, grant mailbox access, or prove delivery. Provider acceptance and actual arrival are different states; check the destination or provider trace before retrying an uncertain send.
Attachments and inbound processing
Email attachments enter the platform's file-security process. They may remain unavailable while scanning, and rejected files cannot be used merely because they arrived through email. See Files And Workspaces.
On a customer-run deployment, verify provider callbacks, the relevant email or channel runner, scheduler, and workers before expecting prompt inbound processing. See Troubleshooting.