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Email tools enable your agent to send customized emails during conversations. Whether you need to send confirmation emails, follow-up messages, or notifications, email tools provide flexible templating with dynamic content from your conversations.

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Who this tool is for

Your agent answers in two kinds of conversation: the ones it has with your customers, and the ones your own team has with it. The Who this tool is for setting on the tool’s Basic tab decides which of them can use it: Everywhere (the default) for both, Customers only to keep it out of your team’s own conversations, or Your team only so it never reaches a customer, not even through a goal. The preview reflects a change right away, and your live channels pick it up when you publish the agent.

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Configuration

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Recipient

Define who receives the email. You have two options:
  • Static - Enter a fixed email address (e.g., your sales team’s inbox)
  • From Input - Use an email address collected from the visitor during the conversation
For most use cases, you’ll want to collect the visitor’s email as an input and reference it here.

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Subject

The email subject line. You can include placeholders to insert dynamic content from inputs. Placeholders use double curly braces:

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Body

The email body content. Like the subject, you can include placeholders for personalization:
Line breaks in the body are automatically converted to HTML <br> tags when the email is sent.

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Inputs

Inputs define the dynamic information your agent collects from visitors. Each input you create becomes available as a placeholder in your subject and body. For each input, configure:
  • Name - Display name for the input
  • Key - The placeholder key (e.g., firstName for {{firstName}})
  • Type - Data type (text, number, decimal, or boolean)
  • Required - Whether the agent must collect this before sending
  • AI Inferred - Whether the agent can extract this from conversation context
Quick-start templates are available for common inputs like first name, last name, email, and phone.

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Testing

Before going live, verify your email configuration:
  1. Preview - See how your email will look with placeholders rendered
  2. Test Values - Enter sample values for each input to preview the result
  3. Send Test - Send an actual test email to verify delivery
The preview shows both the rendered version (with test values) and the raw template (with placeholders visible), so you can verify your templating is correct.