Email Agent Setup

Email agents let you handle customer emails in the same Inbox as chat and SMS. This keeps response quality and reporting consistent across channels.

1. Confirm your email channel

Contact Applied Labs support to:

• Associate your support email address with the agent.
• Set testing rules (for example, only accept emails from your domain while you test).

These rules keep testing safe while you validate the agent.

2. Configure inbound and outbound email

Follow the steps in Email Setup to route inbound email and set up outbound sending.

Once routing is in place, new messages will appear in the Inbox as email conversations.

3. Test and go live

• Send a test message and review the response.
• Run a small set of Test Coverage scenarios.
• Create a revision and deploy when you are ready.

Next steps

• Test Coverage
• Escalations