Email Channel

Turn incoming customer emails into tickets your AI agents can answer.

Connecting your inbox

On the Channels tab, add your support mailbox. You’ll need:

Incoming mail details: server, port, username, password.
Outgoing mail details, so replies send from your own address.
Optionally, route this channel to a team, so its tickets land with a specific group.

The portal validates the connection when you save, and shows you the status. If something is wrong, there’s a Retry option.

What happens once it’s connected

Emails to that address become tickets. Your AI agents answer them from your knowledge base, and replies go out from your own address – your customer never sees anything but your brand.

Anything the AI can’t answer is handed to your human team in the agent workspace, with the full email thread attached.

Which mailbox?

Most customers connect the support address they already publish – [email protected] or similar. If you’ve linked a custom domain to ESC, that gives you a branded [email protected] address to use.

If the connection fails, it’s almost always the incoming or outgoing mail settings. Check them against what your mail provider gives you, and confirm the account allows access from external mail clients – some providers require an app-specific password rather than your normal one.