Set up the email channel

Summary

You set up the email channel on the Entry-points screen in the KonversAI console. The screen has the title Customer entry points. Select the Email tab on that screen. There you name the configuration, copy the address that receives mail, set the address that sends mail, and publish the DNS records for your sending domain. KonversAI sends and receives this mail through Lettermint.

Who can do this

A Tenant Admin. On the Entry-points screen in the KonversAI console, only a Tenant Admin can add an address, remove an address, run a forwarding test, or start a DNS check. KonversAI answers Only tenant admins can modify email engagement configs. to anyone else. The DNS panel shows Only tenant administrators can trigger a DNS reverification. in place of the button.

Before you start

Make sure your tenant has the email feature. Email is a per-tenant feature flag. When the feature is off, the Email tab on the Entry-points screen in the KonversAI console shows Email is not enabled for this tenant yet. Reach out to support to opt in., and Conversations → Email is missing from the left sidebar. Contact support to switch the feature on.

Get access to the DNS host for the domain you want to send from. You must add several records there. You cannot finish the sending part of the set-up without that access.

Decide which address customers write to. You can use the ingress address that KonversAI generates for you. You can also keep your own address, such as support@yourcompany.com, and forward mail from it. Forwarding needs a rule in your own mail server.

Steps

1. Select Settings in the left sidebar of the KonversAI console, then select Entry-points. Select the Email tab.
2. Open the existing configuration, or select + to add one. Type a name in Config name. The name is required and internal, and no customer sees it. Keep Enable this email engagement config checked.
3. Open Receiving e-mail. Copy the ingress address with the copy button next to it. Any email sent to that address goes into this configuration.
4. Add your own address in Receiving e-mail if you want to keep it. Type the address in the empty row, then select Add address. KonversAI shows Enter a valid email address. for text that is not an address.
5. Create a forwarding rule in your own mail server. Forward every message from your own address to the ingress address you copied in step 3.
6. Open Sending e-mail. Type the address customers see on replies in Outbound “from” address. Leave the field empty to send from the ingress address instead. Select Save.
7. Read the Status for sending emails panel beside the form. The panel lists Receiving mail, Sending mail and Domain ownership. A red dot with DNS setup required or TXT verification required means work is left.
8. Add every row of the DNS table at your DNS host, under the heading Actions in your DNS host. Each row gives you the record name, the Type, the TTL and a Content value. Use the copy button next to Content so the value stays exact.
9. Select Check DNS after your DNS host publishes the records. Publication can take some minutes. Select Check DNS again if a row is still not active.
10. Select Test next to your own address in Receiving e-mail. KonversAI sends a test message to that address and waits for the forwarding rule to return it. The status changes to Verified when the message arrives.

FAQ

Where do I read the emails after the set-up?

Select Conversations in the left sidebar of the KonversAI console, then select Email. That screen holds the email threads the assistant handled. The Conversations → Email item only appears when your tenant has the email feature switched on. The set-up itself stays under Settings → Entry-points, on the Email tab.

What is the ingress address?

The ingress address is the address KonversAI generates for your email configuration. KonversAI shows the address under Receiving e-mail on the Email tab of the Entry-points screen, with a copy button next to it. Every message sent to the ingress address is processed by that configuration. Point your own forwarding rule at the ingress address.

Can I use my own support address as the from address?

Yes. Type your own address in Outbound “from” address under Sending e-mail on the Email tab of the Entry-points screen in the KonversAI console. You must then publish the DNS records that the Status for sending emails panel lists for that domain. Without those records, Lettermint refuses to send from the domain, and customers get no reply.

The forwarding test does not complete. What is wrong?

KonversAI shows Forwarding test did not complete in time. Check forwarding rules and try again. when the test message does not come back within two minutes. Check that your mail server forwards to the exact ingress address shown under Receiving e-mail. Check that the forwarding rule keeps the original message headers. A test expires after 30 minutes, and the status becomes Expired. Select Test again after you correct the rule.

KonversAI says I must set an outbound From address. Why?

KonversAI shows Set an outbound From address before sending a forwarding test. because the test message needs a verified sender. Open Sending e-mail on the Email tab of the Entry-points screen in the KonversAI console. Type an address in Outbound “from” address and select Save. Then run the test again from Receiving e-mail.

Why does the domain status not change after I edit the address?

The Status for sending emails panel checks the domain of the last saved address, not the text in the form. The panel warns you: Your outbound From address has unsaved edits. Select Save on the Email tab of the Entry-points screen in the KonversAI console. The panel then checks the new domain.

How do I stop email without deleting the configuration?

Open the Email tab of the Entry-points screen in the KonversAI console. Clear the checkbox Enable this email engagement config, then select Save. The card then carries a DISABLED badge. KonversAI ignores inbound mail to the ingress address and sends no replies from that configuration. Your addresses, branding and DNS records stay as they are.

Can I change how the AI replies open and close?

Yes. Open Reply policy on the Email tab of the Entry-points screen in the KonversAI console. Greeting instructions guides how a reply opens: tone, salutation style, and when to use the customer’s name. Closing instructions guides the sign-off. Neither field is a fixed signature block. Select Save after you edit them.