Email

Email gives your agent an inbox for customer messages. It uses your agent's knowledge and instructions to draft replies, flag messages for review, or discard unwanted mail. Auto-send is off by default, so you can review drafts before enabling automatic replies.

Enable Email

Open Settings > Email and click Enable. Copy the generated agent inbox address, such as [email protected]. You can also copy it from Channels > Email integration. Your plan must include Email, and the feature must be available to your account.

Send a test message from an external mailbox to this address, then open Activity > Emails to review it.

Connect inbound email

To keep using an existing support address, configure your provider to route or automatically forward incoming customer messages to the agent inbox. Use a route that preserves the customer's From address.

Agentkit replies to the incoming sender. If you manually forward a message, the sender is usually you, so the reply goes to you rather than the customer quoted in the body. CC or BCC works when the customer is the sender; copying Agentkit on your own outgoing email does not make it reply to the customer.

Google Workspace

An administrator can use Apps > Google Workspace > Gmail > Default routing to route a support address to Agentkit.

1. Add a rule matching the specific support address, such as [email protected].
2. Under Change envelope recipient, replace the recipient with your agent inbox address.
3. For an existing support address, choose Perform this action on non-recognized and recognized addresses. Keep the rule limited to the specific support address.
4. Save and test delivery. Changes can take up to 24 hours.

Replacing the recipient redirects delivery. If your team also needs a mailbox copy, use Google's Add more recipients option instead of replacing the recipient.

See Google's default routing guide.

Gmail

In Gmail, open Settings > See all settings > Forwarding and POP/IMAP (or Forwarding) and add your agent inbox as a forwarding address. Gmail sends a confirmation message to that address. Complete Gmail's confirmation before enabling forwarding or creating a forwarding filter.

Check Activity > Emails for the confirmation message, including Discarded. If it does not appear, forwarding cannot be completed through that flow; use an administrator-managed route or another provider. Agentkit may ignore automated messages.

Use a filter to forward only support messages. See Google's Gmail forwarding guide.

Microsoft 365

Use Outlook forwarding or an administrator-managed mailbox rule.

Work accounts may block external forwarding. If mail does not arrive, ask your administrator to check external forwarding policies.

Other email providers

Use your provider's routing or automatic forwarding settings, with the agent inbox as the destination. Availability and confirmation steps vary by provider and plan. For example, Proton documents its requirements in its email forwarding guide.

Optional reply routing

Outgoing replies always use the agent's Agentkit address. To send customer responses back to your business inbox, add a business reply address in Settings > Email.

1. Add the business reply address. Agentkit emails a six-digit code to that mailbox.
2. Enter the code in Settings > Email and click Verify address. The code expires after 15 minutes.

If this address already forwards to Agentkit, look for the code under Activity > Emails > To review. Agentkit does not draft or send replies to its own verification messages. If the message does not appear, arrange to keep a copy in your business mailbox and resend the code. Some forwarding routes remove the details Agentkit needs to recognize it.

After verification, Agentkit uses your business address as Reply-To. Until then, customer replies go to the agent inbox. Changing the address requires verification again.

Forwarding is optional. Enable it only if you want customer replies to return to Agentkit. Any teammate with access to the agent can enter the code.

Configure replies

Open Channels > Email integration, adjust the settings, and save:

• Display name, disclaimer, and signature control the sender name and footer.
• Send replies automatically sends eligible drafts without review. Actions and discards can still run when this is off.
• Additional email instructions guide tone and which messages to answer, flag, or discard. Your agent's main instructions also apply.
• Allowed actions selects which compatible server actions email may invoke. Actions require the receiving mail server to verify the sender's mailbox identity. They can run while drafting. Leave them unchecked until you have tested their effects.

For example, use “Answer product questions,” “Flag refund requests for human review,” or “Discard recruiter outreach.” Agentkit is instructed to flag sensitive messages and discard spam. These decisions use AI, so review the results before enabling auto-send.

Replies are generated as plain text. Agentkit adds the configured disclaimer and signature separately. Its instructions discourage financial commitments, refund promises, and legal positions; review drafts for accuracy and suitability.

To pause automatic replies while keeping incoming messages, turn off Send replies automatically. Disabling the Email integration causes incoming messages to be ignored rather than queued for later.

Review emails

Open Activity > Emails:

A Draft is ready to edit and send. Flagged for human review shows why a message needs attention. Attachments, review rules, quota limits, guardrail blocks, or generation failures can trigger review. For customer messages without a reply, choose Draft a reply.

Agentkit cannot read email attachments. Review them in your original mailbox before replying. Generating a reply uses message quota, including a generated reply later flagged by an output guardrail. Messages flagged or discarded before reply generation do not use message quota.

You can edit the full reply, including its disclaimer and signature, before sending. Sent threads also support follow-ups. Sent means a teammate sent the reply; Auto replied means Agentkit sent it automatically.

In a discarded customer thread, Draft a reply creates a draft without restoring the thread. Sending the reply or receiving a new message in that thread brings it back to the inbox.

To hand a message to someone outside Agentkit, open the original and choose Forward. It sends from your agent address with the thread's incoming sender as Reply-To. Attachments are not included, and each forward appears under the original message.

Test before enabling auto-send

1. Send a routine question through your real support route. Check the sender, draft recipient, answer, and footer.
2. Send a message matching a review rule and one with an attachment. Confirm both wait for review.
3. If you configured a reply address, send a reply manually, then answer it from the customer mailbox. Confirm the response reaches the business inbox. If you enabled forwarding, check that it also reaches Agentkit.
4. Test any allowed actions with test data. Enable auto-send only after reviewing the results.

Troubleshooting

Emails do not appear

Confirm Email is enabled, your plan includes it, and the destination address is correct. Check forwarding filters and provider restrictions. Messages received while Email is disabled are not queued.

To prevent loops, Agentkit ignores mail from its own inbox domains and messages marked as automated, bulk, or mailing-list mail. Its recognized reply-address verification messages are an exception. Other unwanted messages may appear under Discarded.

Reply address verification does not complete

Check the business mailbox and spam folder, or To review if the address forwards to Agentkit. Use Resend code if it expired or did not arrive. Wait 60 seconds between requests; each agent can request up to 10 codes in any 24-hour period.

Auto-send does not send a reply

Check that Email and auto-send are enabled and saved. Open the thread to see the review reason and check your remaining message quota. Flagged drafts do not auto-send.

Replies go to the wrong person

Check the incoming message's From address. Use routing or automatic forwarding that preserves the customer as sender, rather than manually forwarding their message. A business reply address controls where customers respond; it does not change the recipient of Agentkit's reply.