Email channel

In Channels → Email, turn automatic email support on or off. Configure the three settings areas: General, Appearance, and Security & limits. General settings control the sending identity: the display name and the signature. Appearance controls the outgoing template: the logo, header color, the footer block, social links, and the optional feedback prompt. The footer block holds three controls together: the legal footer text, the footer background color, and the footer text color. Preview content shows the layout only. Send test and real messages to check the final rendering in the mail client.

The display name holds at most 100 characters, the signature at most 2,000, and the AI disclaimer at most 1,000. Legal company name holds at most 200 characters, Postal address 1,000, and Website 500.

Template colors

The template has three color fields: Header Color, Footer Background Color, and Footer Text Color. Leave a field empty to keep the default color. An empty field renders the same email as before.

Each field accepts one safe CSS color:

• A hex value with 3, 4, 6, or 8 digits, such as #1a1a2e or #1a1a2e88.
• An rgb(), rgba(), hsl(), or hsla() value with numeric arguments, such as rgb(0, 0, 0).
• One of the 148 CSS named colors, such as cornflowerblue.

The product rejects every other value, and it rejects a value longer than 64 characters. transparent, inherit, and currentcolor are not accepted. A rejected value blocks the save and shows an error. The stored color stays as it was.

Warning: a footer text color that is close to the footer background color can hide the unsubscribe link.

The product protects three elements against this: the unsubscribe link, the privacy link, and the identity block. If your footer text color has too little contrast, the product uses a legible color for those three elements only. Your color stays on the rest of the footer.

Security & limits includes the cold sales setting, a deliverability alert contact, an hourly rate limit, and a list of blocked senders. Add blocked email addresses or domains one per line. The system does not send an automated reply to these senders. A rate limit sets a safety bound. It does not guarantee delivery of every valid message. Delivery also depends on a verified sending domain and on upstream mail services.

Cold sales emails

Don't reply to cold sales emails is on by default for every agent. When the first email of a new conversation looks like an unsolicited sales, marketing, or cold outreach pitch, the agent does not reply to it and no credits are used. An email that carries a List-Unsubscribe header, which bulk and marketing tools add, counts as cold sales too. A reply inside a conversation the agent or a teammate has already answered is never filtered.

The email is not deleted. It appears in the agent's Activity list with a Cold sales label, and the conversation shows the full message and its attachments. If the sender is a real customer, open the conversation and select Take Over to answer it from the Inbox. Until someone answers or takes over, a follow-up from the same sender in that conversation is kept the same way, without a reply.

The check is made by a classifier and leans towards answering: when it is unsure, or unavailable, the agent replies as usual. Turn the setting off in Security & limits to have the agent answer every email. Use blocked senders to drop a sender's email entirely.

Files customers send

When a customer emails a PNG or JPEG image, the agent sees up to 4 images of about 3.75 MB or less each with that email, if the agent's model supports images. If no provider accepts the images, the agent answers from the text alone. On later replies in the same thread, the agent reads the text extracted from earlier attachments, up to 2,000 characters per file and 20,000 characters per reply, but not the images again.

Files in Inbox replies

When a teammate replies to an email ticket from the Inbox with a file attached, the customer gets the file in the email. A PNG, JPEG, WebP or GIF image shows in the body of the email, with a link to the file under it. Every other file, such as a PDF or a text file, is listed under Attachments as a link with its size. The plain-text version of the email lists every file as a link. The links never expire: each one opens the file through AgentStack, which fetches a fresh copy from storage every time, so a link still works weeks after the email was sent. Some email clients hide images from an unknown sender until the reader allows them; the link under the image still opens it.

Addresses and domains

General settings also hold this agent's email addresses. Add an address on the AgentStack host, or on a domain the organization has verified, and select the primary one. Addresses stay with the agent. An organization can use up to 20 addresses on the AgentStack host and up to 20 addresses on each verified custom domain. Manually added and automatically generated addresses use the same AgentStack host limit. If the organization reaches this limit, enabling email cannot generate an address.

The Custom Domains card below them is read-only. It lists every domain the organization can send from, with its sending and receiving status, because a domain is shared by every agent. Select Manage domains to add, verify, or remove one on the Domains screen.

Before you present an address as your own, configure a custom email domain. Keep the sending identity short. Publish accurate support contact information. Test a normal reply and a blocked sender. Do not place secrets or sensitive customer details in an email signature or template.