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Process inbound customer emails and generate context-aware AI draft replies.
Operator handles inbound email communications through src/server/services/omnichannel/email.ts and resend.ts.
Customer emails are parsed, converted into conversation threads in the Unified Inbox, and can be replied to automatically or drafted for staff review.
Configure email under Channels > Email (/channels):
- Resend API: Connect using your Resend API Key and verified sending domain for transactional email delivery.
- Custom SMTP: Configure custom SMTP host, port, username, and password for enterprise server routing.
For sensitive inquiries, you can configure email to run in Assisted Mode:
- When an email arrives, Operator analyzes the customer question and generates an AI draft reply with Knowledge Base citations.
- Staff review the draft in /inbox, edit if desired, and click Send with a single click.