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Email: Send and receive email in Conversations AI

Conversations AI allows your team to send and receive emails with leads and customers from a shared email address.

Conversations AI email interface

When a business gets a new lead from web chat or a form, and that lead provides an email address as a way to contact them, anyone on the team can reply via email to that customer from the centralized Conversations AI inbox, without needing to open a separate email client.

Features​

  • Available to all users of Conversations AI, both Conversations AI Standard and Conversations AI Pro
  • Send emails to contacts using the business's assigned email address
  • Receive email replies back into a team-shared Conversations AI inbox, where anyone on the team can continue the conversation
  • Set up email forwarding to receive emails sent to a business-owned email address in Conversations AI
  • AI auto-response support for 24/7 customer support via email

How email works​

Assigned email address​

Every business account is assigned a unique Conversations email address in the format reply+xxxxx@businessapp.io. All outbound emails from Conversations are sent from this address, and customer replies are routed back into the Conversations inbox automatically.

The assigned address is visible at Business App > Administration > Email Configuration > Advanced email settings, listed as the Forwarding address.

Sending emails​

To send an email to a new or existing contact:

  1. Click New Message in Conversations
  2. Enter the recipient's email address
  3. Write your message, then select Email in the Send via dropdown menu
  4. Click Send

New message interface

When the customer replies, their response is automatically routed back into the same conversation thread, where any team member can continue the discussion.

Email forwarding​

By setting up email forwarding, a business can receive emails sent to an address it already owns (like team@yourcompany.com) directly in Conversations AI. When a customer sends an email to the business address, a copy is forwarded to the Conversations inbox, where it appears as a new conversation. The team can then read and reply directly from Conversations.

This is useful when the business wants customers to email a familiar, branded address while the team manages all replies from one place.

How to set up forwarding​

  1. Find the Conversations forwarding address at Business App > Administration > Email Configuration > Advanced email settings, in the Forwarding address field (it looks like reply+xxxxx@businessapp.io)
  2. Copy this address
  3. In the email provider's settings, add this address as a forwarding destination

Once forwarding is active, any email sent to the business address is also delivered to Conversations.

Forward from Gmail​

  1. In Gmail, go to Settings > See all settings
  2. Select the Forwarding and POP/IMAP tab
  3. Click Add a forwarding address and paste the Conversations forwarding address
  4. Click Next, sign in again if required, and confirm
  5. In Conversations, a confirmation message appears with a link. Click the link to confirm the forwarding request
  6. Return to Gmail Forwarding settings and enable forwarding, then save changes

Gmail filters can also be used to forward only specific messages.

Forward from Outlook​

  1. In Outlook, go to Settings
  2. Select Mail > Forwarding
  3. Select Enable forwarding, enter the Conversations forwarding address, and select Save

Email configuration settings​

The Business App > Administration > Email Configuration page contains email settings for each business account.

  • Sender and reply settings: Controls the sender name, reply address, and display address used by Campaigns and other integrated services. These settings do not affect emails sent through Conversations.
  • Advanced email settings: Contains the Conversations forwarding address and sender domain configuration. A custom sender domain can be configured for use with Campaigns and other integrated services. Conversations sends from the assigned @businessapp.io address.
  • Email domains: DNS record configuration (SPF, DKIM, DMARC) for custom sender domains. These records improve deliverability for emails sent by Campaigns and other services.

FAQs​

Can a business send Conversations emails from a custom domain?

Conversations sends all emails from the assigned reply+xxxxx@businessapp.io address. A custom sender domain can be configured at Business App > Administration > Email Configuration, but that applies to Campaigns and other integrated services, not Conversations.

To give customers a familiar point of contact, set up email forwarding from the business email address so that inbound messages arrive in Conversations.

Can each user get their own email address?

Each business uses one shared email address for Conversations. When a team member sends a message, their name is visible in the sender details and email signature, so customers can see who they are communicating with.

What is the "email configuration" area in Business App settings?

The Email Configuration page at Business App > Administration > Email Configuration contains settings for both Conversations and other email services. The Sender and reply settings section applies to Campaigns and other integrated services. The Advanced email settings section is where the Conversations forwarding address and sender domain options are located.

Is there a limit on how many emails can be sent?

Yes. There is a daily email sending quota per business account. If a business is unable to send emails, it may have reached its daily limit. The quota resets every 24 hours.