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Email a customer straight from a conversation in the Conversations inbox, for example to follow up after a chat ends. Emails come from an address on your company’s domain. An admin sets up and verifies the sender once. After that, anyone on your team can send.
Looking for AI replies to emails in your Outlook mailbox? See Outlook AI email replies.

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Set up the sender

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Before you begin

You need:
  • IrisAgent dashboard admin access
  • A From address and a Reply-To address on the same domain your company owns. The mailboxes can differ (support@acme.com and help@acme.com work), but the domains must match exactly.
  • Access to the domain’s DNS records, or help from whoever manages them
Do not use placeholder domains (test.com, example.com), a customer’s domain, or consumer domains (gmail.com, outlook.com). The DNS records you add do not change your existing inboxes or email hosting. They only authorize IrisAgent’s email provider to send from your domain.

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Configure the sender

  1. Open Deploy → Email channels.
  2. Enter the From address.
  3. Optionally enter a Sender name, such as Acme Support. If blank, your account’s default name is used.
  4. Enter the Reply-To address for customer responses.
  5. Click Save.
IrisAgent creates the sender domain with the email provider and shows the DNS records to add.

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Verify the domain

  1. Add each record to your DNS provider exactly as shown (type, name or host, value, and priority). Use the copy buttons or Copy all.
  2. Save the DNS changes.
  3. Back in Deploy → Email channels, click Check DNS verification.
The status refreshes while the panel is open. DNS changes can take a while, so the domain may stay pending for some time.
Add only the records IrisAgent shows. Do not remove or replace existing mail records unless your DNS admin confirms it is safe.

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Enable conversation emails

When the domain shows verified, select Enable conversation emails and click Save. Changing either address disables sending until the new domain is verified. If you only change the mailbox part and keep the domain, save and follow the status in the panel.

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Send an email from a conversation

  1. Open the conversation in Activity → Conversations.
  2. In the composer, select the Email tab.
  3. Check the subject (default: “Following up on your conversation”).
  4. Write your message and click Send email.
The email goes to the conversation contact’s email address and shows in the timeline with a status: Pending, Accepted, Sent, or Failed. Good to know:
  • The conversation needs a contact with an email address. Ask for one in your chatbot’s handoff procedure so it is captured early.
  • Customer replies go to your Reply-To mailbox, not back into IrisAgent. Watch that mailbox.
  • Limits: 100 emails per hour per account, and 10 emails per recipient per day.

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Troubleshooting

DNS records do not appear. Confirm both addresses are valid and on the same domain, then click Retry domain setup. Your settings are kept. The domain stays pending. Check every record for the right domain and for typos in type, host, value, and priority. If your DNS provider appends the domain automatically, enter only the host part. Wait for propagation, then click Check DNS verification again. The enable checkbox is unavailable. The domain is not verified yet. Finish the DNS steps and check again. The Email tab says email is unavailable. An admin has not finished setting up the sender. The settings are read-only. Only dashboard admins can change the sender. Ask an admin. For help, contact IrisAgent support.