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Email inbox

Customer emails can arrive in the same Inbox as website chat and WhatsApp. Your customers keep writing to your usual support address; you forward it to a private ZynfoAI address. Only owners and admins can set up email. Go to AI Agent and open Email.

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Turn it on

1

Receive customer emails

Turn on Receive customer emails. Under Your ZynfoAI email address, click Copy. Keep this address private.
2

Forward your support email

  • Gmail or Google Workspace: in Gmail, open Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address, and paste the address. Gmail sends a confirmation email: it shows in your ZynfoAI Inbox under Waiting. Open it and follow the link. Then choose Forward a copy of incoming mail to this address and save.
  • Outlook or Microsoft 365: open Settings → Mail → Forwarding, turn on forwarding, paste the address and keep a copy of forwarded messages. If emails don’t arrive, ask your Microsoft 365 admin to allow forwarding to outside addresses.
3

Check it works

Send an email to your support address from another account. It should appear in the Inbox under Waiting within a minute.
New emails wait for your team in Waiting. Replies to the same email thread join the same conversation.

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Reply by email

Reply in the Inbox as you would in a chat. The customer gets your reply as an email in the same thread, and their answer comes back to the same conversation. Replies are sent by email only while Messages outside the chat is on. Turn it on in Automate → Outbound email and WhatsApp settings. See Automate.

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AI replies to email

Turn on AI replies to email to let the AI agent answer new emails. It’s off until you turn it on, and it needs Receive customer emails and Messages outside the chat on first. The AI answers from your knowledge and connected integrations. An email goes to your team instead when a teammate already has the conversation, or when the request needs a form or a person.

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Send from your company

By default, replies come from ZynfoAI’s sender address with your workspace’s name. To send from your own address:
  1. Under Send from your company, enter your Company support email, such as support@yourcompany.com.
  2. Click Connect domain. ZynfoAI shows DNS records.
  3. Add the records at your domain’s DNS provider, then click Save and check verification.
Once it shows Verified, replies use your address. Until then, replies use the ZynfoAI sender.

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Good to know

  • Attachments aren’t stored. The message says how many there were.
  • Emails are shown as plain text.
  • New address makes a new ZynfoAI address. The old one stops working at once, including for replies to emails your team already sent, so update your forwarding straight away.