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The email channel handles support mail through forwarding. Customers still write to your public address. Forward copies from your mail host. Your AI replies when allows. Your team sees threads in the inbox.
New here? Skim this page, then open Connect Email to go live.

Email Seen receipts

Outgoing email sessions show double ticks when Open tracking is enabled for the sending domain in Settings → Domains. Grey ticks mean Sent; blue ticks mean Seen. Hover over the ticks for the message time and Last seen time. Later detected opens update Last seen automatically. This applies to human and AI replies, workflow replies, and new-session emails sent directly by OpenCX. Notes, drafts, failed sends, and emails delivered through other integrations do not receive these ticks. Click tracking alone does not enable them. With open tracking disabled, no ticks appear, including grey ticks. Receipts use newly reported activity; historical opens are not imported. An older email can show Seen when a new open is detected and matched to it. Seen describes the email, without identifying which recipient opened it. Email clients can load or block tracking images, so a detected open is not proof that a person read the content.

Core Functionality

Emails forwarded to OpenCX are picked up automatically. Works with your existing addresses — no migration required.
Your AI replies to customers using the knowledge base and tools you’ve already set up. Autopilot controls which emails get auto-replied.
Attachments come through on inbound emails. Outbound replies can include attachments too.
Replies stay in the same email thread your customer started. The OpenCX dashboard is the source of truth — email clients may group threads differently.
Connect to Zendesk, HubSpot, Salesforce, and others from the integrations settings.
Quietly copy every reply sent from an inbox to your CRM’s inbound address, so it sees both sides of the thread. See Copy Replies To Your CRM.
when needed — your team picks up right where the AI left off.
Outbound replies keep rich formatting (bold, lists, links) and strip anything unsafe. Your customers see clean HTML emails.
Form submissions that forward to your support address are treated as new email conversations automatically — no separate setup required.
Autopilot and topic rules can be configured at the channel level in Autopilot settings.
You forward mail at your host. Replies send from your . Thread layout varies by mail client—see Email Flow.

Integration Options

Forward a copy of mail for your support address to the address from Connect Email. Verify the domain. Register the address in your OpenCX dashboard. Mail then appears in your inbox.

Connect Email

Step-by-step: domain, address, provider rule, connection test.

Connect Email

Domain verification, provider setup, connection test.

Email Flow

Session matching, threading, and outbound format.

Troubleshooting

Connection failures, missing replies, and common fixes.

Human Handoff

AI to human escalation — applies to email sessions.