> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Email overview

> Overview of the AI email channel — forwarding setup, shared inbox, Autopilot replies, human handoff, and third-party integrations with Zendesk, HubSpot, and more.

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 <Tooltip tip="Controls which conversations the AI auto-replies to. Configure per channel under Settings." cta="Autopilot settings" href="https://platform.open.cx/settings/autopilot">**Autopilot**</Tooltip> allows. Your team sees threads in the **[inbox](https://platform.open.cx/inbox)**.

<Tip>
  New here? Skim this page, then open **[Connect Email](/email/forwarding)** to go live.
</Tip>

## Core Functionality

<AccordionGroup>
  <Accordion title="Ingest and Forward" icon="inbox-in">
    Emails forwarded to OpenCX are picked up automatically. Works with your existing addresses — no migration required.
  </Accordion>

  <Accordion title="AI Responses" icon="robot">
    Your AI replies to customers using the knowledge base and tools you've already set up. **Autopilot** controls which emails get auto-replied.
  </Accordion>

  <Accordion title="Attachments" icon="paperclip">
    Attachments come through on inbound emails. Outbound replies can include attachments too.
  </Accordion>

  <Accordion title="Threading" icon="messages">
    Replies stay in the same email thread your customer started. The [OpenCX dashboard](https://platform.open.cx) is the source of truth — email clients may group threads differently.
  </Accordion>

  <Accordion title="Third-Party Integrations" icon="plug">
    Connect to Zendesk, HubSpot, Salesforce, and others from the [integrations settings](https://platform.open.cx/settings/integrations).
  </Accordion>

  <Accordion title="Escalation" icon="user-group">
    <Tooltip tip="The AI transfers the conversation to a human agent with full context attached." cta="Learn more" href="/handoff/introduction">Escalates to a human agent</Tooltip> when needed — your team picks up right where the AI left off.
  </Accordion>

  <Accordion title="Formatting" icon="paintbrush">
    Outbound replies keep rich formatting (bold, lists, links) and strip anything unsafe. Your customers see clean HTML emails.
  </Accordion>

  <Accordion title="Web Forms And Help Center Emails" icon="rectangle-list">
    Form submissions that forward to your support address are treated as new email conversations automatically — no separate setup required.
  </Accordion>

  <Accordion title="Per-Address AI Behavior" icon="sliders">
    Autopilot and topic rules can be configured at the channel level in [Autopilot settings](https://platform.open.cx/settings/autopilot).
  </Accordion>
</AccordionGroup>

<Note>
  You **forward** mail at your host. Replies send from your <Tooltip tip="A domain you've confirmed ownership of by adding DNS records, allowing OpenCX to send replies from your address." cta="Domain settings" href="https://platform.open.cx/settings/domains">**verified domain**</Tooltip>. Thread layout varies by mail client—see [Email Flow](/email/forwarding-rules).
</Note>

## Integration Options

<Tabs>
  <Tab title="Email forwarding">
    **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](https://platform.open.cx). Mail then appears in your inbox.

    <Card title="Connect Email" icon="arrow-right" href="/email/forwarding">
      Step-by-step: domain, address, provider rule, connection test.
    </Card>
  </Tab>

  <Tab title="Third-party integrations">
    Connect helpdesks and CRMs from the [integrations settings](https://platform.open.cx/settings/integrations).

    <AccordionGroup>
      <Accordion title="Zendesk" icon="headset">
        Email conversations sync with [Zendesk](/integrations/zendesk/ticketing-api). When the AI hands off, a ticket is created in your Zendesk Support instance with the conversation and tags. Your agents stay in Zendesk.

        <Note>OpenCX also integrates with [Zendesk Messaging](/integrations/zendesk/sunshine-conversations).</Note>
      </Accordion>

      <Accordion title="Intercom" icon="message">
        Email conversations sync with [Intercom](/integrations/intercom/overview). When the AI hands off, your agents see the full thread in their Intercom inbox.
      </Accordion>

      <Accordion title="Front" icon="inbox">
        Email threads appear in your Front inbox. Handoffs route directly to your Front team with the full AI conversation attached.
      </Accordion>

      <Accordion title="HubSpot" icon="users-viewfinder">
        Conversations sync to [HubSpot](/integrations/hubspot/overview), including email threads. On handoff, your agents pick up in HubSpot with full context.
      </Accordion>

      <Accordion title="Freshchat" icon="comment">
        Connect [Freshchat](/integrations/freshchat/overview) for Freshworks conversations and handoffs.
      </Accordion>

      <Accordion title="Other integrations" icon="grid-2">
        OpenCX also supports [**Salesforce**](/integrations/salesforce/overview), [**Gorgias**](/integrations/gorgias/overview), [**Dynamics 365**](/integrations/dynamics-365/overview), and [**Twilio Flex**](/integrations/twilio-flex/overview). See [All Integrations](/dashboard/introduction) for the current list.
      </Accordion>
    </AccordionGroup>

    <CardGroup cols={2}>
      <Card title="Zendesk Integration" icon="headset" href="/integrations/zendesk/overview">
        Setup and handoff.
      </Card>

      <Card title="Intercom Integration" icon="message" href="/integrations/intercom">
        Conversation sync and handoff.
      </Card>

      <Card title="HubSpot CRM" icon="users-viewfinder" href="/integrations/hubspot/overview">
        Email sync, contacts, and handoff.
      </Card>

      <Card title="All Integrations" icon="grid-2" href="/dashboard/introduction">
        Browse every supported integration.
      </Card>
    </CardGroup>
  </Tab>
</Tabs>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Email" icon="paper-plane" href="/email/forwarding">
    Domain verification, provider setup, connection test.
  </Card>

  <Card title="Email Flow" icon="diagram-project" href="/email/forwarding-rules">
    Session matching, threading, and outbound format.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/email/troubleshooting">
    Connection failures, missing replies, and common fixes.
  </Card>

  <Card title="Human Handoff" icon="user-group" href="/handoff/introduction">
    AI to human escalation — applies to email sessions.
  </Card>
</CardGroup>