Email is a channel: customers write to an address Auteryn gives you, and a Customer-facing agent answers each email in the same thread. It only replies to email it receives and never starts one. To have an agent send an email on its own, such as a daily digest, see Sending email from an agent.
The Email channel
Section titled “The Email channel”Set it up
Section titled “Set it up”- Go to Console → Integrations → Email and create a connection.
- The Console gives you an address that ends in a random code followed by
@in.auteryn.ai, such asacme-support-a3f9c21b8e4d7f60@in.auteryn.ai. It copies the address for you. Customers see the connection’s name as the sender name on replies. To set it, open the connection’s menu and choose Rename, then enter a name such as “Acme Support”. Renaming never changes the address. - Open a Customer-facing agent, go to Channels → Add channel, and pick the Email connection.
- Give customers the address. You can publish it, or forward your support inbox to it.
Replies
Section titled “Replies”- It answers each email in the same thread.
- Replies come from the channel’s address, never from your own domain. The sender name is the connection’s name, which you set by renaming it, such as “Acme Support”.
- Replies don’t appear in your own mailbox.
- It only replies to email it receives. It can’t start a new email.
- There is no account behind the connection, so there is nothing to sign in to and nothing to reconnect.
Forward a support inbox
Section titled “Forward a support inbox”You can’t forward a personal Gmail account to the address. Gmail first sends a confirmation code to the forwarding address, and that code is not shown to you. A routing rule set by a Google Workspace administrator doesn’t need that code, so use one to forward a Workspace inbox.
Sending email from an agent
Section titled “Sending email from an agent”The Email channel replies to whoever wrote in. For an email your agent starts itself, such as a daily digest Loop, use Google Workspace or Resend.
| Option | Sends | Reads email | What you need |
|---|---|---|---|
| Google Workspace | From your Gmail or Workspace address. A Workspace administrator’s service account adds reply and forward. | Only with the service account: read, search and triage. | An Internal agent, because it runs in the agent’s sandbox. Sign in with Google, or a service account for the rest. |
| Resend | From a domain you verified in Resend. | No. | A Resend API key, added under Console → Integrations → Resend. |
| Email channel | Replies to whoever wrote in. It can’t start an email. | The email sent to its address. | A Customer-facing agent on Pro and up. |
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