- Support teams that still receive a large share of customer traffic by email.
- Internal service desks and approval flows that depend on mailboxes.
- Businesses that want email in the same operator queue as live chat channels.
Email channel
Turn a shared mailbox into an AI + operator inbox.
Use Email when your team already works through a shared mailbox and wants AI replies, operator control, and the same conversation history as other channels.
- Incoming emails join the same conversation history and operator workflow as messenger channels.
- AI can answer routine cases, while people keep control over sensitive or complex threads.
- The mailbox becomes part of the same multichannel runtime instead of living in a silo.
- Email is naturally slower and more threaded than chat, but the same AI and operator model still applies.
- Replies can continue the same email thread when headers are available.
- Action links are usually a better fit here than chat-style button UX.
Setup instructions
- Prepare the mailbox credentials for IMAP and SMTP. Use an app password if the provider supports it.
- Fill the Email activation block on the agent page.
- Activate the channel and send one real email into the mailbox.
- Confirm that the email appears in Conversations and that one reply goes back successfully.
What to verify after activation
- A real inbound email appears in the shared inbox under the correct agent.
- Replies continue the thread in a way that is readable for the recipient.
- Operators can continue or take over the same conversation without leaving BldBot.
Typical issues
- The mailbox credentials are wrong or the provider blocked the login.
- IMAP or SMTP settings were only partly configured.
- The team marked the setup complete without checking one real incoming email and one real outgoing reply.
Ready to launch this channel?
Open the app, connect the channel, and test it with one real message before you scale it further.