Email Channel

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How It Works

1. Email arrives at your agent’s inbound address
2. Agent processes the email using your knowledge base
3. Response sent back to the customer
4. Conversation tracked in your dashboard

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Getting Started

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Prerequisites

• A Ansa account (Starter plan or higher)
• An agent with knowledge base content
• Access to configure email forwarding (for custom domains)

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Step 1: Enable Email Channel

1. Go to Channels → Email
2. Select an agent
3. Toggle Enabled on
4. Note your inbound address (e.g., agent-abc123@mail.ansa.so)

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Step 2: Forward Emails

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Step 3: Configure Settings

1. Go to Channels → Email
2. Configure display name, signature, etc.
3. Save settings

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Configuration Options

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Basic Settings

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Email Content

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Security & Filtering

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Confidence-Based Routing

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How It Works

1. Agent receives email
2. Searches knowledge base for relevant content
3. Calculates confidence score
4. Takes action based on threshold

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Configuration

1. Go to Channels → Email
2. Set Confidence Threshold (e.g., 70%)
3. Choose Low Confidence Action:
   • Forward — Send to a human for review
   • Draft — Save response but don’t send
   • Send Anyway — Send with disclaimer

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Forward to Human

1. Set Forward To Email (your support team)
2. The agent forwards:
   • Original customer email
   • Drafted response
   • Confidence score
   • Conversation link

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Custom Domain

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Setup

1. Go to Channels → Email → Domain
2. Click Add Domain
3. Enter your domain (e.g., support.yourcompany.com)
4. Add the DNS records shown:
   • SPF record
   • DKIM record
   • MX record (optional)
5. Click Verify

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DNS Records Example

Type: TXT
Name: @
Value: v=spf1 include:amazonses.com ~all

Type: CNAME
Name: ansa._domainkey
Value: dkim.resend.com

Type: MX (optional)
Name: support
Value: mail.ansa.so
Priority: 10

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Threading & Conversations

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How Threading Works

• Replies to existing threads continue the conversation
• New subjects start new conversations
• Thread ID tracked via email headers

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Viewing Conversations

1. Go to Conversations
2. Filter by Email channel
3. Click to view full thread

• Sender
• Timestamp
• Confidence score
• Original email content

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Auto-Learn

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How It Works

1. Agent analyzes incoming questions
2. Identifies knowledge gaps
3. Suggests additions to knowledge base
4. You approve or reject suggestions

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Configuration

1. Go to Channels → Email
2. Toggle Auto-Learn Enabled
3. Review suggestions in Knowledge Base

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Email Formatting

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Outgoing Emails

• Markdown converted to HTML
• Mobile-friendly styling
• Plain text fallback included

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Incoming Emails

• Plain text emails
• HTML emails (converted to text)
• Email threads (extracts latest message)

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Best Practices

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Gradual Rollout

1. Week 1: Forward only, review all drafts
2. Week 2: Auto-send high confidence (90%+)
3. Week 3: Lower threshold to 80%
4. Ongoing: Adjust based on feedback

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Quality Checks

• Review low-confidence forwards weekly
• Check for patterns in forwarded emails
• Update knowledge base with missing info
• Monitor customer satisfaction

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Troubleshooting

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Emails Not Arriving

• Forwarding is configured correctly
• Inbound address is correct
• Email isn’t in spam/junk
• Sender isn’t in blocked list

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Responses Not Sending

• Email channel is enabled
• Agent has content in knowledge base
• Confidence threshold isn’t too high
• Low confidence action is set correctly

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Wrong Response Format

• Signature is configured
• Display name is set
• Subject prefix is correct

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Threading Issues

• Email client preserves thread headers
• Subject line isn’t modified
• Reply is to the same thread

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API Access

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Get Email Settings

curl "https://api.ansa.so/email/settings/{agentId}" \
  -H "Authorization: Bearer $ANSA_API_KEY"

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Update Email Settings

curl -X POST "https://api.ansa.so/email/settings/{agentId}" \
  -H "Authorization: Bearer $ANSA_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "displayName": "Acme Support",
    "enabled": true,
    "confidenceThreshold": 70,
    "lowConfidenceAction": "forward",
    "forwardToEmail": "support@example.com"
  }'

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Verify Domain

curl -X POST "https://api.ansa.so/email/verify-domain" \
  -H "Authorization: Bearer $ANSA_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"domain": "support.example.com"}'

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Limits & Quotas

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Next Steps