Email channel

Every email sent to your support address (for example [email protected]) becomes a conversation in Conversations; your team replies from the panel, the reply reaches the customer by email and the customer's answer lands in the same conversation. The settings are in Admin Panel → Publishing → Email channel. This is also where you choose whether replies go out through SemAgent, from your own Gmail / Microsoft 365 account or from your own SMTP server.

How it works

1. You turn the channel on; SemAgent gives you a private forwarding address.
2. In your mail provider you forward the mail sent to your support address to it. Every new email becomes a conversation in Conversations and goes straight to your team; the AI doesn't answer email conversations.
3. Your team replies from the panel; the reply goes to the customer the way you chose. The reply's Reply-To address belongs to the conversation: when the customer answers, the thread continues in the same conversation.

Turning the channel on and forwarding

Switch the Channel on and grab the Forwarding address with Copy. Then forward the mail sent to your support address to it, from wherever your mail is managed. The Connect your support address section on the screen shows the same steps for your provider.

Cloudflare Email Routing (recommended)

1. Open your domain in Cloudflare and, under Email › Email Routing › Destination addresses, add the forwarding address as a destination.
2. Cloudflare's verification email shows up as a new conversation in Conversations; open the verification link inside it.
3. Under Routing rules, create a rule for your support address: action Send to an email, destination the forwarding address.

A rule sends mail to a single destination. If the same mail should also reach another inbox, use an Email Worker that forwards to two verified destinations instead of a rule.

Gmail / Google Workspace

1. Settings › See all settings › Forwarding and POP/IMAP › Add a forwarding address: enter the forwarding address.
2. Gmail's confirmation email shows up as a new conversation in Conversations. Enter the confirmation code in Gmail or open the link. Until it's confirmed, the address can't be picked in filters.
3. To forward only support mail, go to Filters and Blocked Addresses › Create a new filter, put your support address in the To field and pick this address in the filter's forward option. Leave forwarding of all mail turned off.

If one Gmail account collects mail for several domains, you can set up a separate filter for each support address.

Outlook / Microsoft 365

1. Settings › Mail › Rules › Add new rule: set the condition to your support address and the action to Redirect to, then enter the forwarding address.
2. Choose Redirect to, not Forward to: Forward sends the email in your name and the customer's address is lost.

If your organization blocks automatic forwarding to outside addresses, your Microsoft 365 admin needs to allow it.

Other providers

1. Enter the forwarding address in your provider's forwarding or alias setting.
2. If a confirmation email arrives, it shows up in Conversations; confirm with the link inside it.

When you're done, send a test email to your support address from another address: it should show up in Conversations within seconds.

How replies are sent

The How should replies be sent? card offers four ways. The tab in use shows a ✓; the Replies are sent as: line at the top of the card shows the name and address a reply goes out with right now.

Way	When it's a good fit	What you need
Through SemAgent (default)	No setup. If you verify your own domain, replies go out from that address; otherwise from SemAgent's platform address with your company name.	Nothing. Three DNS records for your own domain.
Gmail / Google Workspace	Your mail is at Google: replies go out from your own account and land in your Sent folder.	Connecting with Google. No DNS records.
Microsoft 365	Your mail is at Microsoft 365: replies go out from your own mailbox.	Connecting with Microsoft. Admin approval if your organization restricts it.
SMTP server	You have your own mail server or your hosting company's.	Server name, port, username and password.

Through SemAgent, with your own domain

If you haven't added your own domain, replies go out from SemAgent's platform address with your company name (for example Kutu Mağaza <[email protected]>). To send from your own domain:

1. On the Through SemAgent tab, enter your address in Add a sender address and press Add.
2. DNS records appear under the domain: an MX and a TXT (SPF) record for the sending subdomain (send) and a TXT (DKIM) record for the signature. Add them to your domain's DNS with the name and value shown. In Cloudflare: DNS › Records › Add record.
3. Press Verify now. Records can take from a few minutes to a few hours to propagate; once the status is Verified, replies go out from this address.

• If you have several addresses, a reply is sent from the address the customer wrote to (when that address is verified), otherwise from the default one. You can add up to 3 domains and 10 addresses. Addresses at shared providers such as Gmail or Outlook can't be added: you need to manage the domain's DNS.
• A domain can be used by only one SemAgent account.
• Each verified domain gets its own sending key that can only send from that domain.
• If the records are removed later, that reply is sent again from the platform address and the domain goes back to Waiting for DNS; add the records back and verify again.

Connecting Gmail / Google Workspace

1. On the Gmail / Google Workspace tab, press Connect with Google.
2. On Google's consent screen, pick your account and allow access. Only permission to send email is requested: we can't read your mailbox.
3. You come back to the panel; the tab shows Connected account: and In use. Replies now go out from this account and land in your Sent folder.

Google's daily sending limits apply. When you disconnect, the permission you gave is revoked too.

Connecting Microsoft 365

The steps are the same as for Gmail: Connect with Microsoft → Microsoft's consent screen → back to the panel. Replies go out from your Microsoft 365 mailbox and land in your Sent Items. If your organization restricts consent to outside apps, your Microsoft 365 admin may need to approve it. You can also remove the permission from your account's apps page.

If the tab says this connection isn't enabled yet, contact our support team.

Your own SMTP server

1. On the SMTP server tab, enter the server name (for example smtp.yourcompany.com), port, username, password and sender address. SSL is used on port 465, STARTTLS on the other ports.
2. Test connection: connects to the server, sets up the encrypted session and signs in; it doesn't send an email.
3. Save and use: the connection is tested again; if it works it's saved and replies start going out from this server.

• The password is stored encrypted and never shown again; when you change the settings, leave the password empty to keep the saved one.
• The connection is always encrypted: the password is never sent to a server without STARTTLS. IP addresses aren't accepted as the server name, and we only connect to servers on the public internet.
• Gmail and Microsoft 365 have turned off or discourage password-based SMTP; use their own tabs instead.
• The connection can be tested at most 6 times a minute.

If sending is paused

Email sent through SemAgent shares one email reputation across all accounts. So if an account's emails bounce often or are marked as spam over the last 30 days, its sending through SemAgent is paused automatically and Sending through SemAgent is paused for your account appears at the top of the screen. The limit: with 20 or more sends, at least 3 bounces and a 4% rate; with fewer sends, 5 bounces; or 2 spam complaints.

• While it lasts, no reply goes out through SemAgent; Conversations shows Not sent: sending through SemAgent is paused under the message.
• You can keep sending from your own server with Gmail, Microsoft 365 or SMTP; the pause doesn't affect them.
• After checking your address list and typos, contact our support team to lift the pause.

Security and limits

• Emails whose sender can't be verified are flagged in Conversations: the address may be spoofed.
• Files customers attach are virus-scanned and can be downloaded once they're clean. Sending files from the panel isn't available in email conversations yet.
• To prevent abuse, at most 10 new conversations per sender per hour and 500 in total per day are opened. Bulk (newsletter) and bounced emails, and emails from senders you blocked, aren't accepted.
• The Gmail and Microsoft 365 refresh token and the SMTP password are stored encrypted; they never reach the panel or error messages. Details: Privacy Policy.
• Only people who can edit Widget Settings can change the Email channel screen (see Roles & Permissions).

Common errors

Error shown	What to do
Addresses on the SemAgent domain can't be added.	Addresses on SemAgent's own domain can't be senders; enter an address on your own domain.
Addresses at shared providers such as Gmail or Outlook can't be senders; enter an address on a domain whose DNS you manage.	To send from an address like gmail.com or outlook.com, use the Gmail or Microsoft 365 tab.
This domain is used by another SemAgent account. If the domain is yours, contact our support team.	If the domain is yours, contact our support team.
yourcompany.com isn't verified yet. DNS records can take a few hours to propagate; try again later.	Compare your records with the table; wait for them to propagate and verify again.
Wrong username or password (or the server doesn't allow password sign-in).	On most servers the username is the full email address; check the password and that the server allows SMTP sign-in.
The server doesn't support STARTTLS; unencrypted connections aren't used.	Try port 465 (SSL) or ask your hosting company about encrypted SMTP.
Check the server name (for example smtp.yourcompany.com); IP addresses aren't accepted.	Enter the server's name, not its IP address.
This server isn't on the public internet (local or private network address); we won't connect to it.	The server must be reachable from the internet; servers on an internal network can't be used.
The permission expired or was revoked; reconnect.	Press Reconnect on the tab.