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Email replies let your team email a customer straight from a conversation in the Conversations inbox. Use them to follow up after a chat ends, answer a question that needed research, or reach a customer who left before a teammate joined. Emails are sent from an address on your company’s domain, not an IrisAgent address. Setting this up takes two parts: an admin configures and verifies the sender once, then anyone on your team can send emails from conversations.
Looking for AI replies to emails arriving in your Outlook mailbox? See Outlook AI email replies.

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Set up the sender

IrisAgent automates sender-domain creation with the email provider and checks its verification status. Your DNS administrator still needs to publish the generated records because only your organization or DNS provider can authorize changes to your domain.

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Before you begin

You need:
  • IrisAgent dashboard administrator access
  • A From address on a domain your company owns
  • A Reply-To address on that same domain
  • Access to update the domain’s DNS records, or help from the person who manages its DNS
The From and Reply-To addresses can use different mailboxes, but their domains must match exactly. For example, support@acme.com and help@acme.com are valid together. support@acme.com and help@example.com are not. Use your real company domain. Do not enter placeholder domains such as test.com or example.com, a customer-owned domain, or a consumer email domain such as gmail.com or outlook.com.
Adding the verification records does not replace or modify your existing inboxes or email hosting. It authorizes IrisAgent’s email provider to send using the configured domain.

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Configure the sender

  1. In IrisAgent, open Deploy → Email channels.
  2. Enter the From address customers should see as the sender.
  3. Optionally enter a Sender name, such as Acme Support. Leave it blank to use the default account name shown below the field.
  4. Enter the Reply-To address where customer responses should be delivered.
  5. Click Save.
When you save matching addresses, IrisAgent automatically creates the sender domain with the email provider and displays the DNS records required for verification. You do not need to create the domain separately in the provider dashboard.

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Verify the domain

  1. Copy each displayed DNS record into your DNS provider. Use the copy button next to an individual value, or click Copy all.
  2. Preserve the displayed record type, name or host, value, and priority where one is provided.
  3. Save the DNS changes at your provider.
  4. Return to Deploy → Email channels and click Check DNS verification.
IrisAgent also refreshes a pending domain’s status while the settings panel remains open. DNS changes can take time to propagate, so a domain may remain pending for a while after the records are added.
Do not remove or replace existing mail-delivery records unless your DNS administrator has confirmed that the change is safe. Add only the records shown by IrisAgent.

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Enable conversation emails

After the domain status changes to verified:
  1. Select Enable conversation emails.
  2. Click Save.
Your team can now send email replies from Conversations. Customer replies are delivered to the configured Reply-To mailbox. Changing either email address disables sending until the new sender domain is provisioned and verified. If you only change the mailbox portion while keeping the same domain, save the settings and follow the status shown in the panel.

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Send an email from a conversation

  1. Open the conversation in Activity → Conversations.
  2. In the composer, select the Email tab.
  3. Check the subject. It defaults to “Following up on your conversation”.
  4. Write your message and click Send email.
The email goes to the email address on the conversation’s contact. It appears in the conversation timeline with its delivery status: Pending, Accepted, Sent, or Failed.

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Requirements

  • The conversation needs a contact with an email address. If the visitor hasn’t shared one yet, the Email tab explains that email replies unlock once they do. Ask for an email address in your chatbot’s handoff procedure so it’s captured before a teammate is needed.
  • An admin must have configured, verified, and enabled the sender, as described above.

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Good to know

  • Customer replies go to your Reply-To mailbox. They are not added back into the IrisAgent conversation, so watch that mailbox for responses.
  • To prevent abuse, sending is limited to 100 emails per hour for your account and 10 emails per recipient per day.

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Configuration reference

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Troubleshooting

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DNS records do not appear

If domain setup did not complete, confirm that both addresses are valid and use the same domain, then click Retry domain setup. IrisAgent retains the saved settings so you can retry without re-entering them.

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The domain remains pending

  • Confirm that every displayed record was added to the correct domain.
  • Check the record type, name or host, value, and priority for transcription errors.
  • If your DNS provider automatically appends the domain name, enter only the host portion shown by its interface.
  • Allow time for DNS propagation, then click Check DNS verification again.

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The enable checkbox is unavailable

Conversation emails cannot be enabled until the provider reports the sender domain as verified. Complete the DNS steps and check verification again.

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The Email tab says email is unavailable

An administrator hasn’t finished the sender setup. Ask an admin to complete the steps in Set up the sender under Deploy → Email channels.

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The settings are read-only

Only IrisAgent dashboard administrators can change the sender configuration. Ask an administrator to complete the setup. For help, contact IrisAgent support.