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IntegrationsEmail

Email

Give an agent its own email address so it can receive messages and reply by email. Email (agent mail) is set up per agent in the Email section of the Channels tab. Unlike other channels, it needs no external account — TeamMate hosts the inbox on a fixed mail domain.

Prerequisites

  • A saved agent (the Channels tab is locked until the agent is saved).

How to connect

  1. Open the Email section
    In the agent’s Channels tab, scroll to Email.
  2. Choose a prefix
    Enter the local part before the shown domain suffix. Prefixes may use lowercase letters, numbers, dots, hyphens, and underscores.
  3. Add the address
    Click Add. The full address appears in the list — copy it to share.
  4. Set allowed senders
    Open Settings to add the email addresses that are allowed to reach the agent.

How inbound email works

When someone emails the agent’s address, TeamMate runs two checks before the agent responds:

  1. The address is active. The recipient must match an active agent mail configuration.
  2. The sender is allowed. The sender’s address must be in the workspace’s active Allowed Senders list.

If either check fails, the email is received but skipped — the agent does not reply. Accepted email is queued and processed in the background, and the agent replies on the same thread.

What the agent can do

  • Receive email sent to its address.
  • Reply to the sender, preserving the email thread.

Troubleshooting

  • Agent didn’t reply. Confirm the sender is in Allowed Senders and the agent mail configuration is active.
  • Address rejected when adding. Use only the allowed characters in the prefix (lowercase letters, numbers, ., -, _).
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