Email Piping

Email piping allows you, your agents, and your users to reply to chat messages via email.

Activation

To activate email piping:

1. Go to Settings > Notifications > Email piping.
2. Enter your POP3/IMAP email server information.
3. Set the email address for email piping in Settings > Notifications > SMTP.

Ensure the email address matches the one the email piping server connects to. AIX will send all emails from this address, and replies will be directed to it.

Information

• The Sender email in Settings > Notifications > SMTP must match the email used by the email piping server.
• Notifications > User email notifications must be enabled to send replies to user emails.
• If using the Artificial Intelligence app with Settings > Artificial Intelligence > Human takeover active, no emails are sent if the chatbot knows the answer.
• If Convert all emails is active, all inbox emails (including spam and promotions) will be converted to chat messages. Use a different email address for testing.
• Emails sent directly to the email piping address will generate new user conversations.
• AIX agents and admins must use different email addresses than the one used for email piping to reply.
• Agents must reply from the email address registered in AIX.
• Emails are sent to agents only if they are offline. No emails are sent if they are online.
• The Delimiter option adds text at the top of all emails: ### Please type your reply above this line ###. This ensures only the reply content is captured. Activate it if you see duplicated messages in the chat. Avoid using the string ### in emails if this option is active.
• Email attachments are supported.
• Email replies must contain the AIX recipient's name, e.g., AIX | SB4457-4734 <[email protected]>. Major email clients like Outlook Web, Outlook, Gmail, and Yahoo Mail support this by default.