Email block

You can use the Email block to hand customers off via email. In any of the fields you configure for the email, you can include variables so you can pass relevant information on to live agents.

Configure the Email block

1. In the Select Variables for Inputs section, complete the mandatory variable fields:

• Recipient Email(s): Add the primary recipient email address. You can add the email variable, or manually enter the recipient’s email address. Separate multiple email addresses with a comma.
• Reply-To Email: Enter the Reply-to email address you wish to assign to receive replies to your email.
• Email Subject: Enter the email subject.
• Email Content: Enter the body text of the email.

1. Click the Select Optional Inputs drop-down menu, then select any optional variable fields you’d like to add:

• BCC Email(s): Add blind carbon copy recipient email addresses. BCC addresses are not visible to other recipients.
• CC Email(s): Add secondary recipient email addresses. These addresses are visible to other recipients.
• Content Type: Enter the MIME type you want to use in your email:
  • If you just want to enter plain text, or if you’re not sure what to use, enter text/plain.
  • If you want to use HTML tags, enter text/html.
• Reply-To Name: Enter the name of the Reply-to recipient.
• Sender Name: Enter the name of the email sender. This appears in the From field.

1. Under Fallback Answer, you can click to edit the AI Agent’s response if an error occurs.