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Email

Email is a communication channel through which customers can send inquiries, feedback, or requests to the customer service team for resolution or assistance. It allows for asynchronous communication, maintains a record of interactions, and efficiently handles customer inquiries. By adding the email channel to your AI Agent, end users can interact with it using any standard email client, such as Microsoft Outlook or Yahoo.

The email channel offers the following functionalities:

  • Threaded email structure
  • Collapsible email tiles
  • Distribution to multiple recipients
  • Standard Responses
  • Attachments
  • Drafts. Learn more.

You can use the Kore.ai Email domain or create your custom Email Domain to configure your email addresses.

To configure the email domains, go to Flows & Channels > Channels > Digital > All > Email.
Email Icon

To manage the channel session settings, click settings (gear icon) on the Email channel page.
Email Settings

Session Creation Settings

Channel-Based Sessions: When enabled, the platform creates a new session for each unique "To" email address. Emails sent to the same address continue the existing session, while emails sent to different addresses automatically start new sessions. This keeps issues organized and separate.

Thread-Based Sessions: When enabled, the platform creates sessions based on email thread reference headers. Replies within the same thread continue the existing session, while new threads always start fresh sessions. This option is only available when Channel-Based Sessions is enabled. Email Settings

Kore.ai Email Domain

Contact centers need to enable forwarding to the email address configured in the Contact Center AI system. This ensures that any email received by the contact center from its end customer is automatically forwarded to the Kore domain. The Kore domain is linked to the experience flow, allowing seamless integration and management of customer inquiries.

With the capabilities of the experience flow, we can efficiently route incoming emails to appropriate agents, analyze customer intents, execute automation, and more. This streamlined process ensures that each customer query is addressed promptly and accurately.

Any reply email managed by either the Human Agent or the AI Agent is directly sent to the end customer. To maintain transparency and accountability, the customer contact center domain is included in the BCC (Blind Carbon Copy) field and the Reply-to field. This configuration ensures that communication remains open and accessible to all relevant parties.

Whenever the customer responds to the email thread, it is directed back to the customer contact center domain. From there, it is seamlessly forwarded to the Kore domain, ensuring a continuous and efficient communication loop.
Email Flow

Create a Kore Domain Email Address

Steps to create an email address in the Kore domain:

  1. Click the + New Email Address.
    + New Email Address

  2. Enter the following details.

    1. Email Address
    2. Display Name
    3. Choose whether to use the custom email for inbound, outbound, or both under Additional Settings.
    4. Choose whether you want to send a contact card to all users as a part of the introduction message under Send contact card (.VCF).

    5. Under the Enable Channel section, select Yes to enable the channel.
      Email Configuration

    6. Turn on the Email Template Design (Optional) toggle to configure the header and footer of the emails that are sent via the configured email address, and do the following:

      1. Click Edit Header and Edit Footer to configure the header and footer details.
        Email Template Design

      2. In the Edit window, change the header and footer details, and click Save.

    7. Click Preview to see a preview of the Email template.
      Email Template Preview

  3. Click Save.

  4. A success message is displayed and the email address is created.
    Email Address Created

    Note

    The option to link a flow directly from the Email Channels list is excluded. Users would need to return to the Experience Flows section, locate the linked flow, and publish it again for any changes to take effect. This option is omitted to maintain a consistent user experience and avoid unnecessary steps.

Publish Kore Domain Email Addresses

Steps to publish email addresses in the Kore domain:

  1. Go to Deploy > Deploy Management > Publish.
    Publish Page

  2. Select the email address under channels and click Proceed.
    Select Email

  3. Enter the Comments and click Confirm.
    Comments

  4. A success message is displayed and the email address is published.
    Email Address Published

Custom Email Domain

Custom email domains add a professional look to your email communications, reinforcing your brand identity with every email you send or receive. Customers perceive custom emails as established, reliable, and legitimate compared to generic email addresses. For example, You can create help@yourbusiness.com, a branded email account that uses your organization's domain name instead of a domain provided platform. You can add up to three email accounts (sales@, support@, info@, etc.) in each custom domain for better organization and delegation. By granting access to your email accounts within the domain, you can track the activity of the configured accounts, respond to incoming emails, and send outbound emails. Email filters are less likely to flag emails from custom domains as spam, ensuring better deliverability rates.

Currently, we support two types of custom domains: Standard and Advanced. The Standard has a limitation of 5 domains and 5 emails per domain, whereas the Advanced supports 50 domains and 50 emails per domain.

Standard Custom Domain

Follow these steps to set up a standard custom domain and add an email ID to it.

Step 1: Create a Standard Custom Domain

  1. Navigate to Flows & Channels > Channels > Digital > All > Email.
  2. Click + New Domain and select Custom Domain.

  3. Enter the Domain Name. Select the domain type as Standard, and click Create.
    Standard Custom Domain

  4. The domain created a success message is displayed.

Step 2: Create a Custom Email Address

  1. On the Email Channel page, click + New Email ID.

  2. On the email configuration tab, enter the following details.

    1. Email Address
    2. Display Name
    3. +Add User Name (If a User Name is added, the system uses it for authentication instead of the email address)
    4. Password
    5. Enter the following details to set up the mail SSL connection for Incoming and Outgoing emails.
      • Protocol
      • Incoming/Outgoing email server
      • Port
      • Select “Use SSL to connect” if you want to use a Secure Socket Layer.
    6. Choose whether to use the custom email for inbound, outbound, or both under Additional Settings.
    7. Choose whether you want to send a contact card to all users as a part of the introduction message under Send contact card (.VCF).

    8. Under the Enable Channel section, select Yes to enable the channel.
      Email Configuration

    9. Turn on the Email Template Design (Optional) toggle to configure the header and footer of the emails that are sent via the configured email address, and do the following:

      1. Click Edit Header and Edit Footer to configure the header and footer details.
        Email Template Design

      2. In the Edit window, change the header and footer details, and click Save.
        Edit Header-Footer

        Save Header-Footer

    10. Click Preview to see a preview of the Email template.
      Template Preview

  3. Click the Test Connection to verify the domain ownership. A success message is displayed.
    Test Connection

  4. Click Save.

Step 3: Email Blocklist

Email blocklisting allows admins to specify a list of blocklisted email addresses during email address creation preventing blocking interactions originating from blocklisted email addresses, automations, and subsequent agent transfers are prevented, reducing unnecessary processing, and ensuring that resources are allocated to valid interactions.

Blocklist Verification

Upon receiving a new interaction, the system checks the incoming email address against the blocklist associated with the receiving email address.

  • If a match is found between the incoming email address and the blocklist, any pre-configured automations linked to the receiving email address will be disabled for that specific interaction. Automated agent transfers triggered by the interaction will be prevented, ensuring that blocklisted emails do not initiate further actions within the system.
  • If no match is found, the system will continue with the usual automation processes and agent transfer rules, handling the interaction normally.

Configure Email Blocklist

Steps to Configure Email Blocklist:

  1. Click the Email Blocklist tab and turn on the Enable Email Blocklist toggle.
    Email Blocklist Tab

  2. You can add email addresses manually or using bulk upload.

    1. Manual entry:

      1. Enter the email address in the search dialog box and click Add.
        Manual Entry

        Note

        The search box can be used to find existing email addresses or to add a new one.

      2. The email address is updated successfully.
        Manual Entry Updated

    2. Bulk Upload:

      1. Click Bulk Upload.
        Bulk Upload Button

      2. A pop-up window is displayed. Click Select a CSV file to Upload and upload the CSV file. You can download a sample CSV file by clicking Download sample CSV file.
        Select CSV File

      3. The upload progress is displayed.
        Upload Progress

      4. On completion, map the CSV file fields with system fields.
        Map Fields

        Note

        If the CSV file contains only one column, field mapping is not required and will not be displayed.

      5. Click Validate.
        Validate

      6. The details of the mapped contacts, duplicates, and errors (if any) are displayed. Click Save.
        Save Button

      7. A success message is displayed and the email blocklist is updated.
        Bulk Blocklist Updated

Advanced Custom Domain

AI for Service now enhances custom domains with advanced capabilities, including email forwarding, domain setup, DKIM, and Flow mapping to improve scalability and brand alignment in enterprise email automation.

Key enhancements:

  • Email Forwarding: Centralize email processing by forwarding emails from enterprise domains to a single Kore.ai mailbox.
  • Advanced Custom Domain Setup: This new option, in addition to the existing Standard setup, supports up to 50 custom domains and 50 email addresses per domain.
  • DomainKeys Identified Mail (DKIM) Support: Secure email authentication is now provided for each advanced custom email domain.
  • Flow Mapping by Email ID: Route incoming emails accurately by linking custom domain email addresses to specific Flows.

Follow these steps to set up a standard custom domain and add an email ID to it.

Step 1: Generate DKIM

Generate and Configure DKIM for this domain by providing your own private key. The Private key must use 1024-bit to 2048-bit RSA encryption, and be PEM-encoded. Refer Generating DKIM keys using OpenSSL.

  1. Generate RSA key pair (2048-bit recommended).
  2. Extract the public key in the proper format.
  3. Enter the private key in the DKIM Key field in the Verification screen.
  4. Configure public key in DNS.

Step 2: DKIM Verification

  1. Navigate to Flows & Channels > Channels > Digital > All > Email.
  2. Click + New Domain and select Custom Domain.

  3. Enter the Domain Name. Select the domain type Advanced, then click Create.
    Advanced Custom Domain

  4. On the verification tab, enter the DKIM Private Key, Selector Name, and click Verify Domain.

    A DKIM selector is a string that identifies which DKIM public key to use for signature verification. It's part of the DKIM DNS record structure.

    DNS Record Format: [selector]._domainkey.[domain.com].

    Example: If your selector is "ses2024" and the domain is "example.com", the DNS record would be: ses2024._domainkey[.example.com].

    Advanced Custom Domain

  5. The Verification in Progress message is displayed.
    Advanced Custom Domain

  6. Click Confirm. You can navigate to the Email Channels page to check the latest status. This might take up to 72 hours. The status can be one of the following:

    • Pending: DNS records not yet detected.
    • Success: DKIM successfully verified.
    • Failed: DNS records incorrect or missing.
    • Temporary Failure: DNS issues, will retry automatically.
      Advanced Custom Domain

Step 3: Complete Configuration

After successful DKIM verification, follow these steps:

  1. On the Email Channel page, click Complete Configuration for a domain.
    Advanced Custom Domain

  2. Click + New Email ID to add an email to the domain.

  3. Enter the Display Name, add the Email ID from which emails have to be forwarded or sent, and select the Usage.
  4. Click Save. The configuration saved message is displayed.

Microsoft Exchange

Follow these steps to set up a Custom Microsoft Exchange domain and add an email ID to it.

Step 1: Generate DKIM

Generate and Configure DKIM for this domain by providing your own private key. The Private key must use 1024-bit to 2048-bit RSA encryption, and be PEM-encoded. Refer Generating DKIM keys using OpenSSL.

  1. Generate RSA key pair (2048-bit recommended).
  2. Extract the public key in the proper format.
  3. Enter the private key in the DKIM Key field in the Verification screen.
  4. Configure the public key in DNS.

Step 2: Domain Verification

  1. Navigate to Flows & Channels > Channels > Digital > All > Email.
  2. Click + New Domain and select Microsoft Exchange.

  3. On the verification tab, enter the following details and then click Verify Domain.

    • Domain Name: This is the domain for which you want to subscribe to the mailboxes using the Graph API.
    • DKIM Private Key: The DKIM key generated before.

    • Selector Name: A DKIM selector is a string that identifies which DKIM public key to use for signature verification. It's part of the DKIM DNS record structure.

      DNS Record Format: [selector]._domainkey.[domain.com]

      Example: If your selector is "ses2024" and the domain is "example.com", the DNS record would be: ses2024._domainkey.example.com

      Microsoft Exchange

  4. The Verification in Progress message is displayed.
    Microsoft Exchange

  5. Click Confirm. You can navigate to the Email Channels page to check the latest status. This might take up to 72 hours. The status can be one of the following:

    • Pending: DNS records not yet detected.
    • Success: DKIM successfully verified.
    • Failed: DNS records are incorrect or missing.
    • Temporary Failure: DNS issues, will retry automatically.
      Microsoft Exchange

Step 3: Microsoft 365 Setup Instructions for Integration

1: Create a Microsoft 365 Group

  1. Sign in to the Microsoft 365 Admin Center.
  2. Navigate to Groups > Active groups.
  3. Click on Add a group.
  4. Choose Microsoft 365 or security as the group type.
  5. Provide a Group Name (for example, BotMailboxGroup).
  6. Complete the required fields and click Create.
  7. After creation, add users (mailboxes you want to monitor, cloud-based inboxes) to this group as members.

2: Register an Azure AD Application

  1. Go to the Azure Portal and navigate to Azure Active Directory > App registrations.
  2. Click New registration.
  3. Enter a name for the app (e.g., KoreAI Email Integration).
  4. Select Accounts in this organizational directory only.
  5. Click Register.

3: API Permissions

  1. After registration, you'll be redirected to the app's overview page
  2. Navigate to API Permissions > Add a permission.
  3. Select Microsoft Graph > Application permissions.

  4. Add the following permissions:

    • Group.Read.All
    • Mail.Read
    • Mail.ReadWrite
    • Mail.Send
    • MailboxSettings.Read
    • User.Read
    • User.Read.All

    Microsoft Exchange

  5. Click Add permissions.

  6. Important: Click Grant admin consent for [Your Organization].
  7. Confirm by clicking Yes in the dialog box.

4: Generate Client Secret

  1. Navigate to Certificates & secrets in your registered app.
  2. Under the Client secrets section, click + New client secret.
  3. Provide a description for the secret (for example, Graph API Secret).
  4. Select an expiration period (recommended: 24 months or less for security)
  5. Click Add.
  6. Important: Copy the Value of the client secret immediately and store it securely. This value will not be displayed again once you navigate away.

5: Retrieve Required Configuration Values

After completing the setup, you'll need the following values to complete the setup:

  • Group Name(s) created
  • Client ID (Application ID)
  • Client Secret (value)
  • Tenant ID

Step 4: Complete Configuration and Subscribe to Groups

After successful domain verification, follow these steps:

  1. On the Email Channel page, click Complete Configuration for a domain.

  2. On the Configuration tab, enter Client ID, Client Secret Key, **Tenant ID, **and enable the channel.
    Microsoft Exchange

  3. Click +New Group and enter the Group Name that you would like to subscribe to via the Graph API. You can add up to 50 domains and 50 email addresses per domain.
    Microsoft Exchange

  4. Click Sync to fetch all the email id of the group.
    Microsoft Exchange

  5. Click Save. The configuration saved message is displayed.
    Microsoft Exchange

  6. Click Edit to sync up the emails of a group or to add.
    Microsoft Exchange

Test Your Configuration

It's recommended to test your app registration using a tool like: