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The agent email adapter lets you manage your email communications with
end-users. It can be integrated with Contact Center AI Platform (CCAI Platform), your CRM, custom
third-party applications, and hybrid mobile applications. Your administrator
needs to configure the email channel for you to use the
email adapter.
Start a new email session
You can start a new email session to an end-user in the email adapter.
To start a new email session, follow these steps:
In the CCAI Platform portal, click mailEmail. The email adapter appears.
Click Compose. The New email pane appears.
To specify the email recipients, do the following:
In the To field, enter an email address, and then press Enter.
Your email address resolves in the field.
Optional: Repeat this step to add more email addresses.
Optional: Click Cc, Bcc, or both, to add these fields to the
email.
In the Subject field, enter the email subject.
Click the Queue field. One or more queues appear.
Click the queue that you want to assign this email to.
Under Queue, in the editing field, write your email. Use the formatting
bar to format your email.
Optional: Click Attach file and
navigate to a file that you want to attach to the email. You can attach up
to 10 files. The combined size of all attached files can't exceed
25 MB. For information about the file types that you can attach, see
Allowed file types.
Optional: Click image Insert image
and navigate to an image that you want to insert into the message. You can
insert up to 10 images. The combined size of all inserted images can't
exceed 25 MB. Click an image and drag a corner to resize it. For
information about the image file types that you can insert, see Allowed
file types.
Optional: To assign this email session to a user, do the following:
Click the Assign to field. A list appears that contains the users
from the queue that you assigned this email session to.
Click the user that you want to assign this email session to.
Click Send.
Reply in an email session
You can reply in an email session using the email adapter.
To reply in an email session, follow these steps:
In the CCAI Platform portal, click mailEmail. The email adapter appears.
Do one of the following:
To select an email session that you are assigned to, do the following:
Click Assigned. The emails that are assigned to you appear, listed
by email subject. Hold the pointer over an email to see additional
information.
Click the email that you want to respond to. The email session
appears.
Optional: Click the email subject. The queue, session ID, and
assignee appear.
To select an email session from a queue, do the following:
Click chevron_rightExpand
next to Assigned. The queues that you are assigned to appear.
Click the queue that you want. The email sessions that are assigned
to the queue appear, listed by email subject. Hold the pointer over
an email to see additional information.
Click the email session that you want to respond to. The email
session appears.
Optional: Click the email subject. The queue, session ID, and
assignee appear.
Click Reply or Reply all to respond to the latest message in the
email. Click a different message in the session to respond to that message.
In the editing field that appears, write your email response. Use the
formatting bar to format your email.
Optional: Click Attach file and
navigate to a file that you want to attach to the email. You can attach up
to 10 files. The combined size of all attached files can't exceed
25 MB. For information about the file types that you can attach, see
Allowed file types.
Optional: Click image Insert image
and navigate to an image that you want to insert into the message. You can
insert up to 10 images. The combined size of all inserted images can't
exceed 25 MB. Click an image and drag a corner to resize it. For
information about the image file types that you can insert, see Allowed
file types.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe email adapter in the CCAI Platform allows agents to manage email communications with end-users, which first requires administrator configuration of the email channel.\u003c/p\u003e\n"],["\u003cp\u003eAgents can initiate new email sessions by composing emails, specifying recipients, adding a subject, assigning a queue, and optionally assigning the session to a specific user before sending.\u003c/p\u003e\n"],["\u003cp\u003eThe email adapter facilitates replying to existing email sessions, either by responding to the latest message or a specific message within the thread, and utilizes a formatting bar for customization.\u003c/p\u003e\n"],["\u003cp\u003eDraft emails can be saved, and later retrieved by agents from the "Drafts" section to be finalized and sent, while also allowing for the ability to discard drafts permanently.\u003c/p\u003e\n"],["\u003cp\u003eEmail sessions can be reassigned to other agents, and closed when no further action is needed, moving them into a "Resolved" state before being fully "Closed" and archived for 60 days.\u003c/p\u003e\n"]]],[],null,["# Agent email adapter\n\nThe agent email adapter lets you manage your email communications with\nend-users. It can be integrated with Contact Center AI Platform (CCAI Platform), your CRM, custom\nthird-party applications, and hybrid mobile applications. Your administrator\nneeds to [configure the email channel](/contact-center/ccai-platform/docs/email-channel-config) for you to use the\nemail adapter.\n\nStart a new email session\n-------------------------\n\nYou can start a new email session to an end-user in the email adapter.\n\nTo start a new email session, follow these steps:\n\n1. In the CCAI Platform portal, click mail\n **Email**. The email adapter appears.\n\n2. Click **Compose** . The **New email** pane appears.\n\n3. To specify the email recipients, do the following:\n\n 1. In the **To** field, enter an email address, and then press **Enter**.\n Your email address resolves in the field.\n\n 2. Optional: Repeat this step to add more email addresses.\n\n 3. Optional: Click **Cc** , **Bcc**, or both, to add these fields to the\n email.\n\n4. In the **Subject** field, enter the email subject.\n\n5. Click the **Queue** field. One or more queues appear.\n\n6. Click the queue that you want to assign this email to.\n\n7. Under **Queue**, in the editing field, write your email. Use the formatting\n bar to format your email.\n\n8. Optional: Click **Attach file** and\n navigate to a file that you want to attach to the email. You can attach up\n to 10 files. The combined size of all attached files can't exceed\n 25 MB. For information about the file types that you can attach, see\n [Allowed file types](#allowed-file-types).\n\n9. Optional: Click image **Insert image**\n and navigate to an image that you want to insert into the message. You can\n insert up to 10 images. The combined size of all inserted images can't\n exceed 25 MB. Click an image and drag a corner to resize it. For\n information about the image file types that you can insert, see [Allowed\n file types](#allowed-file-types).\n\n10. Optional: To assign this email session to a user, do the following:\n\n 1. Click the **Assign to** field. A list appears that contains the users\n from the queue that you assigned this email session to.\n\n 2. Click the user that you want to assign this email session to.\n\n11. Click **Send**.\n\n| **Note:** If you click close **Close** before sending your email, a draft is saved. If you click **Discard** before sending your email, you're given the option to permanently delete this draft.\n\nReply in an email session\n-------------------------\n\nYou can reply in an email session using the email adapter.\n\nTo reply in an email session, follow these steps:\n\n1. In the CCAI Platform portal, click mail\n **Email**. The email adapter appears.\n\n2. Do one of the following:\n\n - To select an email session that you are assigned to, do the following:\n\n 1. Click\n **Assigned**. The emails that are assigned to you appear, listed\n by email subject. Hold the pointer over an email to see additional\n information.\n\n | **Note:** Email sessions older than 36 months no longer appear.\n 2. Click the email that you want to respond to. The email session\n appears.\n\n 3. Optional: Click the email subject. The queue, session ID, and\n assignee appear.\n\n - To select an email session from a queue, do the following:\n\n 1. Click chevron_right**Expand**\n next to\n **Assigned**. The queues that you are assigned to appear.\n\n 2. Click the queue that you want. The email sessions that are assigned\n to the queue appear, listed by email subject. Hold the pointer over\n an email to see additional information.\n\n | **Note:** Email sessions older than 36 months no longer appear.\n 3. Click the email session that you want to respond to. The email\n session appears.\n\n 4. Optional: Click the email subject. The queue, session ID, and\n assignee appear.\n\n3. Click **Reply** or **Reply all** to respond to the latest message in the\n email. Click a different message in the session to respond to that message.\n\n4. In the editing field that appears, write your email response. Use the\n formatting bar to format your email.\n\n5. Optional: Click **Attach file** and\n navigate to a file that you want to attach to the email. You can attach up\n to 10 files. The combined size of all attached files can't exceed\n 25 MB. For information about the file types that you can attach, see\n [Allowed file types](#allowed-file-types).\n\n6. Optional: Click image **Insert image**\n and navigate to an image that you want to insert into the message. You can\n insert up to 10 images. The combined size of all inserted images can't\n exceed 25 MB. Click an image and drag a corner to resize it. For\n information about the image file types that you can insert, see [Allowed\n file types](#allowed-file-types).\n\n7. Click **Send** . If your administrator configured the email channel to\n [append the session ID to email subject\n lines](/contact-center/ccai-platform/docs/email-channel-config#append-session-id-to-email-subject-lines), the session ID is appended\n to the subject line.\n\nFinish a draft email\n--------------------\n\nYou can finish an email that you left in a draft state using the email adapter.\n\nTo finish a draft email, follow these steps:\n\n1. In the CCAI Platform portal, click mail\n **Email**. The email adapter appears.\n\n2. Click **Drafts**. Your draft\n emails appear, listed by subject.\n\n3. Click the draft email that you want to finish. The draft email appears.\n\n4. Finish your email and send it.\n\nAssign email sessions to another agent\n--------------------------------------\n\nYou can assign one or more email sessions to another agent using the email\nadapter.\n\nTo assign email sessions to another agent, follow these steps:\n\n1. In the CCAI Platform portal, click mail\n **Email**. The email adapter appears.\n\n2. Do one of the following:\n\n - To assign email sessions that you are assigned to, click\n **Assigned**. The emails that are assigned to you appear, listed by\n email subject.\n\n - To assign email sessions from a queue, do the following:\n\n 1. Click chevron_right**Expand**\n next to\n **Assigned**. The queues that you are assigned to appear.\n\n 2. Click the queue that you want. The email sessions that are assigned\n to the queue appear, listed by email subject.\n\n3. Select one or more email sessions to assign.\n\n4. Click the **Assign to** field. A list of agents appears.\n\n5. Select the agent that you want to assign the email sessions to.\n\nClose an email session\n----------------------\n\nYou can close an email session that requires no further action. The closed\nstatus appears in reporting.\n\nTo close an email session, follow these steps:\n\n1. In the CCAI Platform portal, click mail\n **Email**. The email adapter appears.\n\n2. Do one of the following:\n\n - To close an email sessions that you are assigned to, click\n **Assigned**. The emails that are assigned to you appear, listed by\n email subject.\n\n - To close an email session from a queue, do the following:\n\n 1. Click chevron_right**Expand**\n next to\n **Assigned**. The queues that you are assigned to appear.\n\n 2. Click the queue that you want. The email sessions that are assigned\n to the queue appear, listed by email subject.\n\n3. Select an email session to close.\n\n4. Click **Active** . The **Paused** and **Resolved** buttons appear.\n\n5. Click **Resolved**. The email sessions enters the resolved state.\n\n6. Click **Resolved** . The **Closed** button appears.\n\n7. Click **Closed** . The email session enters the closed state. The email\n session appears in the **Closed** folder, and\n remains there for 60 days.\n\nAllowed file types\n------------------\n\nThe following table shows the file types that you can attach to an outbound\nemail."]]