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The email support channel lets you set up, manage, and handle email support. The
email channel receives support request emails from end-users and distributes
them to support agents. This routing can be automated or manual.
Expected agent support behaviors
In-Email is a default system agent status and cannot be removed. This agent
status is available only when CCAIP Email Channel is enabled, and the
agent is assigned to at least one email queue. In-Email is not automatically
set for the agent; they can manually set themselves to this status using the
Agent Adapter for Email. Supervisors can also set this status for their agents
using the Admin Portal.
Agents can receive incoming calls and chats when they are set to In-Email
status. When an agent in In-Email status goes into a call or chat session the
agent status will be overridden to either In-Call or In-Chat depending on
which channel they're using.
Expected CRM behaviors
A new CRM ticket will be created for:
New emails received in the email channel.
Emails sent out through the email channel.
New email replies received in the email channel on a previously existing email
thread for which no CRM ticket link exists.
Emails sent using the email channel on a previously existing email thread for
which no CRM ticket link exists.
If a thread already exists that is linked to a CRM case, the replies and
subsequent messages will remain linked to the existing CRM ticket. A direct link
to the latest email in the email thread will be generated and added as a comment
to the linked CRM ticket when an email is sent or received.
A standard comment is attached to the linked CRM ticket when an email is sent or
received for the first time containing the following elements:
Sent by: {sender's email address}
Received by: {receiver's email address}
Session ID: {email session ID}
Assigned agent: {agent name}
Queue: {queue name}
Subject: {email subject}}
Depending on your CRM ticket management configurations, the following elements
might also appear:
A copy of the email contents in the thread posted (as a comment) in the linked
CRM ticket.
A PDF copy of the email thread attached to the linked CRM ticket.
External storage locations (default and customizable path) are supported. These
settings can be found in Settings > Email.
Attachment restrictions
The following table outlines attachment restrictions for email channels. All
attachments are virus scanned before being added.
[[["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 support channel manages end-user support requests, routing them to agents either automatically or manually, and it is available for Salesforce, Zendesk, Kustomer, and Custom CRMs.\u003c/p\u003e\n"],["\u003cp\u003eAgents can set their status to \u003ccode\u003eIn-Email\u003c/code\u003e to handle email support, which allows them to also receive calls and chats, and their status will automatically change to \u003ccode\u003eIn-Call\u003c/code\u003e or \u003ccode\u003eIn-Chat\u003c/code\u003e when engaged in those activities.\u003c/p\u003e\n"],["\u003cp\u003eNew CRM tickets are created for new emails received or sent, or for new email replies on existing threads without CRM ticket links, while replies on linked threads are added to the existing CRM case.\u003c/p\u003e\n"],["\u003cp\u003eEach email interaction generates a standard comment in the linked CRM ticket that includes sender, receiver, session ID, assigned agent, queue, and subject information, with optional attachments like the email content or a PDF of the thread.\u003c/p\u003e\n"],["\u003cp\u003eThe system supports various attachment types, with specific restrictions, particularly banning EXE, DLL, BAT, ZIP, RAR, SCR, and BIN files for document attachments, and virus scanning all attachments.\u003c/p\u003e\n"]]],[],null,["# Overview and expected behavior\n\nThe email support channel lets you set up, manage, and handle email support. The\nemail channel receives support request emails from end-users and distributes\nthem to support agents. This routing can be automated or manual.\n| **Note:** Email channel is only available for Salesforce, Zendesk, Kustomer, and Custom CRMs.\n\nExpected agent support behaviors\n--------------------------------\n\n**In-Email** is a default system agent status and cannot be removed. This agent\nstatus is available only when **CCAIP Email Channel** is enabled, and the\nagent is assigned to at least one email queue. `In-Email` is not automatically\nset for the agent; they can manually set themselves to this status using the\nAgent Adapter for Email. Supervisors can also set this status for their agents\nusing the Admin Portal.\n\nAgents can receive incoming calls and chats when they are set to `In-Email`\nstatus. When an agent in `In-Email` status goes into a call or chat session the\nagent status will be overridden to either `In-Call` or `In-Chat` depending on\nwhich channel they're using.\n\nExpected CRM behaviors\n----------------------\n\nA new CRM ticket will be created for:\n\n- New emails received in the email channel.\n- Emails sent out through the email channel.\n- New email replies received in the email channel on a previously existing email thread for which no CRM ticket link exists.\n- Emails sent using the email channel on a previously existing email thread for which no CRM ticket link exists.\n\nIf a thread already exists that is linked to a CRM case, the replies and\nsubsequent messages will remain linked to the existing CRM ticket. A direct link\nto the latest email in the email thread will be generated and added as a comment\nto the linked CRM ticket when an email is sent or received.\n\nA standard comment is attached to the linked CRM ticket when an email is sent or\nreceived for the first time containing the following elements:\n\n- Sent by: `{sender's email address}`\n- Received by: `{receiver's email address}`\n- Session ID: `{email session ID}`\n- Assigned agent: `{agent name}`\n- Queue: `{queue name}`\n- Subject: `{email subject}}`\n\nDepending on your CRM ticket management configurations, the following elements\nmight also appear:\n\n- A copy of the email contents in the thread posted (as a comment) in the linked CRM ticket.\n- A PDF copy of the email thread attached to the linked CRM ticket.\n\nExternal storage locations (default and customizable path) are supported. These\nsettings can be found in **Settings \\\u003e Email**.\n\nAttachment restrictions\n-----------------------\n\nThe following table outlines attachment restrictions for email channels. All\nattachments are virus scanned before being added.\n\nWhat's next\n-----------\n\nLearn how to [configure an email channel](/contact-center/ccai-platform/docs/email-channel-config)\nin your system."]]
