How to Set Up Email Integration for Your AI Chatbot

Email Integration feature enables your AI agent to handle email (send and receive) communications directly through your dashboard. This powerful capability allows you to manage all email interactions from a single platform, available with our Professional plan and above.

When Does Email Happen?

If a user:

• Asks to talk to a human, but no team member is available

• Gets a reply from an agent, but doesn’t respond for a while

CivicAI will automatically send a follow-up email to keep the conversation going. This way, no support request gets ignored.

Step 1: Access the Email Integration Section

1. Go to the Integrations tab from the dashboard menu.

2. Locate the Email Integration card and click on Manage.

Step 2: Create a Workspace (Your Email Identity)

In Email Integration, a Workspace refers to the environment where your AI agent manages email communications.

1. Enter your preferred workspace name in the text field provided.

   • The workspace name will form part of your email domain (e.g., yourname.on.civicai.email).

2. Click Create Workspace to proceed.

If no email integration is set up, then only you will see the Create Workspace page.

Step 3: Configure Email Settings

1. After creating your workspace, you will be redirected to the next page, where you can configure the following details:

   • Enable or Disable the email integration feature as needed.

   • Your email address is used for email integration. It is the address from which users will receive emails.

Step 3.1: Adding a Custom Domain (Optional)

A custom domain allows you to send and receive emails using your own domain instead of a email workspace address provided above. Follow these steps to add:

1. Add Your Custom Domain

   • Enter your domain (e.g., email.civicai.ai).

2. Update DNS Records

   • Add the required TXT, DKIM, and MX records in your DNS settings.

3. Verify DNS Changes

   • Wait for DNS propagation and check if the records are updated.

4. Complete Setup

   • Once verified, the custom domain is ready for use.

Step 4: Set Up Email Forwarding (optional)

If you want your Gmail, Outlook, GoDaddy, or Namecheap emails to sync with CivicAi AI chatbot. With this you can manage all the emails from CivicAI Conversation Dashboard. Follow these below mentioned steps to let our AI handle your email communications.

Note: Email Integration requires your existing email provider to support email forwarding functionality

For Gmail / Google Workspace:

1. Log in to your Gmail account

2. Click the gear icon and select See all settings

3. Navigate to the Forwarding and POP/IMAP tab

4. Click Add a forwarding address

5. Enter your CivicAI email address (e.g., yourname.on.CivicAI.email)

6. Follow the verification steps sent to your CivicAI email

6. Return to Gmail settings and select Forward a copy of incoming mail you can create a filter.

7. Here is the email integration working

For Microsoft 365 / Outlook:

1. Sign in to your Microsoft 365 admin center

2. Go to Settings > Mail > Rules

3. Click + New rule

4. Set the condition to Apply to all messages

5. Add an action to Forward the message to

6. Enter your CivicAI email address

7. Save the rule and wait for it to take effect

For GoDaddy Email:

1. Log in to your GoDaddy account

2. Go to Email & Office

3. Select the email account to forward

4. Click Manage > Forwarding

5. Enter your CivicAI email address

6. Choose whether to keep a copy of forwarded emails

7. Save your settings

For Namecheap Email:

1. Log in to your Namecheap account

2. Go to Domain List > select your domain

3. Click Manage next to Private Email

4. Select the email address to forward

5. Click Manage > Forwarding

6. Add your CivicAI email address

7. Save the forwarding settings

You can also forward emails to other service providers.

💡Tip: Email forwarding is optional—but if your users already reach out via Gmail, Outlook, or other inboxes, forwarding helps you manage and reply to all emails directly from your CivicAI dashboard.

Managing Your Integration

• To update or remove your domain, use the Remove Domain button in the custom domain section.

• Ensure all changes are saved to avoid any interruptions in service.