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Email Channel ​

The Email Channel gives every AI assistant a dedicated email address. Customers can write an email to your assistant and receive an AI-powered reply — no manual setup required.

What is the Email Channel? ​

Each assistant in KI Agency automatically gets a unique email address in the format:

{assistantId}@agent.plugandplai.ai

This email address is read-only and derived automatically — you don't need to configure anything. Whenever a customer emails that address, your AI assistant reads the message, generates a reply, and sends it back to the customer.

Key Features ​

  • Zero-config email address: Every assistant gets an email address automatically
  • AI-powered replies: Your assistant reads incoming emails and replies intelligently
  • Thread continuity: The assistant remembers the conversation context for 24 hours
  • CC support: All CC recipients from the original email are preserved in the reply
  • Email threading: Replies use a stable subject prefix ([KI-XXXXXXXX]) so email clients group messages into a thread
  • Spam protection: A built-in rate limit prevents abuse

How to Find Your Assistant's Email Address ​

  1. Go to the Assistants page — find your assistant in the table
  2. Look for the email icon (✉️) next to the assistant's contact information
  3. Click the icon to copy the email address to your clipboard
  4. You can also see the email address in the assistant detail view at the top of the page alongside the phone and WhatsApp numbers

The email address is shown as:

{assistantId}@agent.plugandplai.ai

You can share this address with your customers directly.

How It Works ​

Here is what happens when a customer sends an email to your assistant:

  1. Customer sends an email to {assistantId}@agent.plugandplai.ai
  2. Email is received and routed to the correct assistant
  3. Your AI assistant reads the message and generates a reply using its configured knowledge and instructions
  4. The reply is sent back to the customer from {assistantId}@agent.plugandplai.ai
  5. Conversation thread maintained: The assistant remembers the exchange for 24 hours, so follow-up emails stay in context
  6. After 24 hours of no activity, the conversation expires — the next email starts a fresh conversation

Subject Line Threading ​

To help email clients group messages into a thread, every reply from the assistant includes a stable prefix in the subject line:

Re: [KI-A3F9KQ2M] Your original subject

The code inside [KI-...] stays the same for the entire conversation, so your inbox stays organised.

Conversation Expiry ​

Email conversations automatically expire after 24 hours of inactivity:

  • Within 24 hours: The assistant remembers previous messages and replies in context
  • After 24 hours: The conversation expires. The next email from the customer starts a new conversation
  • This is by design to protect customer privacy

Rate Limiting ​

To protect against spam, the system limits how many emails a single sender can send to the same assistant:

  • Limit: 10 emails per 10-minute window per sender
  • If the limit is exceeded: The system rejects the extra emails temporarily
  • Normal usage is not affected by this limit

Example Conversation ​

Customer → assistant@agent.plugandplai.ai
Subject: Question about your services

"Hi, I'd like to know more about your pricing plans."

---

Assistant → customer@example.com
Subject: Re: [KI-A3F9KQ2M] Question about your services

"Hello! Thank you for reaching out. We offer three pricing plans:
Basic, Professional, and Enterprise. Which one would you like to 
know more about?"

---

Customer → assistant@agent.plugandplai.ai
Subject: Re: [KI-A3F9KQ2M] Question about your services

"Tell me more about the Professional plan."

---

Assistant → customer@example.com
Subject: Re: [KI-A3F9KQ2M] Question about your services

"The Professional plan includes... [contextual reply based on the 
full conversation history]"

What Is Not Supported ​

  • Email attachments: Attachments are not processed. The assistant only reads the text content of emails.
  • Sending emails proactively: The email channel is inbound-only. Your assistant replies to incoming emails but cannot initiate email conversations.
  • Inbox or conversation history: There is no email inbox view in the platform. Conversations happen over email directly.

Best Practices ​

  • Share the email address with customers who prefer asynchronous communication
  • Configure your assistant well: Since email conversations happen asynchronously, make sure your assistant is trained to handle open-ended questions clearly
  • Inform customers about the 24-hour window: Let customers know that a new email after 24 hours starts a fresh conversation
  • Keep emails concise: Your assistant works best with clear, specific questions

Troubleshooting ​

Customer did not receive a reply

  • Verify the assistant is active and properly configured
  • Ask the customer to check their spam/junk folder
  • Ensure the customer emailed the correct address (check the address shown in the assistant list)

Reply came from a different address

  • Replies always come from {assistantId}@agent.plugandplai.ai
  • Some email clients may display the display name differently — check the full From address

Reply seems out of context

  • If the customer waited more than 24 hours between emails, the conversation expired and a new one was started
  • The assistant replied without the history of the previous conversation — this is expected behaviour

Customer's email not accepted (rate limit)

  • The customer may have sent more than 10 emails in a short period
  • Ask them to wait a few minutes and try again

The Email Channel lets you offer a third communication channel alongside phone and WhatsApp — giving your customers the flexibility to reach your AI assistant in the way that suits them best.