Setting up the native Email channel

About the Email channel

The Email channel lets your AI agent handle support emails directly — no Zendesk account required. Customers email your dedicated inbound address; Inquiru reads the message, generates a reply, and sends it back in the same thread.

Creating an Email integration

Go to Integrations → Connect and select Email.
Choose an Email Slug (lowercase letters, numbers, and hyphens) — this generates your unique inbound address: slug@inbound.inquiru.com.
Set a Display Name (e.g. BetJets AI Support) — this appears in the From field of every AI reply.
Assign an Inquiru agent and save.

Routing emails to the AI

Give customers your inbound address directly, or forward your existing support inbox (e.g. support@yourcompany.com) to it using your email provider's forwarding rules. Every email that arrives at the inbound address is queued for the AI to process automatically.

How replies work

The AI sends its reply from slug@inbound.inquiru.com with your configured display name. The Reply-To header is also set to the inbound address, so when the customer clicks Reply in their email client their message routes straight back to the AI — continuing the conversation in the same thread automatically.

Thread continuity

Inquiru tracks email threads using the standard In-Reply-To and References headers. Each reply lands in the correct conversation on the Conversations page, with the full exchange visible in one thread.

HTML-formatted replies

AI replies are sent as properly formatted HTML emails. Markdown elements — bold, italics, bullet lists, numbered steps, and inline code — are rendered in the email body so customers see clean, readable formatting rather than raw asterisks or backticks.

Escalation

If the AI's confidence falls below its threshold, the conversation is escalated and its status changes to Escalated. Configure Email notifications or a Slack webhook on the agent's escalation settings to be alerted when a human needs to take over.