Converse Email Bot

Deploying your AI bot in Chat360 is a straightforward process. Once your bot has been created, the only remaining step is to configure the communication channel through which customers will interact with it. For email-based bots, this involves two simple stages. Domain Management – Verify your email domain so emails sent through Chat360 are authenticated and trusted by recipient mail providers. Channel Configuration – Create an email channel using the verified domain and associate it with your bot or AI assistant. After these steps are completed, your bot is ready to send, receive, and manage customer conversations through the configured email channel.

Domain Management

Your email domain is the foundation of Converse. It ensures your emails are authenticated and trusted by recipients' email providers.

Why Domain Verification Matters

Email authentication (CNAME records) prevents spoofing, improves deliverability, and ensures your emails reach customer inboxes instead of spam folders.

Adding a Domain

1: Navigate to Domain Management

In Chat360, go to Connect Channels → Email Channels → Domains tab.

2: Click "Add Domain"

Enter your email domain (e.g., hello@yourcompany.com → domain is yourcompany.com)

3: Copy the CNAME Record

Chat360 provides a CNAME record. Copy this record.

4: Add to Your DNS Provider

Log into your DNS provider (GoDaddy, Namecheap, Route 53, etc.) and add the CNAME record in your DNS settings.

5: Verify in Chat360

Return to Domain Details and click "Verify Domain". DNS propagation may take 24–48 hours.

Domain Status

Domain Management Interface

Add Email Domain dialog for registering and verifying a new sending domain.

Multiple Domains

You can add multiple domains to Converse. This is useful for:

• Different business units (e.g., support@company.com, sales@company.com)

• Regional variations (e.g., support@company.com, soporte@company.mx)

• Subdomains for testing before production use

Important

Unverified domains will be automatically removed two weeks after being added. Ensure you complete DNS verification within this timeframe.

Channel Configuration

A channel is how you connect your verified domain to specific email addresses and configure how replies are handled.

Understanding Channels

Each channel represents a specific email inbox.

• Support Channel → support@yourcompany.com (receives support tickets)

• Sales Channel → sales@yourcompany.com (receives sales inquiries)

• Notifications Channel → noreply@yourcompany.com (sends alerts)

Creating a Channel

1: Go to Email Channels

Navigate to Connect Channels → Email Channels → Channels tab.

2: Click "Add Channel"

Choose Email Channels from the list.

3: Fill in Channel Details

• Channel Name : Give it a descriptive name (e.g., "Support")

• Domain : Select your verified domain from the dropdown

• Email IDs : Add the email addresses that will receive messages (up to 5 emails per channel)

• Inbound Address : This is where customer replies are sent. Chat360 provides this automatically.

• Assistant : Choose an AI assistant to help manage conversations (optional)

4: Click "Update Account"

Your channel is now active and ready to receive emails.

Channel Fields Explained

Tip

Use multiple channels to separate different types of emails. This makes it easier to organize conversations and assign teams.

How Inbound Works

When a customer replies to an email from your campaign:

1. Email arrives at the customer's email provider.

2. Customer clicks Reply and sends their message.

3. Reply is routed to your inbound address automatically.

4. Chat360 connects the reply to the original conversation.

5. You see the reply in the Live Chat window.