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Egentify’s email channel lets you route support emails through the AI agent using a simple email forward. Once set up, every email sent to your support address lands in Egentify, where the AI can read it, understand the customer’s request, and respond — either by drafting a reply for your review or sending one automatically. Your customers still email the same address they always have; all the routing happens behind the scenes.

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Set up email forwarding

1

Find your Egentify forwarding address

In the Egentify dashboard, open Project Settings > Email. Your unique forwarding address is listed there — it follows the format {alias}@support.egentify.com. Copy it.
2

Set up forwarding at your email provider

In Gmail, Outlook, Zoho, or whichever provider hosts your support inbox, create a forwarding rule that sends all mail arriving at support@yourdomain.com (or your support address) to your Egentify forwarding address. The exact steps vary by provider — look for Forwarding, Rules, or Filters in your email settings.
3

Choose a handling mode

Back in Egentify under Project Settings > Email, select the handling mode that fits your workflow. See Handling modes below for the options.
4

Configure your outbound reply address (optional)

By default, outbound replies come from your Egentify forwarding address. To send replies from your own support address (e.g. support@yourdomain.com), enter it under Outbound Reply Address and follow the verification steps.

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Handling modes

Choose how much the AI does on its own. You can change this at any time.
ModeWhat happens
ManualIncoming emails appear in the Egentify dashboard. Your team reads them and writes replies directly in the ticket view. The AI does not generate a response.
DraftThe AI reads each incoming email and writes a suggested reply. Your team reviews the draft in the dashboard and sends it with one click — or edits it first. Nothing is sent to the customer until you approve.
AutoThe AI reads each incoming email and sends a reply automatically, without human review. Available on the Growth plan and above.
Use Draft mode to start building confidence in the AI’s replies before switching to Auto.

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Email threading

Egentify preserves email threads across the full conversation. When a customer replies to one of your responses, their reply is automatically matched to the original thread and appears as a continuation of the same ticket in the dashboard. Your team’s replies and AI-generated messages are all visible in one place, in the order they were sent and received.

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Attachments

Attachments included in incoming customer emails are stored alongside the message and are accessible from the ticket view in your dashboard. You can view and download them without leaving Egentify.