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Overview

Inbound email allows your AI agent to receive emails and automatically respond based on your workflow configuration. This enables bi-directional email conversations with customers.

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Prerequisites

Before setting up inbound email:
  • Complete outbound email setup
  • Wait for DNS to fully propagate (30-60 minutes after outbound setup)
  • Ensure your sending configuration is verified

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Step 1: Access Inbound Configuration

  1. Navigate to Settings → Email Sending
  2. Click the Inbound tab
  3. You’ll see the option to enable inbound parsing

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Step 2: Add MX Records

To receive emails, you need to add MX (Mail Exchange) records to your DNS: MX records configuration

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MX Record Configuration

Add the following MX record to your DNS:
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Type
string
MX
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Host/Name
string
@ (or blank, representing your subdomain)For [email protected], this would be elegi
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Points To
string
mx.sendgrid.net
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Priority
number
10

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Adding MX Records to Your DNS Provider

The process is similar to adding CNAME records:
1

Access DNS Management

Log in to your DNS provider and navigate to DNS management
2

Add MX Record

Click “Add Record” and select “MX” type
3

Enter Values

  • Host: Your subdomain or @ for root
  • Priority: 10
  • Points to: mx.sendgrid.net
4

Save Changes

Save the record and wait for DNS propagation (30-60 minutes)
DNS propagation takes time. Wait at least 30 minutes after adding MX records before testing.

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Step 3: Create Inbound Email Node

In your Cloom AI workflow:
  1. Click Create Agent Journey or Start & Integrate
  2. Select Incoming Email as the start node type
  3. Navigate to the Email Addresses tab

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Step 4: Assign Email Addresses

Specify which email addresses should trigger this workflow:
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Assigned Addresses
array
required
Email addresses that will trigger this workflowExample: [email protected]
Email address assignment
Each email address can only be assigned to one workflow at a time. The system prevents duplicate assignments.

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Email Routing

Configure how your AI handles incoming emails:

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Route Configuration

Unlike voice calls, email routing works with automatic follow-ups:
  1. Navigate to the Routes tab on your incoming email node
  2. Click + Add Custom Route
  3. Configure route settings

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Follow-up Email Prompt

Set up instructions for the AI when responses are received: Mandatory Variables
  • Select which variables MUST be extracted before moving to the next node
  • The AI will send follow-up emails asking for missing information
AI Instructions for Follow-up
Example
Politely ask the user to confirm their tracking number and
the date they made the order.
Email follow-up configuration

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How Email Routing Works

1

Email Received

Customer sends an email to your configured address
2

AI Analysis

The AI analyzes the email content and selects the appropriate route
3

Variable Extraction

The AI attempts to extract all mandatory variables
4

Follow-up (if needed)

If variables are missing, the AI sends a follow-up email requesting them
5

Route Completion

Once all mandatory variables are collected, the workflow proceeds to the next node

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Example Email Flow

Customer: "I haven't received my package yet. What's going on?"

AI Response: "I'm sorry to hear you haven't received your package.
I'd be happy to help track it down. Can you please provide your
order number and the date you placed the order?"

Customer: "Order #123456 from December 10th"

AI: [Extracts order_number=123456, order_date=Dec 10, proceeds to next node]

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Testing Inbound Email

To test your inbound email setup:
  1. Ensure your workflow is activated (toggle in top left)
  2. Send an email from your personal email to your configured address
  3. Wait for the AI response (typically within 1-2 minutes)
  4. Reply to test the conversation flow
  5. Check Email Logs to review the interaction

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Best Practices

Clearly specify what information you need in your routing instructions
Configure your brand voice to maintain professionalism in email responses
Monitor average response times to ensure customers receive timely replies
Upload relevant documents so your AI can provide accurate information
Create routes for complex issues that should be forwarded to human agents

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Email Logs

View all email interactions:
  1. Navigate to your workflow
  2. Click the menu in the top right
  3. Select Email Logs
Email logs show:
  • Original email content
  • AI responses
  • Variables extracted
  • Routes taken
  • Conversation threads

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Variables in Emails

Use extracted variables in subsequent email nodes: 
Hello {{customer_name}},

Thank you for reaching out about order {{order_number}}.

We've located your order from {{order_date}} and can see...
See the Variables Reference for more details.

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Troubleshooting

  • Verify MX records are correctly configured
  • Check DNS propagation (can take up to 48 hours)
  • Ensure the email address is assigned to a workflow
  • Confirm the workflow is activated
  • Test by sending from different email providers
  • Check Email Logs to see if the email was received
  • Verify routing instructions are clear
  • Ensure the workflow isn’t paused or erroring
  • Review knowledge base documents for relevance
  • Make mandatory variables clear in your instructions
  • Review email logs to see what the AI extracted
  • Adjust routing instructions to be more specific
  • Test with sample emails containing the expected data
  • Verify SPF/DKIM records from outbound setup
  • Check domain reputation
  • Avoid spam trigger words in email content
  • Include an unsubscribe option

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Security Considerations

Remember that once you configure inbound email for a domain:
  • All emails to that domain will be routed through Cloom AI
  • This is why we recommend using a subdomain or separate domain
  • Never use your primary business email domain

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Next Steps

Email Branding

Customize your email appearance and voice

Variables Reference

Learn how to use variables effectively