> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cloom.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbound Email Setup

> Configure receiving and automatically responding to emails

## 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.

## Prerequisites

Before setting up inbound email:

* Complete [outbound email setup](/platform/email/outbound-setup)
* Wait for DNS to fully propagate (30-60 minutes after outbound setup)
* Ensure your sending configuration is verified

## 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

## Step 2: Add MX Records

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

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/mx-records.png" alt="MX records configuration" />

### MX Record Configuration

Add the following MX record to your DNS:

<ParamField path="Type" type="string">
  MX
</ParamField>

<ParamField path="Host/Name" type="string">
  @ (or blank, representing your subdomain)

  For `hola@elegi.cloom.ai`, this would be `elegi`
</ParamField>

<ParamField path="Points To" type="string">
  `mx.sendgrid.net`
</ParamField>

<ParamField path="Priority" type="number">
  10
</ParamField>

### Adding MX Records to Your DNS Provider

The process is similar to adding CNAME records:

<Steps>
  <Step title="Access DNS Management">
    Log in to your DNS provider and navigate to DNS management
  </Step>

  <Step title="Add MX Record">
    Click "Add Record" and select "MX" type
  </Step>

  <Step title="Enter Values">
    * Host: Your subdomain or @ for root
    * Priority: 10
    * Points to: `mx.sendgrid.net`
  </Step>

  <Step title="Save Changes">
    Save the record and wait for DNS propagation (30-60 minutes)
  </Step>
</Steps>

<Warning>
  DNS propagation takes time. Wait at least 30 minutes after adding MX records before testing.
</Warning>

## 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

## Step 4: Assign Email Addresses

Specify which email addresses should trigger this workflow:

<ParamField path="Assigned Addresses" type="array" required>
  Email addresses that will trigger this workflow

  Example: `hola@elegi.cloom.ai`
</ParamField>

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/email-address-assignment.png" alt="Email address assignment" />

<Note>
  Each email address can only be assigned to **one workflow** at a time. The system prevents duplicate assignments.
</Note>

## Email Routing

Configure how your AI handles incoming emails:

### 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

### 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**

```text Example theme={null}
Politely ask the user to confirm their tracking number and
the date they made the order.
```

<img src="https://mintlify.s3.us-west-1.amazonaws.com/cloom/images/email-follow-up.png" alt="Email follow-up configuration" />

### How Email Routing Works

<Steps>
  <Step title="Email Received">
    Customer sends an email to your configured address
  </Step>

  <Step title="AI Analysis">
    The AI analyzes the email content and selects the appropriate route
  </Step>

  <Step title="Variable Extraction">
    The AI attempts to extract all mandatory variables
  </Step>

  <Step title="Follow-up (if needed)">
    If variables are missing, the AI sends a follow-up email requesting them
  </Step>

  <Step title="Route Completion">
    Once all mandatory variables are collected, the workflow proceeds to the next node
  </Step>
</Steps>

### 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]
```

## 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

## Best Practices

<AccordionGroup>
  <Accordion title="Clear Variable Requirements" icon="list-check">
    Clearly specify what information you need in your routing instructions
  </Accordion>

  <Accordion title="Professional Tone" icon="briefcase">
    Configure your brand voice to maintain professionalism in email responses
  </Accordion>

  <Accordion title="Response Time" icon="clock">
    Monitor average response times to ensure customers receive timely replies
  </Accordion>

  <Accordion title="Knowledge Base" icon="book">
    Upload relevant documents so your AI can provide accurate information
  </Accordion>

  <Accordion title="Escalation Path" icon="arrow-up-right-from-square">
    Create routes for complex issues that should be forwarded to human agents
  </Accordion>
</AccordionGroup>

## 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

## 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](/platform/reference/variables) for more details.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Not Receiving Emails" icon="inbox">
    * 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
  </Accordion>

  <Accordion title="AI Not Responding" icon="robot">
    * 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
  </Accordion>

  <Accordion title="Variables Not Extracting" icon="exclamation">
    * 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
  </Accordion>

  <Accordion title="Emails Going to Customer Spam" icon="shield">
    * Verify SPF/DKIM records from outbound setup
    * Check domain reputation
    * Avoid spam trigger words in email content
    * Include an unsubscribe option
  </Accordion>
</AccordionGroup>

## Security Considerations

<Warning>
  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
</Warning>

## Next Steps

<CardGroup cols={2}>
  <Card title="Email Branding" icon="palette" href="/platform/email/branding">
    Customize your email appearance and voice
  </Card>

  <Card title="Variables Reference" icon="code" href="/platform/reference/variables">
    Learn how to use variables effectively
  </Card>
</CardGroup>