Getting Started with Email

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Note: This channel is currently in beta and may change as we continue to improve it

Email is now available in Cue alongside WhatsApp, Web Chat, and Messenger. Bring your highest-volume support channel into the same unified inbox your team already uses-same workflows, same AI Agents.

Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

What You Can Do with Email

  • Set up a branded email address - Configure your company email (e.g., support@yourcompany.com) to work with Cue
  • Receive customer emails - Messages arrive in your unified inbox alongside other channels
  • View and reply in the unified inbox - Email threads appear like any other conversation
  • Connect to AI Agents - Let AI handle routine enquiries automatically
  • Build automation flows - Create auto-replies, routing rules, and ticket creation
  • Send outbound emails - Start new conversations or follow up with contacts directly from your inbox

Adding the Email Channel

You can add Email to your workspace in just a few clicks:

1. Click the Channels icon in the sidebar
2. Select the Marketplace tab
3. Click Add Channel on the Email card
4. Give your channel a name
5. Set up forwarding from your branded company email address to the unique email address Cue provides

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Sending from Your Own Domain

To send outbound emails from your company address (e.g., support@yourcompany.com) rather than a generic Cue address, you'll need to verify your domain by adding DNS records provided during setup. This ensures your emails are delivered reliably and appear professional to recipients.

Attachment and Recipient Limits

When sending emails through Cue, keep these limits in mind:

- Total attachment size: 30 MB cumulative across all attachments per email
- Video file size: 16 MB maximum per video file
- Recipients: Maximum of 50 recipients across the To and CC fields combined

For larger files, we recommend uploading to an external service (such as Google Drive or Dropbox) and sharing the link in your email.

Managing Email in Your Inbox

Email conversations appear in your inbox just like WhatsApp, Web Chat, or Messenger conversations. Your team can:

- Reply to customers directly from the conversation view
- Assign conversations to team members
- Tag conversations for organisation and reporting
- Collaborate with internal notes visible only to your team

Full email threading is supported, so you can see the complete conversation history. Attachments and CC recipients are available within the conversation view.

Connecting Email to AI Agents

Your AI Agent can handle routine email enquiries just like it does on WhatsApp and Web Chat. This helps you:

  • Cut through inbox backlogs - AI responds to common questions instantly
  • Reduce manual triage - Repetitive work is handled automatically
  • Improve response times - Customers get answers without waiting for a human
  • Provide 24/7 support - AI Agents work around the clock
  • Handle frustrated customers with patience - AI maintains a calm, helpful tone

To connect your AI Agent to email, ensure your Email channel is linked to a flow that includes AI Agent handoff, or configure the channel to route directly to your AI Agent. See our AI Agent setup guide for detailed instructions.

Building Email Automation Flows

When you create an email channel, Cue automatically generates and attaches a default flow with an auto-responder message and ticket creation. You can customise this flow or build new ones using Cue's visual flow builder:

  • Auto-replies and acknowledgements - Let customers know their message was received
  • Automatic ticket creation - Create tickets in your system when emails arrive
  • Conditional routing - Route emails based on subject, sender, or content to the right team
  • Integration with external systems - Use HTTP request steps to connect with tools like Mailchimp, Salesforce, Campaign Monitor, or your CRM

See our Flows documentation for detailed guidance on building automation flows.

Sending Outbound Emails

You can send outbound emails directly from Cue:

1. Click the Compose icon in the inbox
2. Select Email as the channel
3. Fill in the recipient, subject, and message
4. Click Send

Use outbound emails to start new conversations with contacts or follow up after resolving an enquiry.

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Integrating with Your Tools

Connect your email flows to popular marketing and CRM tools to build powerful automated journeys:

- Mailchimp - Push email content and sync contact lists
- Campaign Monitor - Trigger email campaigns based on conversation events
- Salesforce - Update CRM records and trigger personalised follow-ups
- HubSpot - Sync contacts and track customer interactions

Use HTTP request steps in your flows to send email events to your marketing platform, automatically update contact lists, and keep customer details synchronised between systems. You can also use webhooks for real-time data piping.

Spam Protection

Inbound emails are automatically scored for spam. If the first message in a conversation has a high spam score, it will be quarantined rather than appearing in your inbox.

To review quarantined messages:

1. Use the search filter in your inbox to find quarantined items
2. Click on a quarantined message to see why it was flagged
3. Mark the sender as safe to move the message to your inbox, or mark as unsafe to keep it quarantined

If a message mid-conversation is flagged as spam, the conversation stays in your inbox but is marked for your awareness.

Adding Multiple Email Addresses

You can add as many email channels as you need-one per department, location, or use case. Each channel can be routed to different flows and teams.

For example, you might have:

- support@yourcompany.com – Routed to your customer service team
- sales@yourcompany.com – Routed to your sales team with lead qualification flows
- bookings@yourcompany.com – Routed to automated scheduling flows

Frequently Asked Questions

Can I set it up myself?

Yes, it's fully self-service. Add the Email channel from the Channels section under the Marketplace tab in minutes.

Can I send from my own domain?

Yes. Cue provides a unique receiving address-simply forward your company email to it. To send from your own domain, verify it by adding the DNS records provided during setup.

Does email work with AI Agents?

Absolutely. Connect your AI Agent to handle routine email enquiries, create tickets, and route conversations-just like it does on WhatsApp and Web Chat.

Is email included in my plan?

Yes. Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

Can I send bulk marketing emails?

Bulk email and marketing broadcasts are on our roadmap for 2026. For now, email is focused on customer service conversations and individual outbound messages.