Email campaigns and replies in the same workspace as your chats
Connect your own mailbox over SMTP and IMAP, or send through the API, run scheduled campaigns to opted-in lists, and let agents answer replies from the Omni Inbox.
Campaign email and a customer reply as they appear in the inbox. Sender, names and text are sample data.
Short answer
Updated
OmniChannels.ai sends email from your own sender address. You connect your mail server over SMTP for sending and IMAP for receiving, or send through the API or web tool, upload an opted-in list, preview the message, filter duplicates and send now or on a schedule. Replies arrive in the Omni Inbox, where agents answer with attachments. Deliverability depends on your domain's SPF, DKIM and DMARC setup.
What you can do with email in OmniChannels.ai
Use your own sender address
Connect your mailbox over SMTP and IMAP, so campaigns and replies go out from your domain and land in your own mail records.
Send through the API
Trigger transactional email, such as receipts and statements, from your own systems through the REST API.
Upload opted-in lists
Import recipients from Excel or CSV, map columns to personalization fields and let duplicate filtering remove repeated addresses.
Preview before you send
Check subject, body and personalized fields with sample data before the campaign goes out.
Schedule campaigns
Send immediately or set a date and time that suits each audience, for example a monthly statement run or a weekend newsletter.
Answer replies in the shared inbox
Replies arrive in the Omni Inbox in one thread per customer, so agents handle them alongside WhatsApp, Messenger, Telegram and Instagram.
Reply with attachments
Agents send invoices, contracts, forms and images as attachments directly from the inbox.
Campaign reports
Delivery reports with filters by date and campaign and CSV export show what was sent and what failed.
Which domain records affect email deliverability?
These records are set in your domain's DNS by your IT team or mail provider. They prove the mail really comes from you.
| Item | Details |
|---|---|
| SPF | Lists the servers allowed to send email for your domain. Include the mail server you connect over SMTP. |
| DKIM | Adds a cryptographic signature to each message so receivers can check it was not altered and came from your domain. |
| DMARC | Tells receivers what to do with mail that fails SPF or DKIM and sends you reports. Major mailbox providers expect it from bulk senders. |
| Unsubscribe | Every marketing email needs a clear way to opt out. Large mailbox providers require easy unsubscribe for bulk senders. |
How to set up email sending and replies
Most of the work is on your domain and mail server, so involve your IT team early.
- 1
Choose the sender mailbox
Pick the address customers will see and reply to, such as support@ or hello@ on your own domain.
- 2
Check your domain records
Ask your IT team or mail provider to confirm SPF, DKIM and DMARC are in place for that domain.
- 3
Connect SMTP and IMAP
Enter the mailbox's SMTP and IMAP details in the workspace so it can send campaigns and receive replies.
- 4
Upload a list and preview
Import an opted-in list, filter duplicates and preview the email with personalized fields filled in.
- 5
Test, then send or schedule
Send to internal addresses on different mail providers, check the inbox placement, then launch or schedule the campaign.
Is email in OmniChannels.ai a good fit?
A good fit when
- You send newsletters, statements, onboarding or service updates to customers who opted in.
- Your support team answers email and chat and wants both in one workspace.
- You want campaigns to go out from your own domain and mailbox.
- You need to send attachments such as invoices or forms in replies.
Good to know before you start
- Deliverability depends on your domain records, list quality and sender reputation; no platform can guarantee inbox placement.
- Sending volume is limited by the mail server you connect; check its sending limits before large campaigns.
- AI agents can answer email too, but long or sensitive emails are best routed to a person.
- Purchased or scraped lists are not allowed and quickly damage sender reputation.
Email campaign and inbox questions
Which email address do campaigns come from?
Your own. You connect a mailbox on your domain over SMTP for sending and IMAP for receiving. Customers see your address and their replies go back to it.
Do I need SPF, DKIM and DMARC?
Yes, for any serious sending. Major mailbox providers expect bulk senders to authenticate their domain, and mail without these records is more likely to go to spam. Your IT team or mail provider sets them in your DNS.
Where do customer replies go?
Replies arrive in the Omni Inbox through the IMAP connection, in the same thread as the customer's other conversations where they can be matched. Agents answer there with text and attachments.
How many emails can I send per day?
That depends on the mail server you connect, not on OmniChannels.ai. Check your provider's sending limits and warm up a new domain gradually before large campaigns.
Should I use email or WhatsApp for a campaign?
Use email for longer, lower-cost content such as newsletters, statements and onboarding. Use WhatsApp for short, time-sensitive messages where a reply or tap matters. Many businesses use both for different moments.
Guides on this topic
- MarketingEmail vs WhatsApp Marketing: Which to Use at Each Stage?8 min read
- ComplianceOpt-in and Consent for WhatsApp, SMS and Email Campaigns8 min read
- Customer supportHow a Shared Inbox for WhatsApp, Instagram and Email Works8 min read
- MarketingSent vs Delivered vs Read vs Failed: Message Status Explained8 min read
- OmnichannelOmnichannel Messaging ROI: How to Build the Business Case9 min read
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