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Connect the Email channel

Besides WhatsApp, Instagram, Telegram and Messenger (see Connect messaging channels), ChatNorris can automatically reply to emails that arrive at one of your company’s mailboxes. It isn’t a separate email client: emails come in and are answered like any other conversation, visible in Conversations.
The Email channel is included in the Premium plan. On Free and Standard it shows as not included in your plan.

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How it works

ChatNorris assigns you your own email address (one per agent). You set up your usual mailbox (for example soporte@tuempresa.com) to forward the emails it receives to that address. The agent processes the email, generates a reply and sends it back to the visitor — with the Reply-To always pointing to your real address, never to ChatNorris’s.
You don’t need to give ChatNorris your password or an app password. The connection is forwarding only: at any time you can turn off forwarding in your email provider and the channel stops receiving new messages.

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Connect your mailbox

1

Open the agent's Email channel

Go to My agents → [your agent] → Deploy and click Email. If the agent doesn’t have the channel yet, a 3-step wizard opens: Mailbox, Forwarding and Verification.
2

Mailbox: tell us which mailbox the agent will handle

Type the mailbox your customers write to (for example soporte@tuempresa.com) and click Continue. Replies go out with that mailbox as the reply-to address, so the customer replies to your usual address.
3

Forwarding: copy your unique address and set up forwarding

ChatNorris shows you Your unique address for that agent (in the form xxxxx@inbound.chatnorris.ai). Treat it as sensitive: anyone who knows it can send emails to the agent.Forward only your mailbox’s email to that address, not your whole inbox: if you forward everything, the agent will reply to spam and newsletters. The wizard’s guide has one tab per provider:
  1. Add the unique address as a forwarding address: Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address. Gmail may ask you to sign in again.
  2. Create a filter for your mailbox: Filters and Blocked Addresses → Create a filter → To: soporte@tuempresa.com.
  3. Forward only filtered mail: Create filter → Forward it to → your ChatNorris address.
  4. Optional: add conditions (subject, sender, attachments) for contact forms or other cases.
Don’t turn on “Forward a copy of incoming mail”. Keep “Disable forwarding” and use only the filter.
When you’re done, click I set it up, verify. You can also choose Finish later.
4

Verification

The wizard shows Waiting for an email…: send one to your real mailbox from another account. As soon as it arrives, you’ll see We got your email! and the agent is now replying on this channel. The email also appears as a new conversation in Conversations, with the channel marked as Email.

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Customize the signature

Once connected, Deploy → Email has the Connection, Behavior, Signature, Forwarding guide and Disconnect sections. In Signature you can add text and, optionally, a logo (PNG, JPG or WebP, 200 KB max) that are added at the end of every reply the agent sends by email, with a preview.

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Credits

Each email the agent processes is charged to two different pools: See the full detail of the email credit pool in AI models and credits.

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Frequently asked questions

No. Each mailbox connects to a single agent. If you need different agents to reply depending on the topic, use different addresses or filters in your email provider.
No. ChatNorris only sees the emails your own forwarding filter or rule explicitly sends to it. It has no access to your full mailbox.
That reply isn’t recorded in ChatNorris, since it doesn’t see it. If you want a human agent to reply from the portal, do it from the conversation in Conversations instead of replying directly from your mailbox.
That’s what the Send Email Action is for, not the Email channel. See Agent actions → Send Email.
The channel simply stops receiving new messages while forwarding is off; you don’t have to reconnect anything in ChatNorris. When you turn forwarding back on, new emails are processed normally again (those that arrived while it was off aren’t recovered).