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The Email channel lets you turn any email address into a ChatbotX inbox. Incoming emails appear as conversations, and your team can reply directly from ChatbotX. Using an SMTP connection, you can also send automated emails — notifications, order confirmations, documents, or entire email sequences — directly from your Flows.
Email deliverability: To ensure your emails are not marked as spam and achieve the highest delivery rate, configure domain authentication (SPF, DKIM, and DMARC) in your sending domain’s DNS manager before using it in a production environment.

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Step 1: Get SMTP Credentials from Your Provider

Depending on the email service provider you use, you will need the following basic information to connect with ChatbotX:
  • SMTP Host/Server
  • SMTP Port — usually 465 for SSL or 587 for TLS
  • SMTP Username — usually your email address
  • SMTP Password — an App Password or API Key, not your main account login password
Expand your email provider below to see how to obtain the correct credentials.
1

Enable 2-Step Verification

Log in to your Google account, go to the Security section, and make sure you have turned on 2-Step Verification.
2

Create an App Password

Still in the Security section, find the App passwords section.
3

Get the password

Enter an app name (for example, ChatbotX SMTP) and click Create. Google will provide you with a 16-letter string. This is your SMTP Password.
4

Connection parameters

  • Host: smtp.gmail.com
  • Port: 465 (SSL) or 587 (TLS)
  • Username: your Gmail address
See the official documentation for more details: Sign in with App Passwords — Google Account Help
1

Access security settings

Log in to your Microsoft account, go to Security → Advanced Security Options.
2

Create an App Password

Ensure Two-step verification is turned on. Then scroll down to the App passwords section and click Create a new app password.
3

Get the password

Save the newly created password. This is your SMTP Password.
4

Connection parameters

  • Host: smtp-mail.outlook.com (or smtp.office365.com for business accounts)
  • Port: 587 (TLS)
  • Username: your Outlook/Office 365 email address
See the official documentation for more details: Manage app passwords — Microsoft Support
1

Create an API Key

Log in to SendGrid, go to Settings → API Keys, and click Create API Key.
2

Assign permissions

Select Restricted Access, grant Mail Send → Full Access, and proceed to create.
3

Get the information

Copy the API Key string starting with SG.. This will be your SMTP Password.
4

Connection parameters

  • Host: smtp.sendgrid.net
  • Port: 465 (SSL) or 587 (TLS)
  • Username: apikey (write exactly apikey, not your email)
See the official documentation for more details: Sending Email with SMTP — Twilio SendGrid Docs
1

Access SMTP Settings

In the AWS console, open the Amazon SES service, and navigate to SMTP Settings.
2

Create SMTP credentials

Click Create My SMTP Credentials. The system will create a new IAM user with permissions to send emails.
3

Get Username and Password

Download or immediately copy the provided SMTP Username and SMTP Password on the final screen.
4

Connection parameters

  • Host: depends on your region, for example email-smtp.us-east-1.amazonaws.com
  • Port: 465 or 587
  • Username: the newly created SMTP Username string
  • Password: the newly created SMTP Password string
See the official documentation for more details: Obtaining SMTP credentials — Amazon SES Developer Guide
1

Access SMTP & API

Log in to Brevo, click on your account name in the top right corner, then select SMTP & API.
2

Generate a new SMTP key

Switch to the SMTP tab, and click Generate a new SMTP key.
3

Get the password

Name the key and copy the newly generated key string.
4

Connection parameters

  • Host: smtp-relay.brevo.com
  • Port: 587
  • Username: your Brevo login email
  • Password: the newly created SMTP key string
See the official documentation for more details: Set up Brevo SMTP — Brevo Help Center

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Step 2: Create an Email Channel

1

Add a new Email channel

In ChatbotX, go to Settings → Channels and click Add SMTP.
2

Choose a Provider

Find and select your email service provider from the dropdown list (for example, Google (Gmail), Outlook, SendGrid, Amazon SES).
3

Enter SMTP connection details

Fill in the SMTP credentials obtained in Step 1:
4

Connect

Click Connect to finish the SMTP configuration setup.

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Step 3: Request Permission (Opt-In) and Collect Customer Email

Before you can send emails to customers via a ChatbotX Flow, you must have two elements: the customer’s email address stored in their profile, and the customer’s explicit consent to receive emails (Email Opt-In).
1

Collect email using Get User Data

Use the Get User Data block in the Flow to ask for the customer’s email address. In the Reply Format section, select the Email format and save the result to an Output Custom Field (for example, an email field).
2

Mark Email Opt-in

After the customer provides their email, create an Action block:
  1. Click the + sign and select Perform Action.
  2. Click the newly created Action block and select Email Actions.
  3. Select Opt In Email.
The Opt In Email status is mandatory. The system will not allow you to send emails to a contact who has not been explicitly opted in.

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Step 4: Set Up Automated Email Sending in Flow

Once customers have agreed to receive emails, you can automatically send emails anywhere in your Flow.
1

Add the Send Mail node

In the Flow workspace, click the + button to open the node menu. Select Send Mail from the list.
2

Choose the sending channel and topic

In the Send Mail configuration panel, choose the SMTP Channel that should send this email. If you have connected more than one SMTP channel, select the sender that matches this Flow.You can also choose a Topic ID. An Email Topic helps you track email performance and run actions based on how contacts interact with your emails.
3

Fill in the email details

Complete the main fields in the Send Mail panel:
  • From — the sender email address. You can use a fixed address or a variable such as {{email}} if your Flow needs a dynamic sender.
  • To — by default, the system sends to the current user’s email (if provided). You can also set it to send internal notification emails to your team.
  • Subject — the subject of the email. You can use variables (for example, {{first_name}}) to personalize the subject.
  • Preheader — the short preview text that appears in many inboxes under the subject line.
4

Compose the email content

Build the email body with the editor inside the Send Mail panel. You can add Heading, Text, Image, Button, Line, Spacing, and Code blocks. Use variables from the contact profile or Custom Fields to personalize the message, such as order details, customer name, or support ticket information.
5

Test and Publish

Click your Flow’s Publish button. Interact with the bot to verify that the system has successfully sent the email to your inbox.

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Manage Email Topics in Flows

Email Topics help you group emails sent from Flows and track how contacts interact with them. Use topics when you want to compare email performance across campaigns, order updates, onboarding messages, or internal notifications. You can manage Email Topics from the Flows menu.
1

Open Flows

In the left sidebar, click Flows.
2

Open Email Topics

In the Flows page, select the Email Topics tab.
3

Add a topic

Click Add to create a new Email Topic.
4

Name the topic

Enter a clear topic name, such as Order confirmation, Welcome email, or Monthly promotion.
5

Create the topic

Click the create button to save the topic. The topic is then available in the Topic ID field inside the Send Mail node.

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Email Topic Statistics

The Email Topics page includes a statistics table for each topic.
When you configure a Send Mail node, you can select an existing topic in Topic ID. If the topic does not exist yet, click Add New next to the field to create it quickly without leaving the Flow editor.

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Troubleshooting

Cause: Incorrect SMTP Username or Password.Solution: Do not use your main login password. Ensure you have created and used a separate App Password or API Key/SMTP Key as instructed in Step 1.
Cause: Incorrect SMTP Port or blocked by a firewall.Solution: Make sure the Port matches the correct encryption standard — Port 465 must use SSL, Port 587 must use TLS. If using Google Workspace, ensure IMAP/SMTP access is not disabled by the administrator.
Cause: The customer has not been granted permission (Email Opt-in) in the system.Solution: Check the Audience data to see if the user has an email address and the Opted-in status. Ensure your Flow has a step passing through the Set Email Opt-In Action before reaching Send Mail.
Solution: Configure DNS records (SPF, DKIM) for the domain displayed in the sending email (From Address). Avoid sending emails that contain too many images without text, or that use “spammy” words in the subject line.