Conversation AI inside ESC Hub has been handling SMS, live chat, Facebook, Instagram, and WhatsApp for a while now. As of this update, email is in the mix too.

When an inbound email lands in your connected inbox, Conversation AI can now read it, process the context - including thread history and contact data - and send a reply automatically. Same intelligence, same personalisation, now working across one of the most-used business communication channels there is.

How it works

Setting it up is straightforward. Head to Conversation AI, open the channel settings, and enable email from the channel dropdown. From there, when an inbound email arrives, the AI takes care of the response based on your configured prompt and rules.

The system keeps full email integrity intact - threading, subject lines, and recipients all carry through correctly. It reads like a normal reply, not an automated one.

Advanced configuration options

There's a dedicated settings layer for email-specific formatting under Conversation AI - Channels - Email - Advanced Settings.

You can choose between plain text responses for clean, no-fuss replies with better deliverability, or use the Design Editor to build a custom email template where you control the layout and styling. If you go the template route, just make sure you include the variable for the AI response in your template - that's where the generated content gets dropped in.

You can also set a salutation style, a sign-off, a signature block, and default CC and BCC recipients for all AI-generated email replies.

Why it matters

A lot of business communication still happens over email - enquiries, follow-ups, support requests. Until now, automating responses to those meant building out separate workflows. With Conversation AI handling email directly, you get consistent, faster responses across every channel your leads and clients use to reach you.

Less manual effort. More covered. All from the same place you're already working.

Log into your ESC Hub account and head to Conversation AI settings to enable the email channel today.