E-mail Module¶
The E-mail module sends an email from within the dialog flow. It is used primarily in email AI Agents (Mailbots) to compose and deliver replies or notifications.
Send to¶
The Send to setting determines who receives the email and how it is delivered.
User¶
Sends the email directly to the end user (the contact who initiated the conversation). This is the standard mode for automated replies.
Whisper¶
Instead of sending the email immediately, the module saves the composed message as a draft reply directly into the Daktela ticket. The draft is presented to the live agent as a Recommended action at the top of the ticket's Activities panel.
The live agent can then:
- Send email β approve the draft and send it in one click.
- Edit β open the draft for editing before sending. The activity timer starts only at this point.
- Reject this proposal β discard the draft and dismiss the Recommended action.
Note
While a Recommended action is active, the live agent cannot compose a new reply to the original email β they must first interact with the draft (send, edit, or reject it).
When to use Whisper: Use this mode when you want the AI Agent to prepare a reply but keep a human in the loop before it is sent β for example, for sensitive requests, complex cases, or any situation where you want agent oversight before the customer receives a response.
Redirect¶
Sends the email to a different address than the original conversation contact β for example, to an internal team or a third-party address.
Subject¶
The subject line of the email. Supports $context variables (e.g. RE: {{$ticket_title}}).
Content¶
The body of the email. Click Open editor to compose the message using the rich text editor. Supports $context variables to personalise the content dynamically.