Email Channel

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Overview

The email channel turns HaloAgents into a full shared inbox. Customer emails become tickets, agent replies go out as professional threaded emails, and AI agents can respond automatically. Every HaloAgents workspace comes with a ready-to-use email address on the haloagents-mail.com domain. You can also connect your own custom domain so emails appear to come from your brand.

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How it works

1. Inbound — Emails sent to your inbound address (or forwarded from your own support address) are received by HaloAgents via Mailgun webhooks and automatically create tickets.
2. Outbound — When an agent (or AI agent) replies to a ticket, the reply is sent as a real email through Mailgun with proper threading headers so the customer sees a clean conversation.
3. Threading — Every outbound email includes In-Reply-To and References headers, plus a unique Reply-To address with a conversation tag (+conv-{id}). This ensures replies always route back to the correct ticket.

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Default shared domain

Out of the box, your emails are sent from and received at haloagents-mail.com:

• From: Support from YourCompany <[email protected]>
• Reply-To: Support from YourCompany <[email protected]>

This works immediately with no DNS configuration required.

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Custom domain

For a more professional appearance, you can verify your own domain so emails come from your brand:

• From: Matt from YourCompany <[email protected]>
• Reply-To: Matt from YourCompany <[email protected]>

The Reply-To always goes through haloagents-mail.com to ensure replies route back to Halo. See Custom Sending Domain for setup instructions.

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Features

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Next steps