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The In-call Email skill lets your agent send an email to the user during a live conversation (phone or web). This is useful when a caller asks for something they’d like in writing. Like order status, product details, links, or next steps.
Experimental Feature This skill is currently gated behind Experimental Features.
Enable it first: Experimental Features

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Video: In-call Email (Skill)

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How it works

When In-call Email is enabled:
  • The agent can collect the user’s email address during the call or use an email already available in call context.
  • You can create one or multiple email templates.
  • Each template includes a “When should this email be sent?” instruction.
    • The skill is function-based: the LLM decides when to send an email by matching the conversation to that instruction.
  • During the same call, the agent can send multiple emails if multiple template conditions match.
In-call Email sends messages during the call. (Post-call email is a separate feature.)

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Prerequisites

Before using In-call Email, you need:
  • Experimental Features enabled: Experimental Features
  • An email provider connected in Providers:
    • Gmail
    • Outlook

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Enable In-call Email on an agent

  1. Go to Agents and select your agent.
  2. On the Basic Information tab, find Choose Skills.
  3. Click In-call Email to add the skill.
  4. The Configure In Call Email dialog opens.

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Configure In-call Email

In the Configure In Call Email dialog:
  • Email Provider (required)
    Choose a connected provider (Gmail or Outlook). If it’s not connected yet, connect it in Providers, then return here.
For each email you add, configure:
  • When should this email be sent? (required)
    A short instruction that tells the agent when to send this email.
    Example: “When the user asks for order status.”
  • From Email (required)
    The sender address used for this template.
  • Subject (required)
    The email subject line.
  • Body (required)
    The email content. Supports plain text and HTML.
You can click + Add email to create multiple templates, and Delete Email to remove one. Finish by clicking Save.

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Tips

  • Make triggers specific
    Keep “When should this email be sent?” short and clear (1 sentence works best).
  • Write for copy/paste value
    Use the body to include links, steps, and the exact info customers ask for.
  • Test end-to-end Use a test call and ask for the info you expect to trigger the email, then confirm it arrives.

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Where to go next

  • Turn on access: Experimental Features
  • Configure email providers: Providers (link this to your Providers doc when ready)