> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# In-call Email (Skill)

> Let your agent send emails to the caller during a live phone call or web conversation.

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](/product/features/experimental-features)**

***

## Video: In-call Email (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/F1fn_k4_ewM" title="Video: In-call Email (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## 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.)

***

## Prerequisites

Before using In-call Email, you need:

* **Experimental Features** enabled: **[Experimental Features](/product/features/experimental-features)**
* An email provider connected in **Providers**:
  * **Gmail**
  * **Outlook**

***

## 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.

***

## 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**.

***

## 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.

***

## Where to go next

* Turn on access: **[Experimental Features](/product/features/experimental-features)**
* Configure email providers: **Providers** (link this to your Providers doc when ready)