Email Channel
Connect your support inbox so Raya can read, draft, and send email replies on your behalf with configurable auto-response rules.
What It Is
Raya monitors your connected support email inbox around the clock. When a customer sends an email, Raya reads the message, checks your knowledge base and escalation rules, then drafts or sends a reply. You choose whether Raya sends replies automatically or queues drafts for your team to review first.
Setup Steps
Connect your support email in six steps.
- 1
Go to Support > Email
Open the Raya employee settings in the Dashboard and navigate to the Email channel tab.
- 2
Click Connect Inbox
Click "Connect Inbox" and authenticate with your email provider (Google Workspace, Microsoft 365, or IMAP/SMTP).
- 3
Choose addresses to monitor
Select which email addresses Raya should monitor. You can connect multiple inboxes (e.g., support@, help@, info@).
- 4
Configure auto-reply mode
Choose between "Auto-send" (Raya sends replies immediately) or "Draft-only" (Raya drafts replies for human review). You can switch modes at any time.
- 5
Set your escalation policy
Write a custom escalation policy or choose from pre-built templates to tell Raya when to hand conversations to your human team. See the Escalation Policy article for full details.
- 6
Send a test email
Send a test email to the connected inbox and verify Raya's response. Check the conversation log in the Dashboard to confirm everything works.
Email Configuration
Use the table below to fine-tune how Raya handles email conversations.
| Setting | Description | Options / Default |
|---|---|---|
| Connected Inbox | The email address(es) Raya monitors | One or more email addresses |
| Authorization State | Whether the email provider connection is active | Connected, Expired, Disconnected |
| Auto-Reply Mode | Controls whether Raya sends replies or saves drafts | Auto-send (default), Draft-only |
| Escalation Policy | A prompt-based policy that defines when Raya should escalate to a human | Custom prompt or pre-built template |
Email Queue When Paused
If your credit balance reaches zero, Raya stops sending auto-replies. Incoming emails are queued in FIFO (first-in, first-out) order. Once credits are restored (via plan renewal or top-up), Raya processes the queue automatically, starting with the oldest message. No emails are lost during a pause.
Frequently Asked Questions
Can Raya handle email threads with multiple replies?
What happens if my email provider token expires?
Related Articles
Ready to try Raya?
Start free — no credit card required.