Email

With the email channel, messages to your support address become conversations in the inbox, and your team replies from Commelia.

Set up

Open Project settings → Email and switch on the email channel.

1. Sender: enter the sender name and the support address. Replies are sent from this address through the platform’s mail server, so make sure your domain allows it (SPF/DKIM).
2. Incoming mail (IMAP): enter server, port, username and password of the support mailbox. Use Test IMAP to check the connection. The password is stored encrypted.

Commelia checks the mailbox every minute and turns new emails into conversations.

How it works

• Replies to an earlier email are added to the same conversation (matched via the email’s headers and the conversation number in the subject).
• Emails from your team are sent with your project’s name, logo and color. You can adjust the introduction, closing note and footer under Localization. The footer appears in every email to visitors, for example with your address or website.
• Visitors who leave their email address in the web chat outside opening hours get the team’s reply by email.
• Internal notes are never sent.

Optional AI spam check

Under Project settings → Email → Spam detection, enable Enable AI spam checking and save. It is off by default and requires a configured AI provider, an enabled AI assistant and remaining tenant AI allowance.

Each incoming email (including replies) is checked in a background job. The conversation is visible immediately with a checking notice; replies are paused until the check finishes. Internal notes remain available. The check sends at most 5,000 characters of sender, subject, selected mailbox authentication/spam headers and a body excerpt. Raw MIME and attachments are excluded. Header claims are unverified hints, not proof of SPF/DKIM validity. The project’s prompt privacy settings apply, and checks count towards AI usage. Bounded excerpts in the job queue are removed shortly after completion.

Potential spam stays in the inbox at reduced opacity. Open it to see the brief reason and choose Mark as spam or Not spam. See spam for what marking does. Bots cannot reply while a check is pending or the conversation is flagged. If a check fails (for example, AI is unavailable or the allowance is exhausted), a separate warning asks for human review; manual replies are available, but bots stay paused until Not spam. A review also protects against delayed results for messages already received; later emails are checked again. Spam warnings and reasons are internal and excluded from the visitor and public APIs.