---
title: "Email"
id: "2149"
type: "page"
slug: "mail"
published_at: "2026-10-04T08:29:33+00:00"
modified_at: "2026-10-22T16:38:23+00:00"
url: "https://xedant.com/agents/crm/addons/mail/"
markdown_url: "https://xedant.com/agents/crm/addons/mail.md"
excerpt: "The add-on Email puts company mailboxes inside the CRM: a letter to a customer sits…"
---

# Email

[https://xedant.com/agents/crm/addons/mail/.md](https://xedant.com/agents/crm/addons/mail/.md)

The add-on **Email** puts company mailboxes inside the CRM: a letter to a customer sits next to their deals and requests instead of in a separate mail program. Mailboxes can be personal or shared with a team, replies come from ready-made templates, and what your team sends is never lost.

![Mail add-on, Templates tab: the quick-reply and signature library is empty in the demo - no mailboxes are connected](https://xedant.com/wp-content/uploads/2026/10/crm-agent-addon-mail.png)## Why you need it

When mail lives in employees’ personal inboxes, customer letters are scattered across their computers. When someone leaves, the correspondence leaves with them: what was promised, when the reply went out, how it ended. A shared info@ mailbox usually turns into a dump nobody sorts out, because it is unclear who took a letter and who is responsible for it. And writing every letter from scratch wastes time on every request.

Email brings the company’s correspondence back. A mailbox is connected right inside the CRM, letters appear on the customer’s card and in the shared list of conversations, replies are assembled from templates, and sent letters are not lost. A personal mailbox stays personal, but the company no longer depends on whether one employee remembers what was agreed.

## What it does

- **Three kinds of mailboxes.** Personal — one employee’s correspondence. Group — one mailbox shared by a team, so a letter is never stuck with a colleague who is on holiday. System — a mailbox for robot letters and notifications, so they do not clog the working dialogues. Each mailbox carries a sync interval and the folders to watch: Inbox always, Sent optional (up to 20 folders).
- **It extends the mailbox you already have.** Everything the add-on adds lives in its own extension rows over the mailbox the core already shipped, never in a second mail stack. A fresh install without the Email add-on keeps the plain sync it always had, and a mailbox left unconfigured keeps that walk even with the add-on active — the add-on is an upgrade, not a regression.
- **A clear connection check.** Every mailbox has four checks: receiving mail, sending, a test letter and reading the Sent folder. The result appears in Mailbox health, passwords stay encrypted and are never shown back, and secrets are never printed together with the probe report.
- **Sorting rules for incoming mail.** A rule is a condition plus an action: skip a letter, file it into a folder, send it to trash or create a lead. The first matching rule wins, so the order of the rules is the sorting logic. A mailbox carries up to 50 filters, and they live on the Filters tab of the Mail console — changed without restarting the product.
- **Your own mail does not get in the way.** Correspondence between colleagues (when the sender and every recipient sit on the employee list) is kept off client cards, but honestly counted. Office mail never becomes “talking to a customer”, and the reports stay truthful. The internal-domain rule carries up to 20 domains.
- **Templates, signatures and hints.** Ready replies and signatures are your own data with a usage counter, so you can see which templates work most (up to 200). While you type an address, the product suggests recipients: by the start of the address, by name, by recent correspondents and by people’s roles in deals. A hint is a convenience, not an automatic substitution — the final word is the employee’s.
- **One send path.** A reply, a forward, a letter from scratch, a draft, an attachment — everything leaves through the same path. A letter is written exactly once into the customer’s timeline and exactly once into the shared dialogue, under one key: the letter’s own Message-ID. So the reply chain never breaks, whichever mailbox you answer from, and a letter is never counted twice in the history.
- **Honest refusals before sending.** Before a letter leaves it passes several checks, and every refusal is named in its own words: unknown recipient, an address on the blocklist, a personal-mailbox brake. The send does not “disappear silently” — if a letter did not go out, you see the reason.
- **Scheduled sending.** A letter can be queued for the right moment — write it in the evening, send it in the morning. The planned moment is stored together with its own UTC offset, so “morning” cannot turn into “night” because of a time difference. If the mail server is unavailable, attempts repeat with growing pauses up a bounded ladder; once it is spent the letter stays in the queue with its own reason — a visible dead letter, never “probably sent”. A crashed attempt reconciles from the draft’s own sent record, so nothing leaves twice, and a per-mailbox daily cap keeps the queue from becoming a shadow campaign channel.
- **One workplace.** The Mail console is made of the tabs Accounts, Filters, Templates, Queues and Hints. It only reads: changes are made by agent commands, which can be copied straight from the interface.

## How it relates to other add-ons

Email declares one required add-on — **inbox** — and will not install without it: letters become part of the shared dialogue rather than a separate feed. In practice the order is Inbox first, then Email, and the product will not let you switch [Inbox](/agents/crm/addons/inbox)
 off while Email runs, naming it as the obstacle. If Inbox is switched off, nothing breaks: the mailbox sync keeps journaling correspondence as activities exactly as the core always did, without retro-fitting conversations — installing Inbox later adds conversations for new mail instead of rewriting the old. One more add-on can change a mailbox’s route: [Service](/agents/crm/addons/service)
 can send a mailbox’s intake into tickets instead of conversations. One mailbox picks one route, and a mailbox configured to birth both is refused by name, so the same correspondence never lives in two places.

## Honest limits

- There is no “Sign in with Google or Microsoft” button yet: a mailbox connects with an ordinary password or an app password issued by the mail service. OAuth flows are named deferrals, so nobody waits for a button that does not exist.
- The product does not store mail instead of your mail service: it connects to that service and fetches correspondence, it does not replace the server. A mailbox with no configuration row keeps the plain core walk even with the add-on active — the new behaviour applies only to mailboxes you actually configure.
- The scheduled queue is not infinite. Repeated attempts walk a bounded ladder, and then the letter stays unsent with its own reason. A visible non-send is deliberately better than a letter that “may have gone”.
- The pre-send checks are refusals, not advice: while the recipient is unknown, the address is on the blocklist, or the personal-class brake applies, the letter does not leave until the condition is deliberately changed.
- The queue is not a campaign channel: a per-mailbox daily cap keeps scheduled sending proportionate, and a draft carries up to 50 recipients and 100 KB of body. Beyond that, plan it as a campaign with its own consent gates rather than as correspondence.
- The internal-domain rule is computed from the employee list: when an employee writes to their own work address, the letter never becomes “talking to a customer”. The rule is visible and explainable, not hidden.
- One mailbox picks one route — conversations or tickets — and the choice is refused by name if both are configured. A letter is never counted in two contours.

All add-ons → [Add-ons catalogue](/agents/crm/addons)

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