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Email domains let your workspace send and receive email through addresses connected to Thoughtly agents. Use them for confirmations, follow-ups, longer-form customer replies, and omnichannel workflows that should continue outside voice or SMS.

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Add a domain

  1. Go to Settings → Email.
  2. Click Add Domain.
  3. Enter the domain you want to send from, such as example.com.
  4. Add the required DNS records at your DNS provider.
  5. Return to Thoughtly and click Verify DNS.

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DNS provider tips

Thoughtly shows records in the format expected by common DNS providers.
DNS verification can take time. Some records appear within minutes, while others may take longer because of DNS propagation and provider caching.

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Domain statuses

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Create email addresses

After a domain is verified, create one or more email addresses and link them to agents. Examples:
  • sales@example.com → inbound sales qualification agent
  • support@example.com → support triage agent
  • appointments@example.com → scheduling agent

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Global vs agent email settings

Workspaces can define global email behavior, while individual agents may override settings for specific workflows. Use agent-level settings when an agent needs unique reply behavior, sender identity, or channel-specific instructions.

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Reply routing

Incoming replies are routed based on the connected email address and conversation context. When an address is linked to an agent, replies can continue through that agent instead of starting a disconnected thread.

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Email prompts

Write email prompts for email. Do not reuse voice scripts without editing. Good email instruction:
Poor email instruction:

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Troubleshooting

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DNS records stay pending

  • Confirm the provider-specific formatting is correct.
  • Check for extra spaces or duplicated domain names.
  • Make sure Cloudflare records are not proxied.
  • Wait for propagation, then try verification again.

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Replies are not reaching the agent

  • Confirm the email address is linked to the correct agent.
  • Check that the domain is active.
  • Verify the reply was sent to a connected address.

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Verification failed

Read the error message, update the DNS records, and click Verify DNS again. Failed domains return to a retryable state so you can fix configuration without creating a new domain.