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.Documentation Index
Fetch the complete documentation index at: https://docs.thoughtly.com/llms.txt
Use this file to discover all available pages before exploring further.
Add a domain
- Go to Settings → Email Domains.
- Click Add Domain.
- Enter the domain you want to send from, such as
example.com. - Add the required DNS records at your DNS provider.
- Return to Thoughtly and click Verify DNS.
DNS provider tips
Thoughtly shows records in the format expected by common DNS providers.| Provider | Tip |
|---|---|
| Cloudflare | Set email-related MX and CNAME records to DNS only. Do not proxy them. |
| Namecheap | Use Custom MX for MX records. Enter only the host prefix when Namecheap appends your domain automatically. |
| GoDaddy | Use @ for the root domain and only the prefix for subdomains when GoDaddy appends your domain. |
| Route 53 | Use fully qualified record names with a trailing dot where required. |
| Other | Use the full record name and value shown in Thoughtly. |
DNS verification can take time. Some records appear within minutes, while others may take longer because of DNS propagation and provider caching.
Domain statuses
| Status | Meaning |
|---|---|
| Pending | DNS records have not been verified yet or are still propagating. |
| Verifying | Thoughtly is checking the DNS records. |
| Active | The domain is verified and ready to send. |
| Failed | Verification failed. Review the error, update DNS, and try again. |
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 agentsupport@example.com→ support triage agentappointments@example.com→ scheduling agent
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.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.Email prompts
Write email prompts for email. Do not reuse voice scripts without editing. Good email instruction:Troubleshooting
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.
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.