How It Works
The customer sees replies from your business email address in their normal inbox (Gmail, Outlook, Apple Mail, etc). They reply as they would to any email. The conversation continues naturally.Setup
1
Go to AI Config
Navigate to AI Config in the sidebar, or go to app.closethecall.com/ai-config.
2
Find the AI Email Replies card
Scroll to the AI Email Replies section.
3
Toggle it ON
Flip the switch to enable AI email replies.
4
Copy your AI email address
Your unique address is auto-generated:
enquiries@yourslug.closethecall.com. Copy it.5
Put it on your website
Add this email address to your website’s contact page, footer, or “Email Us” button. Customers who email it will get AI-powered replies.
The Settings Card
What the AI Can Do via Email
The AI uses the same capabilities as phone and text:Safety Features
AI email replies include multiple safeguards to prevent spam, loops, and unwanted behaviour.Anti-Spam Filters
The AI ignores emails from:- noreply@ addresses
- Newsletter senders and mailing lists
- Auto-reply and out-of-office messages
- Bounce notifications and delivery status messages
- Addresses flagged as spam by the email provider
Anti-Loop Protection
Email loops (where two auto-responders keep replying to each other) are prevented by three mechanisms:Escalation
If the AI cannot confidently answer an email, it escalates to you rather than sending a bad reply. You receive:- An SMS alert: “Customer email needs your attention”
- An email with a link to the conversation in your dashboard
Where Customers See Replies
Replies come from your business email address and land in the customer’s normal inbox. There is nothing special about the experience from the customer’s perspective — it looks and feels like emailing a real person.- Gmail users see it in their inbox
- Outlook users see it in their inbox
- Apple Mail users see it in their inbox
- Thread grouping works normally (replies stay in the same thread)
Where You See Conversations
All email conversations appear in your Conversations page alongside SMS, WhatsApp, and Web Chat. Filter by Email to see only email threads. You can:- Read the full thread
- Take over and reply manually (human takeover)
- Escalate to a team member
- View the customer’s lead profile in the right panel
Can I use my own domain email instead of closethecall.com?
Can I use my own domain email instead of closethecall.com?
Not yet. The AI email address uses the
closethecall.com domain. Custom domain support is on the roadmap.Does the AI reply to every email?
Does the AI reply to every email?
No. It skips auto-replies, newsletters, noreply addresses, and spam. It also respects rate limits (1 reply per sender per hour, 3 per thread) to prevent loops.
What if I want to reply to an email myself?
What if I want to reply to an email myself?
Open the conversation in your dashboard and type your reply. This triggers human takeover — the AI pauses auto-replies for that thread. Click Resume AI when you’re done.
Do email conversations create leads?
Do email conversations create leads?
Yes. If the customer provides their name, phone, or describes a service they need, a lead is created automatically — just like with phone calls and SMS.