With Email Connect 2.0, brands can manage, analyze, and respond to emails from the same Agent Workspace that powers conversations on the world’s most popular messaging channels.
Brands can easily manage email conversations alongside conversations in messaging channels like Apple Messages for Business, WhatsApp, SMS, Facebook Messenger, and Web Messaging, eliminating the need to switch between tools to respond to emails.
Email Connect utilizes the powerful features available with other messaging channels, including Copilot Summarization & Rewrite, predefined content, reporting, and many others.
Why brands should use Email Connect
- Unified Workspace for All Messaging: Manage email and messaging conversations within the same interface, eliminating the need for separate platforms and simplifying workflows for agents.
- Boost Agent Efficiency: Enable agents to handle both email and other messaging channels simultaneously, optimizing resources and enhancing overall productivity.
- Leverage AI: Smart Rewrite and Summarization for faster, brand-consistent replies and instant conversation context.
- Predefined Content for Quick Replies: Utilize predefined email templates to save time and ensure consistent, polished responses, improving agent efficiency.
- Rich Conversation Capabilities: Support sending and receiving email attachments (images, PDFs, Word, and Excel documents) to provide a more visual and efficient communication experience.
- Stability and Scalability: Improve stability, scalability, and support for multiple email providers (Gmail, Microsoft Exchange, IMAP/SMTP), ensuring robust email management.
- Advanced Self-Service Setup: Migrate to Email Connect 2.0 with ease using the intuitive self-service setup flow, providing a smooth onboarding experience.
Brands can set up Email Connect in minutes by connecting to a company email address and uploading simple design elements, such as a header and footer (no tagging is required). Once the email address is set up, test the connection and then begin using Email Connect. Note that passwords are hidden and all your email credentials will be fully encrypted so that only you have access to them.
➡️ Important Notice for Older Versions of Email Connect
If you are using an older version of Email Connect, it is required to migrate to Email Connect 2.0 to continue receiving the best performance and new features. You can easily upgrade by using the self-service option in LivePerson Conversation Cloud.
To migrate: Navigate to Channel Setup. Select Email. Follow the instructions to update to Email Connect 2.0.
This update ensures better stability, scalability, and integration with the latest features. If you no longer require synchronization between Conversation Cloud and your email inbox, please take appropriate action to remove the integration.
Email Connect Setup
Step 1: Connect your email in the Conversational Cloud
Navigate to Manage in the Conversation Cloud. Select Channel Setup from the menu and click on Email Connect.
Step 2: Configure Your Email Inbox
On the dashboard, you will see the Configure button. Click on it to proceed.
Step 3: Connect a New Inbox
Click on Connect New Inbox to begin configuring your email inbox.
Step 4: Choose your provider
Choose your email provider (either Google, Microsoft, or IMAP)
Step 5: Authentication
Click on Connect Email Inbox to proceed to the authentication step. You will be redirected to your provider’s login page, where you will enter your password.
Step 6: Grant Permissions
After logging in, you will be prompted to grant the required permissions for the Conversation Cloud app. Click Accept to authorize.
Step 7: Return to Conversation Cloud
Once you accept the permissions, you will be redirected back to the Conversation Cloud to complete the setup.
Step 8: Email Template Configuration (Optional)
Prerequisites to setting up HTML header and footer
Please see the table at the bottom of the article for a list of allowed HTML elements and attributes. Every header and footer provided to Email Connect during the onboarding process is subjected to a security check. Deviating from this list could yield HTML that might be rejected by the Email Connect Setup.
You can now configure your email template. Upload your Email Footer and Email Header to customize your email appearance. To help you get started, you have the option to download a sample HTML template.
Step 9: Set Up Busy-Response Email (Optional)
Configure a Busy-Response Email that will automatically be sent to incoming inquiries if the conversation is already open.
Step 10: Define Skill Routing Rules
Set up Skill Routing Rules to determine how incoming emails are routed to specific agents or channels based on their content or other criteria.
Step 11: Start receiving and responding to emails in the Conversational Cloud
After completing the setup, click Test Email Inbox to verify the connection. If successful, emails sent to your inbox will automatically create a new conversation in the Agent Workspace. Click next to save your email configuration.
You can test your setup by sending an email from your email account to the email address you connected to in the Conversational Cloud. When the message shows up in the Agent Workspace, you can respond like an agent and see the response in the sender’s email account.
Multiple email addresses
Brands can add an unlimited number of email addresses to Conversational Cloud and even route each email address to a different skill. For example, you can route info@, support@, and sales@ to different skills, allowing specialized bots and agents to handle your email interactions.
Unified Workspace: Email
Reporting
Agent Effectiveness reports are available for all email conversations to brand administrators and agent managers.
Step 1: Open the Analytics Builder
Login to the Conversational Cloud and click the Conversational Cloud Applications menu at the bottom left of your screen. Click on Analytics Builder.
Step 2: Open Advanced Messaging Dashboard
Click on Run Dashboard at the bottom left of the page.
Open Agent Effectiveness| Agent Analysis Report tab and select Email in the Source filter in the left panel.
Email Template - Attributes and elements allowed
Elements | Attributes | Notes |
|---|
HTML | n\a | Required, top-most element |
body | bgcolor, width, style | Required, placed within the HTML element |
table | align, bgcolor, cellpadding, cellspacing, border, height, width, style, color, class | Useful for creating a table in HTML that most email clients honor |
tr | n\a | Used to define a row in a table |
td | style | Used to define a column in a table |
b | n\a | bold |
i | n\a | italic |
center | n\a | centers text in HTML |
div | style | creates a division of sections within HTML |
a | href, target | creates an anchor tag for HTML links |
img | src, width, height, alt, border | Creates an image within HTML (usually placed within a tag |
font | face | specifies the font family |
FAQs
1. Can agents manage emails in the same place as messaging conversations?
Yes. Email Connect 2.0 brings emails into the same Conversational Cloud workspace agents already use - no switching platforms, no new tools to learn.
2. What email providers are supported?
Email Connect supports Gmail, Microsoft Exchange, and IMAP/SMTP, ensuring broad compatibility with most business email systems.
3. Is the setup self-service, or do I need IT involvement?
Setup is self-service. With the onboarding flow, teams can configure email channels quickly and independently.
4. Can agents use AI tools like CoPilot with emails?
Yes. Agents can utilize AI summarization and rewrite suggestions to craft more effective responses more quickly, similar to messaging channels.
5. How does Email Connect handle attachments?
Consumers can send and receive multiple file types—images, PDFs, Word, Excel - right from the email composer. Agent receive them as standard email attachments but they will be able to send the attachments in future release.
6. Can I still use predefined content in email?
Absolutely. Email Connect supports auto-responses and predefined content to streamline replies and keep brand voice consistent.
7. What’s the benefit for customers using email?
Customers can contact support without sharing a phone number, choose their preferred channel, and get consistent, high-quality service via email.
8. Is reporting available for email performance?
Yes. Email performance is tracked in the same analytics tools used for messaging, helping managers monitor productivity and optimize response times.
9. Can brands route and prioritize emails like messaging?
Yes. Brand can route conversations to skills, which will ensure the right agent handles each email, boosting efficiency and reducing resolution time.
10. Does this replace my existing email system?
No, It enhances it. Email Connect works with your existing inboxes and consolidates handling into the Conversational Cloud for a unified experience.
11 When is the release of Email Connect v2.0 expected?
The release of Email Connect v2.0 is expected in June 30, GA
12. Is email considered just another messaging channel in LivePerson’s platform?
Yes. From a LivePerson perspective, email is treated as a messaging channel and is managed alongside other channels (like SMS, WhatsApp, and web messaging) within the Conversational Cloud. This unified approach allows agents to handle email conversations using the same tools and workflows as other digital channels.
13. When will customer-facing bots (Conversation Builder/GenAI bots) be natively supported for email conversations?
Native support for customer-facing bots in email conversations (i.e., using Conversation Builder and GenAI bots out-of-the-box) is targeted for Email Connect 3.0, with general availability planned for Q1 2026.
14. Is the email sent through Email Connect 2.0 encrypted?
Yes. Email Connect 2.0 provides comprehensive encryption both at rest and in transit. This ensures that all emails, including those containing sensitive member information, are protected during transmission and while stored.
15. How are emails sent through Email Connect 2.0, and can I see a demo?
Emails are sent directly from the brand’s configured inbox using the secure integration. If you’d like to see what this process looks like, a demo is available here: Demo Link.
16. Is there a way to confirm what transcripts or emails were sent and to which email addresses?
Yes. All email data, including recipient addresses and full conversation transcripts, are stored within the Conversations module. Brands can review this information at any time in the platform or by checking the sent folder of their configured inbox.
17. How is the recipient’s email address determined for outgoing emails?
Emails are sent to the consumer and any CC’d recipients who initiated the conversation with the brand. Currently, adding or removing recipients is not supported; emails are sent only to those who initiated the interaction.
18. What measures are in place to protect member information in emails?
In addition to encryption, LivePerson’s platform ensures all email content and attachments are securely handled. Access controls, audit trails, and compliance features help further protect sensitive member data throughout the email lifecycle.