Help Center
Home AI AI Receptionist

Configuring live email messages

Valid for AI Receptionist.

Your AI Receptionist can send emails to your customers right in the middle of a chat or call. By setting up a few basic rules, you can make sure your assistant only shares approved information, like property listings or price sheets, the moment a customer asks for it. This article walks you through setting up live email messaging during conversations with customers.

Why use live emails?

Allowing your AI Receptionist to send emails during a conversation helps you share detailed information effortlessly:

  • Instant delivery: Customers get links or documents immediately while still on the phone or chat.
  • Total control: The AI can only send the specific email templates you approve in advance.
  • Seamless experience: The system handles the sending automatically without interrupting the flow of the conversation.

Adjusting your email settings

To get started, you will need to update three main settings.

Navigating to the AI Receptionist settings:

  • Log in to your IONOS account.
  • Click on Menu > AI Receptionist in the title bar. The AI Agent Portal opens.
  • Click on Customer Portal under Actions for the desired receptionist. The Dashboard opens.
  • Click on Settings from the left-side menu.

From here you can search for the attributes that you need to configure in the following steps using the search field at the top (Search by idn, title, group).

Turn the feature on

First, you need to give the AI permission to communicate this way.

  • Search for the setting project_attributes_setting_email_send_information_enabled using the search field at the top. The Email to User During Session - Enabled setting appears.
  • Change this to True to let the AI send emails during an active chat. (Changing it to False turns the feature off completely).

Write your email templates

Next, draft the actual emails the AI is allowed to distribute.

  • Search for the setting project_attributes_setting_email_send_information_allowed_content using the search field at the top. The Email Allowed Content setting appears.
  • Type out your emails using a specific layout. You must include a title, the subject line, the main message, and a footer.

Format structure:

# [Your Title Here]
Email subject:
---
[Your subject line]
---
Email body:
---
[Your main message]
---
Add the following email footer to each email body:
---
[Your sign-off or footer]
---

Tell the AI when to use the templates

Finally, list the names of the emails you just created so the AI knows they are available to use.

  • Search for the setting project_attributes_setting_email_send_information_allowed_content_items in the search field at the top. The Email Allowed Content Items setting appears.
  • Type the exact titles you used in step 2 (for example, "Property Links" or "Pricing Sheet").
  • Click on Save & Publish All Changes in the top right corner.

Note

The names in your list must match your template titles exactly. If the names do not match perfectly, the AI will not be able to find the right template, and the customer will not receive their message.

How the emails get sent

You do not need to build any complex background workflows to make this work.

Once a customer asks for something on your approved list, the AI will naturally reply with a phrase like, "I will email that to you right now." Because the AI used the word "email" and recognized a matching topic, the system instantly fires off the correct message behind the scenes.

Having the AI offer emails without being asked

Normally, the AI waits for the customer to request an item. However, you can also train your AI to proactively offer an email on its own.

To do this, add a simple rule to the AI's main script or personality instructions.

Example instruction:

Before saying goodbye, tell the caller you will email them a summary of their new workout plan.

When the AI follows this rule and verbally commits to sending the message, the system automatically triggers the delivery—provided you have a matching template saved in your settings.

You can find more information on adjusting your AI Receptionist’s instructions in the article “Managing conversational flows using widgets”.

Content