How to Set Up Side Conversation Email in Konvo

Give your AI a dedicated email address for reaching out to third parties — like warehouses or 3PLs — during customer conversations.

Side Conversation Email is a Konvo-provided email address your AI uses when it needs to contact an external party as part of resolving a customer issue. For example: a customer asks about a missing delivery, your AI emails your 3PL to check the shipment status, then continues the customer conversation once it gets a reply. The entire exchange happens automatically, without involving your team.

What Side Conversation Email Does

Gives your AI a dedicated @sc.konvo.com address for outbound emails to third parties
Enables Side Conversation steps in your AI Processes
Keeps AI-initiated external emails separate from your main customer-facing inbox
Lets external parties reply directly to the AI so it can continue the conversation

What You'll Need

A handle for your email address (the part before @sc.konvo.com)
Any external parties you’ll be emailing should be informed so they can whitelist the @sc.konvo.com domain

Setting Up Your Address

Step 1: Create your handle

Go to Settings → Integrations → Channels → Side Conversation Email. Choose a handle for your address — this becomes [email protected].

📸 [Image: Screenshot of Side Conversation Email configuration showing handle field]

Step 2: Choose a good handle

Pick something that will make sense to the external parties receiving your AI’s emails:

Company name — e.g. [email protected] — ideal if you want recipients to immediately recognize the sender
Function name — e.g. [email protected] or [email protected] — good for anonymity or multi-brand setups
Avoid personal names — the AI is sending these emails, not a specific person

💡 Tip: Inform your 3PL, warehouse, or other partners about this email address before you go live. If they receive an email from [email protected] and don’t recognize it, they might mark it as spam — which would break the entire Side Conversation flow.

Step 3: Your address is ready

Once created, your Side Conversation Email address is automatically available in any Process you set up with a Side Conversation step. You don’t need to re-enter it — it’s already linked to your account.

📸 [Image: Screenshot showing Side Conversation Email address displayed in a Process configuration]

What Gets Synced

Side Conversation Email is a two-way channel. Outbound emails from your AI go out via the @sc.konvo.com domain. Replies from external parties come back to the same address and are delivered to your AI, which picks up the conversation exactly where it left off.

What makes this powerful is that your AI can gather information from any third party — within a live customer conversation — without your team having to make a single phone call or send a single manual email.

What Your AI Can Do

Email warehouses, 3PLs, or other third parties during a customer conversation
Wait for a reply and use the response to resolve the customer’s issue
Handle back-and-forth with external parties automatically
Keep the customer updated throughout the process

Managing Your Integration

Change your handle — Go back to Settings → Integrations → Channels → Side Conversation Email to update your handle. Note: changing your handle changes your address, so inform any external parties who have whitelisted the old one.

Use in Processes — Set up Side Conversation steps in Processes (article 2.4). Your Side Conversation Email address will appear automatically in the configuration.

✅ Done! Your AI now has a dedicated email address for side conversations — configure how it uses it in Processes (article 2.4).