Email Channel

How It Works

1. A customer sends an email to your support address (e.g., support@yourbank.com)
2. Resend receives the email and sends a webhook to your Tavio instance
3. Tavio creates a conversation, runs the email through RAG, and generates an AI reply
4. The AI reply is sent back to the customer from your configured From address
5. If escalation triggers fire (keywords, unresolved after N replies), it hands off to your human team

Prerequisites

• A Resend account with a verified domain
• An inbound email address configured in Resend
• Environment variables: RESEND_API_KEY and RESEND_WEBHOOK_SECRET

Setup Steps

1. Sign up at resend.com and verify your domain (e.g., yourbank.com)
2. In Resend dashboard, go to Webhooks and add your inbound webhook URL:

${platformUrl}/api/v1/channels/email/inbound

3. Copy your Resend webhook secret and add it to your environment variables
4. Go to Dashboard → Channels → Email → Configuration
5. Enter your inbound address, from address, and agent settings
6. Configure escalation rules (keywords, threshold, escalation email)
7. Save and send a test email to your inbound address

Agent Reply Flow

Inbound Email (Resend webhook)
  -> Verify webhook signature (HMAC)
  -> Parse email (from, subject, body, attachments)
  -> Check allowed sender domains (if configured)
  -> Check escalation keywords (immediate escalate if matched)
  -> Create/resume conversation
  -> Run through RAG pipeline (knowledge base search)
  -> Generate AI response (max 1000 tokens)
  -> Append email signature
  -> Send reply via Resend
  -> Check escalation threshold (auto-escalate if exceeded)

Escalation Rules

Emails are escalated to your human team when:

• Keyword match — The customer email contains words like "fraud," "urgent," or "speak to human"
• Reply threshold — The conversation exceeds N back-and-forth replies without resolution
• AI signal — The AI response contains [ESCALATE] (automatic detection of complex issues)
• Low confidence — The AI is unsure about its answer

When escalated, the full conversation history is forwarded to your escalation email and an escalation ticket is created in the dashboard.

Security

• All inbound webhooks are verified using HMAC-SHA256 signatures
• PII (account numbers, SSNs, etc.) is automatically scrubbed from AI responses
• Allowed sender domains can restrict who can email your agent
• Email content is sanitized to prevent injection attacks
• All emails are logged and auditable in the dashboard

API Endpoint

# Resend sends this to your server when an email arrives
POST /api/v1/channels/email/inbound
Content-Type: application/json
svix-id: msg_xxx
svix-timestamp: 1234567890
svix-signature: v1,base64signature

{
  "type": "email.received",
  "data": {
    "from": "customer@example.com",
    "to": "support@yourbank.com",
    "subject": "Balance inquiry",
    "text": "What is my account balance?",
    "html": "<p>What is my account balance?</p>"
  }
}

Limits