Why it matters
The Send Email action allows your AI agent to send structured emails during or after a conversation. This is useful for summaries, follow-ups, confirmations, or sharing requested information.
Creating the tool alone is not enough. You must assign the tool to the agent and clearly define in the agent instructions when the email should be sent and what it should contain.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as sending emails, tagging contacts, or updating records.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Send Email Action: An action that sends an email to one or more recipients when executed.
Content Mode: A setting that determines how the subject and body are generated. The two options are Static and Prompt.
Static Content Mode: Sends a fixed subject and body exactly as written. You can manually include variables, but the structure remains predefined.
Prompt Content Mode: Uses AI to generate the subject and body. When Prompt is selected, the content entered into the Subject and Body fields is used as instructions for the AI to generate the final email.
Reply-To Address: The email address that will receive replies. This field is required.
Agent Instructions: The configuration where you define when the agent should trigger the tool and what conditions must be met before sending an email.
Step-by-Step: Create a Send Email Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining when the email will be sent.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the email was sent.
Toggle Speak During Execution if required.
Add execution speech if enabled.
Click Save.
Add the Send Email Action
In the Actions section, click Add Action.
Select Send Email from the Action Type dropdown.
Choose a Content Mode:
Static
Prompt
Configure Recipients
Enter the To email address. This field is required.
You can enter multiple addresses as a comma-separated list.
Optionally enter CC addresses as a comma-separated list.
Optionally enter BCC addresses as a comma-separated list.
Enter a Reply-To email address. This field is required.
If Using Static Content Mode
Enter the Subject exactly as it should appear.
Enter the Body exactly as it should be sent.
Manually insert variables if needed, for example
{{full_name}}.
The email will be sent exactly as written, with variables populated at send time.
If Using Prompt Content Mode
Select Prompt from the Content Mode dropdown.
Enter instructions in the Subject field describing how the AI should generate the subject line.
Enter instructions in the Body field describing what the email should include.
When Prompt is selected, the content inside the Subject and Body fields is used as the prompt provided to the AI. The AI generates the final subject and email body based on those instructions.
Include relevant variables to provide context.
Click Create Action.
The Create Action button will remain disabled if required fields such as To, Reply-To, or Body are empty.
You can add additional actions to the same tool if needed.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Send Email tool to give the agent access.
Update the Agent Instructions to clearly define:
When the email should be sent.
What conditions must be met.
Whether to use static or AI-generated content.
Any required information that must be collected before sending.
You must both assign the tool to the agent and define its trigger logic in the instructions. Without explicit conditions, the agent may not send the email correctly or may send it unintentionally.
Tips and Best Practices
Use Static mode for structured confirmations or fixed templates.
Use Prompt mode when email content should adapt to the conversation.
Be specific and structured when writing prompts.
Always verify required fields before saving.
Test the email flow in a controlled conversation.
Ensure the Reply-To address is monitored.
Troubleshooting
Issue | Possible Cause | Fix |
Create Action button disabled | Required fields missing | Ensure To, Reply-To, and Body fields are completed |
Email not sent | Tool not assigned to agent | Enable the tool in the agent settings |
Subject or body incorrect | Prompt too vague | Refine instructions in Prompt mode |
Variables not rendering | Incorrect variable format | Use correct variable syntax |
Replies not received | Missing or incorrect Reply-To | Update the Reply-To address |