Skip to main content
By default, email from Boom is one-way: a customer’s reply goes to whatever Reply-To address your template uses, outside Boom. With email replies on, replies come back into the same conversation in Boom’s inbox, threaded with the email they answer, and your team (or the agent, as a draft) can answer from there.
Email replies are opt in. They’re available on request: ask Boom and we turn them on for your workspace, then connect a mailbox in Settings → Email → Inbound.

​
Connect your mailbox

  1. Open Settings → Email → Inbound and click Connect inbound email. Only people who can change settings see the button.
  2. Boom gives your organization its own address, for example acme-k7q2x9@reply.useboom.ai. Copy it.
  3. Choose which sender replies go out from. Replies are sent from your verified email domain, never from Boom’s.
From now on, every email Boom sends for you carries a private reply address, so a customer who hits Reply lands back in the right conversation. A template that sets its own Reply-To keeps it.

​
Forward your support address (optional)

If customers already write to an address like support@acme.com, forward it to your Boom address so those emails reach Boom too, and still arrive in your own inbox. Enter that address under Forwarding from on the same screen; the Inbound tab shows step-by-step instructions for each provider.
  1. In Gmail, open Settings → See all settings → Forwarding and POP/IMAP and click Add a forwarding address. Paste your Boom address.
  2. Gmail emails a confirmation link to that address. It arrives in Boom, not in your inbox: open Settings → Email → Inbound, where an admin sees Open confirmation link. Click it to approve the forward.
  3. Leave “Forward a copy of incoming mail” off if you only want some email in Boom, and instead create a filter (for example on the To: address) with Forward it to your Boom address.
  4. Also tick Never send it to Spam on that filter. Gmail does not forward mail it puts in spam, so a customer’s email could otherwise stop before reaching Boom.
Boom confirms the forward with its daily check email (below): once one comes back through it, the screen shows that forwarding is working, and replies to your emails use your own address (for example support@acme.com) as the Reply-To, so they reach your inbox and Boom. If you forward with a filter, make sure the filter also matches the check email, or Boom keeps using its private reply address.

​
Daily forwarding check

A forward can stop working without anyone noticing: an admin changes a policy, a rule is deleted, or a spam filter catches it. Boom sends a short check email to your forwarded address once a day, titled Boom forwarding check; you can filter it out of your inbox. As soon as one check doesn’t come back, replies to your emails switch back to Boom’s private reply address, so no reply is lost while the forward is broken. If two checks in a row don’t come back:
  • the mailbox shows Forwarding stopped in Settings → Email → Inbound, and
  • your organization’s admins get one email about it.
When a check comes back again, everything returns to normal on its own.

​
What the agent does with email

The agent never sends an email by itself. For a customer’s email it writes a draft in the conversation, and someone on your team clicks Approve, Edit or Discard. Approved replies go out as one email in the same thread, with a short line saying the reply was drafted with AI assistance. The agent does not answer automatic replies (out-of-office, bounces, mailing lists), and it does not reply to Gmail’s forwarding confirmation.

​
Unverified senders

Anyone can type any address into the From line of an email. Boom checks each email’s sender (SPF, DKIM and DMARC) and marks those it cannot confirm as Unverified sender in the inbox. For those emails the agent will not share account details and cannot use tools that read customer data, so a forged email can’t get information out of it. Your team can still read and answer them.

​
Attachments

PDFs, images, Word, Excel and PowerPoint files, and plain text or CSV files appear on the email in the inbox, and the text of PDFs is available to your team. Archives, programs, HTML and SVG files are not stored; the email lists them as skipped. Email that the receiving service flags as a virus or spam is not delivered to Boom.

​
Journeys

With email replies on, a journey’s Send email step can be followed by Wait for reply or Manage conversation: a customer’s reply to that email wakes the journey, just like a WhatsApp reply.