Fini’s Email channel is a Fini-hosted support inbox: you verify a domain or subdomain you own, create addresses on it such as support@help.yourcompany.com, and each address routes inbound email to one Fini agent, with conversations handled in Fini’s native Inbox rather than an external helpdesk. Fini manages the domain and delivery path through Resend. Connect Fini’s native email channel when you want support addresses on your own domain to route directly into Fini, without first connecting an external helpdesk. Fini receives inbound email, threads the conversation in Inbox, lets the assigned agent reply, and hands the conversation to your team when a human takes over.
The Email deploy card appears only for workspaces with native ticketing enabled. Agent replies for this channel use the native Inbox ticket workspace, so the channel is not shown in workspaces that still use the legacy Inbox.

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Before you connect

You’ll need:
  • A domain or subdomain you own, such as help.yourcompany.com.
  • Access to your DNS provider so you can add the verification records Fini returns.
  • At least one agent already created in Fini. If you haven’t created one yet, do that first from Agent home.

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What Fini does with email

Fini uses Resend to manage the email domain and delivery path. After you add and verify a domain, Fini can:
  • Receive inbound email sent to addresses you create on that domain.
  • Route each address to the Fini agent you choose.
  • Reply from the configured address after the reply delay you set.
  • Keep the full email thread in Inbox, including quoted history behind Show full thread when needed.
  • Pause the bot while a human agent owns the conversation, then resume when the session is ended.
Fini stores the domain, verification status, DNS records, addresses, display names, agent mappings, and email reply delay. Domains and addresses are scoped to your workspace.

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Connect Email

Open Deploy -> Email in the dashboard.
1

Add a domain

In Domains, enter a domain or subdomain you own and click Add domain. A dedicated support subdomain is usually safest because the DNS records won’t conflict with your main mailbox.
2

Create the DNS records

Copy the DKIM, SPF, MX, and any other records shown on the page into your DNS provider. The exact records come from Resend and can vary by domain.
3

Wait for verification

Fini checks pending domains automatically while the page is open. You can also click Verify to trigger a verification pass.
4

Create a bot email address

After the domain is verified, create an address such as support@help.yourcompany.com, choose the agent that should answer it, and optionally set a sender display name.
5

Save reply settings

Set Email response delay (seconds) and click Save Changes.

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Configure domains

The Domains card lists every domain connected to the workspace. Each domain has a status:
  • Verified: DNS is correct and addresses can be created.
  • Pending DNS, Not started, or Partially verified: create or fix the DNS records shown on the page.
  • Failed or Temporary failure: Resend could not verify the current DNS state. Check the records and verify again.
You can remove a domain only after removing the email addresses on that domain.

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Configure bot email addresses

The Bot email addresses card appears after at least one domain is verified. Each address has:
  • Address name: the local part before @, for example support.
  • Domain: one of your verified domains.
  • Agent: the Fini agent that answers inbound email sent to this address.
  • Sender name: optional display name, such as Acme Support.
Each address routes to one agent. Create separate addresses when different teams or brands should use different agents.

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Reply settings

Email response delay (seconds) controls how long Fini waits before replying to inbound email. Later emails in the same window are answered together. Set 0 when the agent should reply as soon as it has an answer; use a higher value when you want to leave a short window for additional customer context.

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Verify it’s working

  1. Send a test email to one configured address.
  2. Open Inbox and select the mapped agent.
  3. Confirm the conversation appears with source Email.
  4. Open the conversation and check the AI Steps trace for the agent reply.
If a human replies from the native ticket workspace, Fini marks the conversation as human-owned and pauses the bot until the agent session is ended.

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Common questions

Any domain or subdomain you own and can add DNS records for. A dedicated support subdomain such as help.yourcompany.com is usually safest, because the DKIM, SPF, and MX records Fini shows won’t conflict with your main mailbox. Addresses can only be created on domains with status Verified.
Yes. The Domains card lists every domain connected to the workspace, and you can create several bot email addresses across your verified domains. Each address routes to exactly one agent, so create separate addresses when different teams or brands should use different agents. To remove a domain, remove its addresses first.
Each address’s Agent setting decides which Fini agent answers. When the agent escalates, the conversation becomes a native ticket in Inbox, and Agent groups route it to a human team by tag, availability, and workload. When a human replies from the native ticket workspace, Fini marks the conversation as human-owned and pauses the bot until the agent session is ended.
To confirm (internal, remove before publish): This page says the bot resumes “when the session is ended”, while Inbox says unassigning a teammate does not return a conversation to Fini and the ticket workspace has no return-to-Fini control. How does a teammate end the session so Fini resumes on a native email ticket?
With native Email, Fini owns the inbox: conversations live in Fini’s Inbox, and your team replies and adds internal notes there. When you connect a helpdesk such as Zendesk, Front, Gorgias, HubSpot, or Salesforce instead, tickets stay in the helpdesk, Fini replies inside it, and the conversation is a read-only mirror in Inbox, so replies happen in the helpdesk. See Fini on top of your helpdesk.
Usually not. If your support mail already lands in Microsoft 365 shared mailboxes, connect Microsoft 365 instead: a tenant administrator grants consent once, you add up to 50 shared mailboxes, choose monitored folders, and route each mailbox to an agent. Fini then answers from the existing mailbox, with no new domain to verify.
The Email deploy card appears only in workspaces with native ticketing enabled, because replies on this channel use the native Inbox ticket workspace. Workspaces still on the legacy Inbox don’t show it.
Yes. Email response delay (seconds) sets the wait before Fini replies, and later emails in the same window are answered together. 0 replies as soon as the agent has an answer.

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Troubleshooting

The domain is stuck on Pending DNS. DNS propagation can take time. Confirm the record type, host, value, and priority match the values shown in Fini. If you used your root domain, check that the records do not conflict with your existing mail setup. The address form is disabled. Verify a domain first. Fini only lets you create addresses on domains that have passed verification. The wrong agent is answering. Check the address row in Bot email addresses and recreate the address with the intended agent if needed. The agent is not replying. Check that the address is mapped, the target agent is enabled, the reply delay is not much higher than expected, and no Reply Behavior rule is suppressing public replies for the email channel.

Inbox

Review native email conversations, reply as a human agent, add internal notes, and inspect AI Steps.

Reply Behavior

Decide when the agent replies publicly, leaves an internal note, or stays silent.