Email Integration

Most AV support, RFP intake, and manufacturer support threads still happen over email. Connect AVCodex to email and let it triage RFP responses, answer commissioning questions, and run a first pass on client tickets while your humans focus on the truck rolls that actually need them.

Deploy your AVCodex agent as an email responder. Users can email questions and receive AI responses automatically. Useful for an integrator's support inbox, a programmer's "ask the codebase" alias, or a dealer-program intake address.

Note: Email integration requires a Builder plan or higher. It's self-serve. Open Share > Deploy > Email inside your agent to configure it. No approval step is needed.

The fastest way to get started is using AVCodex's shared email infrastructure. No Postmark account needed.

1. Open Email Configuration

Go to your agent and click Share in the navigation. Select the Deploy tab and find the Deploy to Email card. Click Add Deployment.

2. Review Your Email Address

AVCodex automatically generates an email address for your agent using the shared domain. It will look like:

`` yourappname-123@agents.avcodex.com ``

This is both your inbound address (where users send emails) and from address (where responses come from).

3. Set Display Name

Enter a From Display Name, this is what recipients see in their email client (for example, "Acme AV Support" or "RFP Intake Bot").

4. Enable the Deployment

Toggle on Enable Email Deployment at the top of the dialog.

5. Configure Whitelist

By default, whitelist protection is enabled. You must add at least one email address to the whitelist before your agent will respond to anyone.

Click Manage Whitelist to add allowed email addresses.

6. Save Configuration

Click Save Configuration to activate your email deployment.

The whitelist controls who can email your agent.

Adding Emails to Whitelist#

1. In the email configuration dialog, click Manage Whitelist
2. Enter email addresses (one per line or comma-separated)
3. Click Add to Whitelist

You can whitelist:

• Individual emails: lead-tech@example.com
• Domain patterns: @acme-av.com (allows anyone from that domain, useful for internal team rollouts)

Disabling Whitelist#

Warning: Disabling whitelist protection means anyone can email your agent. This may result in increased AI usage costs and potential spam.

To disable whitelist protection:

1. Go to the Whitelist tab
2. Toggle off Email Whitelist Protection

Only disable this if you have other protection measures in place.

Want to use your own email domain like support@yourbrand.com or rfp@yourintegrator.com? You'll need a Postmark account.

1. Create Postmark Account

Sign up at postmarkapp.com and create a server for your email integration.

2. Verify Your Domain

In Postmark: 1. Go to Sender Signatures > Domains 2. Add your domain and verify DNS records

3. Configure MX Records

Set up MX records for your inbound email subdomain to point to: `` inbound.postmarkapp.com ``

4. Get Your API Token

In Postmark, go to your server > API Tokens and copy your Server API Token.

5. Configure in AVCodex

In the email configuration dialog:

1. Change the email addresses to use your custom domain 2. Enter your Postmark Server API Token 3. Save the configuration

6. Set Up Webhook

After saving, go to the Webhook tab in the dialog. Copy the webhook URL and configure it in Postmark:

1. Go to your Postmark server > Message Streams > Inbound 2. In Settings, paste the webhook URL from AVCodex 3. Save and test with a sample email

Response Format#

Your agent responds to emails maintaining conversation context:

• Subject line: Preserved for threading
• Reply format: Clean text response
• Threading: Email clients group conversations automatically

Conversation Memory#

Each email thread maintains context:

• Previous messages are included in AI context
• Users can have ongoing conversations (handy for multi-day RFP threads)
• Context resets after extended inactivity

Client Support#

Handle room support tickets automatically:

System prompt addition:

You are a support agent for Acme AV. When end-clients email:
1. Acknowledge the room and the symptom
2. Walk through the safe-to-try checks (display power, source select, mute states)
3. Escalate to dispatch when the issue is in the rack or beyond a user-fixable scope
4. Include a ticket reference number for the service desk

RFP and Sales Inquiries#

Qualify leads via email:

System prompt addition:

You are a BD assistant for Acme AV. When prospects email:
1. Answer questions about our standard scope (Crestron, Q-SYS, Biamp)
2. Gather room counts, vertical, and target commissioning window
3. Offer to schedule a site walk
4. Collect company info for HubSpot follow-up

Manufacturer Support Threads#

Triage manufacturer threads:

System prompt addition:

You are an engineering assistant. When manufacturer emails arrive
(Crestron TrueBlue, QSC support, Biamp dealer support):
1. Summarize the open ticket and outstanding ask
2. Suggest next test steps based on our control system code
3. Flag the thread to the assigned engineer

View email conversations in your AVCodex dashboard:

1. Go to Chats in your agent
2. Use the Source filter to select Email
3. View full email threads and AI responses

Clear Auto-Replies#

Set expectations in responses:

System prompt addition:

Start each response with a brief acknowledgment like
"Thanks for reaching out, we're on it." and end with "Reply
to this email to continue, or call dispatch at +1-555-0123
for live events and mission-critical rooms."

Set Boundaries#

Prevent misuse:

System prompt addition:

If asked to perform actions outside your scope (like
remotely rebooting a Q-SYS Core or pushing code to a
Crestron processor), politely explain your capabilities
and route the request to the on-call engineer.

Professional Tone#

Maintain email etiquette:

System prompt addition:

Respond professionally with proper email formatting.
Use appropriate greetings and sign-offs. Keep responses
concise but complete. AV pros respect brevity.

Emails Not Being Received#

1. Check whitelist: Ensure sender is on the whitelist (if enabled)
2. Verify deployment is active: Toggle must be on
3. Check spam folder: AI responses may be filtered by recipient
4. For custom domains: Verify Postmark webhook is configured

AI Not Responding to Whitelisted Users#

1. Verify the email address is exactly as whitelisted
2. Check for typos in the whitelist entry
3. Domain patterns must start with @ (e.g., @acme-av.com)

Slow Response Times#

1. Check your AI model, faster models respond quicker
2. Reduce system prompt complexity
3. Complex custom actions may add latency (e.g., scanning every Biamp Tesira file in a project folder)

Threading Issues#

1. Keep subject lines consistent, don't change mid-conversation
2. Use reply, not new email, to continue conversations
3. Some email clients may break threading

Custom Domain Not Working#

1. Verify DNS: Domain must be verified in Postmark with correct DNS records
2. Check MX records: Must point to inbound.postmarkapp.com
3. Test webhook: URL must be accessible and correctly configured
4. Check API token: Ensure token has correct permissions

Does renaming my agent or changing its URL affect email?#

No. Your email inbound address is stored independently of your agent's name or URL slug. Renaming the agent, changing the vanity URL (e.g. your-agent.on.avcodex.com), or connecting a custom domain has no effect on email routing. Inbound messages sent to your configured address will continue to reach the agent.

If you want to change the email address itself (e.g. pick a different local part on the shared agents.avcodex.com domain), open Share > Deploy > Email and update the Inbound Email Address field. The old address stops receiving messages once you save.

You can manage email deployments programmatically using the AVCodex MCP Server.

Available Tools#

Example Prompts#

"Show me the email configuration for my support bot"
"Update the from name to 'Acme AV Support'"
"Is email enabled for my agent?"

Workflow: Email Configuration#

You: Show me the email setup for my support bot

AI: [Calls get_email_deployment]

Email Deployment for Support Bot:
- Status: Enabled
- Email Address: support-123@agents.avcodex.com
- From Name: "Support Team"
- Whitelist: Enabled (12 addresses)
- Last email received: 3 hours ago

You: Change the from name to "Acme AV Support"

AI: [Calls update_email_deployment]
Updated from name to "Acme AV Support". New emails will use
this display name.

Note: MCP server access requires a Builder plan or higher. See the MCP Setup Guide to get started.

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