Implementation method
After activating email in your AI Agent and setting up handoffs, and testing your email setup to ensure it’s working properly, you can implement email so your AI Agent can start addressing your customer inquiries.
Your AI Agent can currently only respond on behalf of one email address. Your AI Agent’s email address should be different from the support email address used by your Human Agent team to prevent the forwarding of conversations in flight with your human team to your AI Agent.
Forward your support emails to Ada
There are two main ways to forward your email support inquiries to your email AI Agent:
- Direct email: As soon as a customer sends an email to your company’s support email address, forward it to your AI Agent.
- Via API: Use Ada’s Email API to send inquiries to your AI Agent for automated email resolution. This can be useful for use cases like:
- When your customers fill out an existing form hosted on your website. You can do this with various types of forms, like Zendesk ticket or Salesforce contact forms.
- Submitting your support ticket backlog to your AI Agent
- Other systems customers can use to start email conversations.
You can use one or a combination of implementation methods to create your ideal email automation support flow. In this section, we’ll provide you with some example implementation options as a starting point.
Direct email
With this method of implementation, customers will send inquiries to your support email, inquiries will be forwarded to your AI Agent, and your AI Agent will respond from your support email address.

Send emails to your AI Agent via Email API
The Email API allows you to send support inquiries from sources like ticket backlogs, or contact form submissions to Ada for automation. Upon receiving these inquiries, your AI Agent will reply to end users directly in their inbox to continue the conversation and drive resolution autonomously.

Review the benefits and Considerations of the Email API below to determine if this is the right method of email implementation for you.
For more details, refer to the Email API documentation.
Implementation examples
Hybrid Implementation: Direct email + Email API
You can use both direct email and Email API implementation methods to automate inquiries on all fronts, expanding your AI Agent’s scope of responsibility.
Agent platform tickets
If you use any alternate methods to create tickets in your agent platform (outside of contact forms or direct emails), you can use the Email API to route tickets from your Agent platform to your AI Agent.
Implementation notes
- Regardless of a conversation’s implementation method (direct email, contact forms, agent platform tickets), you can view conversation transcripts in the Conversations section of the Ada dashboard.
- However, if a conversation happens in an email thread, that conversation won’t appear in your agent platform, unless a handoff with a transcript occurs.
- If a conversation starts with your agent platform and later gets handed off, the handoff doesn’t update the original ticket.
- Ada has a Zendesk Conversation Solution sync available if you need to sync contained conversations that your AI Agent was able to handle without handoff back into Zendesk. Contact your Ada team to learn more.