Introduction #
This article covers the Email action, one of several optional actions you can turn on for your Noem.AI chatbot from inside a project (Instructions tab → Tools). Actions let the chatbot do more than reply with text. In this case, notify your team by email when a conversation needs a human. New to Noem.AI chatbots? Start with the AI Chatbot overview first.
The Email function lets your Noem.AI chatbot loop your team in automatically. When a conversation matches a trigger you’ve defined (a user asks to speak to a human, reports a bug, leaves feedback, or asks about pricing), the chatbot sends an email to the right person on your team. This runs on built-in Human Escalation settings and needs no SendGrid setup.
Separately, on plans that include it, the chatbot can also send templated emails directly to users via SendGrid. This guide covers the default Human Escalation setup first, then the optional SendGrid option.
Capabilities #
Turn on any of the four Human Escalation triggers to have the chatbot notify your team automatically:
- Support Email: notify your team when a user asks to talk to a human.
- Bug Report Email: notify your team when a user reports a bug.
- Product Manager Email: send product feedback to your product team.
- Sales Email: notify your sales team about pricing requests or leads.
Each trigger fires on its own, based on the “When to use” description you set for it. No code or developer work required.
Configuration #
1. Turn on Human Escalation #
- Open your bot’s Instructions tab, click Tools, then select Email.
- Toggle on the triggers you want (Support, Bug Report, Product Manager, Sales).
- For each one, fill in Email: one or more recipient addresses, separated by semicolons, and When to use, a short natural-language description of when the chatbot should fire it (e.g., “When the user reports a bug, call this function to escalate to Customer Support.”).
- Save.
Note: these emails go to your team, not the user; the addresses are never exposed in the conversation.
2. Email users directly (SendGrid, higher-plan add-on) #
On plans that include it, the chatbot can also send templated emails straight to users via SendGrid, for example a confirmation or follow-up message. Look for Email users (SendGrid) in the same Email settings dialog; if it’s locked, see the upgrade options linked there. Broadly, this option:
- Uses a Dynamic Template you’ve set up in SendGrid.
- Populates
{{subject}}with a default or user-defined title. - Sends the email using that template and the user’s email context.
This requires the email property to be available in the user context when the thread initializes, for example: { "user": { "email": "[email protected]" } }
Example #
If a user says: “I’d like to give feedback on the new dashboard UI.”
The chatbot matches this to the Product Manager Email trigger (based on its “When to use” description) and emails the configured recipient. No further action needed from the user.
Conclusion #
The Email function’s core job is getting the right person on your team looped in at the right moment. Set up Human Escalation once, and the chatbot handles the rest automatically. No SendGrid required. Emailing users directly via SendGrid is available as an add-on on higher plans.
