Send Email Tool

The AGO Send Email Tool enables agents to send emails during conversations using AWS Simple Email Service (SES).

Overview

Tool Name: ago_send_email This tool allows agents to send emails to users, enabling workflows like sending confirmation emails, documentation, follow-up information, or automated notifications.

Key Features

HTML and plain text email support
Template-based emails with variables
Attachment handling
Dynamic content with Jinja2 templates
Integration with AWS SES
Trigger-based automation support

Prerequisites

AWS SES Requirements

Before using the Send Email tool, you must:

Create an AWS account with SES access
Verify sender identity (email address or domain)
Move out of sandbox for production use
Create IAM credentials with SES permissions

AWS Setup

You need an AWS account with SES (Simple Email Service) configured. Refer to the AWS SES documentation for:

Creating an IAM user with ses:SendEmail and ses:SendRawEmail permissions
Verifying a sender identity (domain or email address)
Moving out of the SES sandbox for production use

AGO Configuration

Configure via Admin Interface

Navigate to Settings → Email Configuration
Enter your AWS credentials:
- AWS Access Key ID
- AWS Secret Access Key
- AWS Region (e.g., eu-central-1)
Configure email addresses:
- From Address (must be verified in SES)
- Reply-To Address (optional)
Enable email sending
Save changes

Configuration Fields

Setting	Required	Description
AWS Access Key ID	Yes	IAM access key with SES permissions
AWS Secret Access Key	Yes	IAM secret key (stored encrypted)
AWS Region	Yes	AWS region for SES (e.g., `eu-central-1`)
From Address	Yes	Verified sender email address
Reply-To Address	No	Reply-to email address
Email Domain	No	Domain for email construction
Enable Email	Yes	Toggle email sending on or off

Tool Configuration

Create Email Tool for Agent

Navigate to AI Studio → Tools
Click Create Tool
Select Send Email as the tool type
Configure the tool settings:
- Name: Internal identifier (e.g., “send_customer_email”)
- Display Name: User-facing name (e.g., “Send Email”)
- Description: What the tool does
- Prompt: When the agent should use this tool
Define the Input Schema with required fields:
- to_email: Email address to send to
- subject: Email subject line
- body: Email body content (HTML supported)
Click Save

Assign to Agent

Navigate to AI Studio → Agents
Select the agent you want to configure
Go to the Tools tab
Add the Send Email tool to the agent’s tool list
Click Save

Input Schema

Standard Fields

Field	Type	Required	Description
to_email	string	Yes	Recipient email address
subject	string	Yes	Email subject line
body	string	Yes	Email body (HTML or plain text)
html_body	string	No	HTML version of the email body
cc	string	No	CC recipients (comma-separated email addresses)
bcc	string	No	BCC recipients (comma-separated email addresses)

Extended Schema Example

For more complex email workflows, add additional input fields:

Field	Type	Description
to_email	str	Customer email address
recipient_name	str	Customer name for personalization
subject	str	Email subject
body	str	Email body content
email_type	enum	Type of email (confirmation, follow_up, documentation)

Email Templates

HTML Template Example

<!DOCTYPE html>
<html>
<head>
  <style>
    .container { max-width: 600px; margin: 0 auto; font-family: Arial, sans-serif; }
    .header { background: #0069ED; color: white; padding: 20px; text-align: center; }
    .content { padding: 20px; background: #f9f9f9; }
    .footer { padding: 15px; text-align: center; font-size: 12px; color: #666; }
    .button { background: #0069ED; color: white; padding: 12px 24px; text-decoration: none; border-radius: 4px; }
  </style>
</head>
<body>
  <div class="container">
    <div class="header">
      <h1>{{ company_name }}</h1>
    </div>
    <div class="content">
      <p>Hello {{ recipient_name }},</p>
      <p>{{ message_content }}</p>
      <p><a href="{{ action_url }}" class="button">{{ action_text }}</a></p>
    </div>
    <div class="footer">
      <p>{{ company_name }} | {{ company_address }}</p>
      <p><a href="{{ unsubscribe_url }}">Unsubscribe</a></p>
    </div>
  </div>
</body>
</html>

Template Variables

Variable	Source	Description
`{{ recipient_name }}`	User profile or input	Recipient’s name
`{{ recipient_email }}`	User profile or input	Recipient’s email
`{{ company_name }}`	Configuration	Your company name
`{{ message_content }}`	Tool input	Dynamic content
`{{ sender_name }}`	Agent	Sending agent name
`{{ conversation_id }}`	Thread	Reference number

Usage in Conversations

Example Flow

User: Can you send me the installation guide?

Agent: I'll send that to you right away. What email address
       should I send it to?

User: john@example.com

Agent: [Calls send_email tool with:
        - to_email: john@example.com
        - subject: "Your Installation Guide"
        - body: "<p>Here's the installation guide you requested...</p>"]

Agent: Done! I've sent the installation guide to john@example.com.
       Please check your inbox (and spam folder if you don't see it).

Best Practices for Agents

Include in the agent’s prompt:

## Email Tool Usage

When sending emails:
1. Always confirm the email address before sending
2. Provide a clear subject line
3. Include relevant information in the body
4. Inform the user that the email was sent
5. Suggest checking spam folder if not received

Do NOT:
- Send unsolicited emails
- Include sensitive information without user consent
- Send multiple emails for the same request

Trigger-Based Emails

Send automated emails based on events using triggers.

Creating Email Triggers

Navigate to the Triggers configuration
Click Create Trigger
Select a trigger event (e.g., “Ticket Created”)
Add a Send Email action
Configure the email:
- To: Use template variables like {{ user.email }}
- Subject: Include dynamic data like Your support ticket #{{ ticket.id }} has been created
- Template: Select an email template
Enable the trigger and click Save

Available Trigger Events

Event	Use Case
`ticket_created`	Confirmation email to user
`ticket_status_changed`	Status update notification
`thread_completed`	Follow-up survey email
`satisfaction_feedback_received`	Thank you email

Deliverability Best Practices

DNS Configuration

Configure these records for better deliverability:

Record	Purpose
SPF	Authorize SES to send on your behalf
DKIM	Email authentication signatures
DMARC	Policy for handling authentication failures

SPF Record Example

v=spf1 include:amazonses.com ~all

Content Guidelines

Clear subject lines: Be specific about email purpose
Professional formatting: Use consistent branding
Mobile-friendly: Design for mobile viewing
Unsubscribe option: Include for marketing emails
Avoid spam triggers: No excessive caps, punctuation, or spam words

Troubleshooting

Issue: Emails not sending

Problem: Tool executes but email never arrives.Solutions:

Verify email sending is enabled in configuration
Check AWS credentials are correct
Verify sender address is verified in SES
Check SES sending statistics for errors
Review AWS CloudWatch logs

Issue: Emails going to spam

Problem: Emails arrive in spam folder.Solutions:

Configure SPF record for your domain
Set up DKIM signing in SES
Consider DMARC policy
Use consistent “From” address
Avoid spam trigger words

Issue: SES sandbox limitations

Problem: Can only send to verified addresses.Solutions:

Request production access from AWS
Verify recipient addresses for testing
Use SES simulator for development

Issue: Rate limit errors

Problem: Receiving throttling errors from SES.Solutions:

Request sending limit increase from AWS
Implement exponential backoff
Queue emails for batch sending
Monitor sending rate

Issue: AWS credential errors

Problem: Authentication failures with SES.Solutions:

Verify access key and secret
Check IAM permissions
Ensure region matches SES setup
Regenerate credentials if needed

API Reference

Test Email Configuration

To test your email configuration, use the Test Email button in Settings → Email Configuration. For programmatic access, see:

Public API v1 Reference - Tool management and configuration

Tools Description Guide - Best practices for tool descriptions
Tools Overview - Tool configuration
Ticket Triggers - Event-based automation
Agents - Agent configuration

AI Studio

Knowledge

Analytics

Channels

Ticketing

Administration

Overview

Key Features

Prerequisites

AWS SES Requirements

AWS Setup

AGO Configuration

Configure via Admin Interface

Configuration Fields

Tool Configuration

Create Email Tool for Agent

Assign to Agent

Input Schema

Standard Fields

Extended Schema Example

Email Templates

HTML Template Example

Template Variables

Usage in Conversations

Example Flow

Best Practices for Agents

Trigger-Based Emails

Creating Email Triggers

Available Trigger Events

Deliverability Best Practices

DNS Configuration

SPF Record Example

Content Guidelines

Troubleshooting

API Reference

Test Email Configuration

​Overview

​Key Features

​Prerequisites

​AWS SES Requirements

​AWS Setup

​AGO Configuration

​Configure via Admin Interface

​Configuration Fields

​Tool Configuration

​Create Email Tool for Agent

​Assign to Agent

​Input Schema

​Standard Fields

​Extended Schema Example

​Email Templates

​HTML Template Example

​Template Variables

​Usage in Conversations

​Example Flow

​Best Practices for Agents

​Trigger-Based Emails

​Creating Email Triggers

​Available Trigger Events

​Deliverability Best Practices

​DNS Configuration

​SPF Record Example

​Content Guidelines

​Troubleshooting

​API Reference

​Test Email Configuration

​Related Documentation

Overview

Key Features

Prerequisites

AWS SES Requirements

AWS Setup

AGO Configuration

Configure via Admin Interface

Configuration Fields

Tool Configuration

Create Email Tool for Agent

Assign to Agent

Input Schema

Standard Fields

Extended Schema Example

Email Templates

HTML Template Example

Template Variables

Usage in Conversations

Example Flow

Best Practices for Agents

Trigger-Based Emails

Creating Email Triggers

Available Trigger Events

Deliverability Best Practices

DNS Configuration

SPF Record Example

Content Guidelines

Troubleshooting

API Reference

Test Email Configuration

Related Documentation