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Email sender exclusions keep incoming email from selected addresses available in the Inbox without letting AI answer or act on those tickets automatically.

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What it does

When an excluded sender emails you, Chatarmin CX still creates or updates the ticket. Your team can read the message and reply manually, but conversational AI does not engage with it. The exclusion stops:
  • AI Agents from starting or continuing work
  • automatic AI-generated replies configured for the email channel
Manual work in the Inbox still works. Your team can reply, assign the ticket, use macros, and manually request an AI draft when needed.
Exclusions apply only to email. They do not block WhatsApp, Instagram, or other channel messages from the same contact.

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When to use it

Add addresses that should always reach a person, such as manufacturers, marketplaces, payment providers, or automated system senders. Use the exact sender address that appears on incoming email.

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Set it up

1

Open AI & Agents settings

Go to Settings → AI & Agents, or open AI & Agents settings.
2

Add the sender addresses

Under Skip AI agents for email senders, enter each email address that AI should ignore.
3

Save your changes

Save the settings. Future incoming email from those addresses remains available for manual handling without automatic AI engagement.

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Remove an exclusion

Open the same setting, remove the address, and save. New incoming email from that sender can then be handled by your configured AI Agents again.

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FAQ

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Does this delete or reject email?

No. The email still appears as a ticket in the Inbox.

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Does this block every address on the contact?

No. Chatarmin CX checks the sender address of the incoming email. Add every address you want to exclude.

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Does this prevent manual AI drafts?

No. A team member can still request a draft manually. The setting prevents automatic AI engagement.