Once the SendGrid integration is set up (see “SendGrid Integration Setup”), you can send and receive email directly inside a Live Chat conversation. Emails — sent or received — appear in a pink bubble so they stand out from other messages.

You can only compose an email to a contact who is Opted-In for Email. Until then, the Live Chat composer shows only the Reply and Note tabs. Once the contact is opted in and has an email address on file, an Email tab appears between Reply and Note.

Tip: You can see the opt-in status in the contact panel on the right (“Opted-In for Email” / “Not Opted-In for Email”), and set the email address in the same panel.

For Live Chat to send email through your SendGrid integration, the flow’s Live Chat Email Profile must point to that SendGrid profile.

Step 1. Open your flow and go to Settings → Live Chat.

Step 2. In the Live Chat Email Profile dropdown, choose your SendGrid profile (for example “SendGrid - contact@yourdomain.com”) and click Save.

Important: If this profile is not set, Live Chat can show a message as sent (pink) while nothing actually goes out — or return “Send email failed”. This is the most common reason a Live Chat email does not send.

Flow → Settings → Live Chat → “Live Chat Email Profile” set to the SendGrid profile, then Save.

Step 1. Open the conversation and select the Email tab in the composer (or click the email icon). This opens the Send Email window.

Step 2. The Send Email window has an Email Template selector, a Subject field, a Message editor and an Attachments section. Fill them in and click Send (use Send Test Email to send yourself a preview first).

The Send Email window: Email Template, Subject, Message and Attachments.

Step 3. The sent email appears in the conversation in a pink bubble with an “Email” label and the time.

A sent email shown in pink in the Live Chat thread.

The same email as received by the customer, sent from your authenticated domain.

When the customer replies, the reply comes back through SendGrid’s Inbound Parse to the NewAge Ai webhook and appears in the same conversation, also in pink and marked “Re:”. To reply again, use the Email tab in the composer. Everything stays in one thread, giving you a full two-way email history inside Live Chat.

How it works: Every Live Chat email carries a Reply-To on your Inbound Parse subdomain (for example contact+<token>@parse.yourdomain.com). When the customer replies, the message is delivered to that subdomain; SendGrid’s Inbound Parse receives it (via the MX record → mx.sendgrid.net) and POSTs it to the NewAge Ai webhook, so it lands back in the same conversation.

The outgoing email’s headers: sent from the authenticated domain (mailed-by em9670…, signed-by yourdomain) with a Reply-To on the parse subdomain.

Walkthrough video: — email shows as sent but does not arrive

If an email appears as sent (pink) in Live Chat but never arrives, check the following, in order:

• Live Chat Email Profile is set (Settings → Live Chat) — the most common cause. If it is unset, Live Chat can show the message as sent (pink) or return “Send email failed”, but nothing is sent.
• Live Chat is not routing through a separate SMTP Profile (Integrations → Email Marketing → SMTP Profile), which can quietly handle the send and mask the native SendGrid path.
• SendGrid Activity Feed (Activity → Email Activity): search for the recipient. No record means the email never reached SendGrid — allow a few minutes for a new send to index before concluding.
• The sender is authorised in SendGrid — the sending domain is authenticated (auto-verifies every address on it) or the exact From address is verified as a Single Sender.