Email is not available yet. You cannot connect an email address in Kylo today, and the Email card on Channels is disabled with the label Coming soon.
Email is planned as a channel in the same agent inbox, with its own templates. The Channels page describes the card as “Connect your agent to an email address and let it respond to messages from your customers.”

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What is planned

This is a plan, not shipped behavior. It can change before release. Until Email ships, use WhatsApp or Website chat.

All channels

See which channels are live.