Outbound email
Pact's outbound support email reply path — real, but default-off behind seven safety gates, so a brand-new tenant transmits nothing until an admin explicitly enables it.
Outbound email is how an agent's reply actually reaches the customer. It is fully built and real — and it is deliberately off by default. A brand-new tenant sends nothing to customers until an admin turns it on.
Default-off is the point
The master outbound switch defaults to disabled. Until an admin enables it, Pact records replies on the case but never transmits them. This protects you from accidentally emailing customers from a workspace you're still setting up or seeding with test data.
Email is the transport that transmits
A reply is always recorded on the case regardless of channel. But email is the only channel wired to actually send — other channels record the reply without transmitting it. When people say "Pact sent the customer a reply," they mean email.
The seven safety gates
Every outbound send passes through a policy layer designed to make an accidental blast structurally hard:
- 1
Master enabled switch
The top-level toggle. Defaults to off — nothing sends until an admin enables it.
- 2
Kill switch
A separate emergency stop that halts all outbound immediately, independent of the master switch.
- 3
Per-topic auto-send allowlist
Which topics may send is an explicit allowlist that starts empty — so nothing auto-sends by default.
- 4
Daily cap
A ceiling on how many outbound emails go out per day, bounding the blast radius of any mistake.
- 5
Registered transport check
Only a registered channel dispatcher (email, via the configured provider) can transmit; anything else records only.
- 6
Immutable audit
Every send decision is written to an immutable audit trail.
- 7
Anomaly alert
Unusual outbound behavior raises an alert so you find out fast.
Turning it on
An admin enables the master switch, configures the daily cap, and adds any topics to the auto-send allowlist. Agents can then send approved replies from a case; until then, replies are drafted and recorded but not transmitted.
Agent assist drafts, this sends
The agent-assist tools produce the draft. This transport is what carries an approved reply to the customer — and only when the gates above allow it.