Receiving
The mailbox is polled on a schedule, and every new message lands in the same conversation inbox as chat and voice.
Channel
Email that holds the thread
The worst thing about email automation is opening a new ticket for every customer reply. Here the thread stays one thread, with one subject and one audit trail.
How a message travels
An answer with coverage
The agent looks for the answer in your published content. With no coverage it does not improvise; it hands the message to a human.
Sending through a queue
The message is not sent inside the request, but through a job queue. A brief mail server outage does not lose the reply.
Behaviour specific to email
- One thread
- The subject stays, the history stays, the audit trail stays single. The customer does not collect three ticket numbers for one case.
- Two languages
- Message templates in Polish and English, in plain and formatted versions, so the message renders correctly in any mail client.
- Citations in the body
- The reply states which materials it came from, exactly as in chat.
- Handoff with context
- The agent taking over the thread sees the whole history and the reason for the handoff, not just the last message.
- Notifications
- Beyond email, the agent can send a short text message or a browser notification, if you enable those channels.
Take off the messages that already have an answer
Show us last week's mailbox. We will say plainly how much of it the agent handles from your current materials.