The address everyone writes to joins the same thread as chat, so a customer who emails on Monday and messages on Thursday is one conversation, not two.
It reads your policy, tells the customer what applies to their order, and starts the return rather than describing it.
The requests that are pure lookup stop reaching a person at all.
It answers all three instead of replying to the first and closing the thread.
Mail that arrives overnight is answered overnight, so Monday starts empty.
EmailReturn created
The shared address and the agent that should answer it.
The mailbox everyone already writes to, rather than a new address nobody knows.
The agent that answers, and what it is allowed to do on its own.
The rules for handing a thread to a person, by name.
Email is where the difficult messages arrive, so the boundary matters more here. Anything that looks like a complaint, a legal question, or a case it cannot source goes to a person with the thread attached, and the agent stops writing.
Yes, from the shared mailbox your customers already write to, so nothing about the address changes for them.
No, and that is deliberate. You set what it may resolve on its own, and everything else reaches a person with the thread already read.
Yes. A customer who emails on Monday and messages on Thursday is one conversation, so nobody asks them to explain it twice.
It sees what the customer sent and passes it on with the thread when a person takes over.
Create your agent, connect the channel, and watch it handle your real messages. 14-day trial, no card.