Email AI

Email AI provides AI-powered email customer service, automatically classifying customer inquiries and responding on your behalf.

Navigation: top navigation bar > ticket icon (tooltip “Support Tickets”) for tickets; Settings > Email AI Agent for configuration. Both only appear once Email AI is enabled in Billing.

Setting Up Email AI

Email AI requires several components to work:

1. Enable Email AI in billing
2. Create an Organization (for multi-brand support)
3. Set up SMTP for sending replies
4. Connect your inbox for receiving emails
5. Configure AI settings (optional)
6. Add business context (optional)

Step 1: Enable Email AI

Email AI must be enabled in your billing settings before you can configure it.

1. Open the profile menu (your avatar in the top-right of the header) and choose Billing. The link is only visible to team owners, super admins, and members with the billing permission.
2. Click Manage Services, switch on Email AI Agent (this also force-enables Enhanced Shipment Tracking, which is billed separately per tracking number), then click Save Settings. Only the team owner, super admins, or members with the billing permission can change this.
3. Review the per-ticket pricing

Step 2: Create an Organization

Organizations let you run separate Email AI configurations for different brands or products.

1. Go to Settings > Email AI Agent (URL: /settings?tab=email-ai). The entry only appears after Email AI is enabled in Billing.
2. Click Create Organization
3. Enter an organization name (e.g., “Support Desk” or your brand name)
4. Click Create

Note: You can create multiple organizations to handle emails for different brands with separate inboxes and AI configurations.

Switching Organizations

If you have multiple organizations:

1. Use the organization dropdown at the top of the Settings page
2. Select the organization you want to configure

Step 3: Set Up SMTP Provider

You need an SMTP provider so Email AI can send replies to customers.

1. Go to Settings > SMTP Profiles in the sidebar
2. Click Add Profile
3. Enter your SMTP details:
   • Profile Name - e.g., “Support Email”
   • Host Name - Your SMTP server (e.g., smtp.sendgrid.net)
   • Username / Password - Your SMTP credentials
   • From Email - The address replies will come from
   • From Name - Display name for replies
   • Reply-To Address (optional) and BCC Addresses (optional)
   • Port Number - e.g. 587 for TLS, 465 for SSL
   • Encryption - TLS or SSL (defaults to SSL)
4. Click Create Provider (or Update Provider when editing)
5. Once the profile is saved, open its ⋯ menu and choose Test Connection; enter a recipient address and click Send Test Email — a real test message is delivered through the profile. (Testing is only available on a saved profile, not from the create form.)

Linking SMTP to Email AI

1. Go to Settings > Email AI Agent
2. In the SMTP Provider dropdown, select the provider you created
3. Click Save Settings

Step 4: Connect Your Inbox

Connect an email inbox so Email AI can receive and process customer emails.

1. Go to Settings > Email AI Agent
2. Scroll to Email Inbox Connection
3. Click Add Connection
4. Enter your IMAP details:
   • Name - e.g., “Support Inbox”
   • Host - Your IMAP server (e.g., imap.gmail.com)
   • Port - Usually 993 for SSL
   • Encryption - SSL recommended
   • Username - Your email address
   • Password - Your email password or app-specific password
5. Click Test Connection to verify
6. Click Create Connection (or Update Connection when editing)

Common IMAP Settings

Gmail:

Host: imap.gmail.com
Port: 993
Encryption: SSL

Gmail Note: You must use an App Password, not your regular password. Enable 2FA and create an app password in Google Account settings.

Microsoft 365:

Host: outlook.office365.com
Port: 993
Encryption: SSL

Custom/cPanel:

Host: mail.yourdomain.com
Port: 993
Encryption: SSL

Syncing Emails

After connecting your inbox:

1. Open the ⋯ actions menu on your connection row and choose Sync Now
2. Choose a range (only UNREAD messages are ever fetched):
   • Today - unread emails received today
   • This Week - unread emails since the start of this calendar week
   • All Time (Lifetime) - all unread emails since the connection was activated (may take longer)
3. Click Start Sync

Email AI will process incoming customer service emails and create tickets.

Step 5: Configure AI Settings

Customize how the AI agent behaves.

1. Go to Settings > Email AI Agent
2. Configure the settings:

3. Click Save Settings

Reply-To Email

If you want customers to reply to a different address than your SMTP sender:

1. Enter a Reply-To Email address
2. This must be different from your SMTP From Email address

Step 6: Add Business Context

Help the AI understand your business by adding context documents.

1. Go to Settings > Email AI Agent
2. Scroll to Business Context
3. Click Add Your First Context (or Add Context if you already have one)
4. Enter:
   • Context Name - e.g., “Refund Policy”, “Product Info” (max 100 characters)
   • Context Information - the information for the AI to know (max 5,000 characters)
   • leave the Active toggle on so the AI includes it in its prompts
5. Click Create Context (or Update Context when editing)

You must have created an organization first — saving a context without one fails with “Please create an organization first.”

Context Examples

Refund Policy:

Our refund policy allows returns within 30 days of purchase.
Products must be unopened and in original packaging.
Refunds are processed within 5-7 business days.

Product Information:

Our supplement contains 60 capsules per bottle.
Take 2 capsules daily with food.
Do not use if pregnant or nursing.

You can add multiple context documents. The AI will use all active contexts when responding.

Using Email AI

Once set up, Email AI automatically:

1. Polls your inbox for new emails
2. Classifies customer intent (refund, tracking, cancel, etc.)
3. Drafts or sends responses based on your settings

Viewing Tickets

1. Click the ticket icon in the top navigation bar (tooltip “Support Tickets”), or go to /email-ai/tickets
2. See your email tickets and their status — the list defaults to the last 7 days and 25 per page; widen the date range to see older tickets.
3. Click a ticket to view details and AI analysis

Ticket Statuses

Reviewing AI Responses

If auto-send is disabled (draft mode):

1. Open the ticket
2. Review the AI-suggested response
3. Edit if needed
4. Click Approve & Send on the draft (or Send Reply if you composed the message yourself)

Troubleshooting

Emails Not Appearing

• Verify inbox connection is active and credentials are correct
• Click Test Connection to verify
• Check if emails are in the inbox (not spam folder), and that the messages are still unread — only UNREAD messages are ever fetched
• Try syncing manually from the connection’s ⋯ menu with Sync Now

Replies Not Sending

• Verify SMTP provider is configured and linked
• Check SMTP credentials from the profile’s ⋯ menu with Test Connection
• Ensure auto-send is enabled (or manually approve drafts)

AI Giving Wrong Responses

• Review and update your Business Context
• Check confidence threshold settings
• Add more specific context for common questions