Email & Inquiries
A full inbox is rarely the real problem, the time to sort it is. With AI-powered email automation, the email agent reads incoming inquiries, assigns them to the right case and answers what your templates and company knowledge already cover clearly. Everything else lands sorted and prepared in your team's inbox, with a draft reply where that makes sense. That turns the inbox back into a list you can work through, instead of a place where everything piles up.
Who this module is for
- The same three or four questions arrive by email every week, and someone types out the same answer again each time.
- Inquiries from the contact form, the website and several inboxes arrive uncoordinated, and nobody has an overview of what has already been answered.
- Important inquiries get buried, because they sit in the same inbox as newsletters and internal mail.
- Your team spends the first hour of every morning just screening and sorting, before the actual work even starts.
- One team member is on vacation or sick, and nobody can tell which of her inquiries have already been answered and which are still open.
- Inquiries about quotes or orders take several days to answer, because they first have to be assigned to the right case by hand.
What you receive
Automatic triage
Incoming emails are read, categorized and assigned to the right case or the right person, before anyone on your team even looks at them. The agent also recognizes urgency and flags it accordingly. That way the workday starts with a sorted list instead of an unsorted inbox.
Answers from your own knowledge
The agent answers recurring questions based on your own templates and documents, in your tone, not with generic boilerplate. It recognizes variations of the same question, even when it is phrased differently from the template. For multi-part inquiries, it answers the part that is clear and flags the rest for a person.
Clear escalation rules
Together with us you define which inquiries the agent answers on its own and which it only drafts or hands off directly to a person. These rules can be refined at any time if a category turns out to need closer review. Sensitive or unclear cases are never answered automatically as a matter of principle.
Integration with your existing inbox
The agent works inside your existing email system, for example Outlook or Gmail, so no extra tool is added that someone has to check as well. Your team sees the processing directly in the familiar inbox. This also applies to shared team inboxes with several people having access.
Ongoing control over quality
You can see which replies were sent automatically and which were held for review, and adjust the rules at any time. On request, you receive a regular overview of inquiry volume and response times. That keeps the automation traceable, instead of turning it into a black box.
Draft replies instead of idle time
For inquiries that require judgment, the agent writes a draft reply based on the conversation and your templates, which someone on your team only has to review and send. That noticeably shortens handling time, even though a person always makes the final call. Especially for individual inquiries that can't be fully automated, this saves most of the typing.
How it runs
Review
We analyze your email volume: which inquiries repeat, which templates already exist, and where mistakes would be most costly. From that we work out which categories are suited to a fully automatic reply and which should always stay with a person.
Build
The agent is connected to your inbox and trained on your templates, your FAQ and your company knowledge. We agree on the escalation rules together before the agent meets real inquiries.
Test phase
Before going live, your team reviews every reply for a period, until the rules hold up reliably. During this phase we refine where the agent is too cautious or too bold.
Go-live
The agent takes over the inbox to the agreed extent, following the escalation rules you settled on. After that, we continue to support operation and adjust the rules as your mix of inquiries changes.
Pricing
The build is fixed as a one-time price after a short discovery conversation, depending on inbox volume and the number of inquiry types. Ongoing operation, including refining the rules, is optional and agreed separately.
We agree on concrete prices in the initial consultation. All amounts excl. VAT. The build is often up to 50% eligible for funding via KMU.DIGITAL.
What this costs to keep running is covered under operation & ongoing care, and where your data physically sits under hosting in Austria & the EU.
See all servicesFrequently asked questions about the email agent
Only for inquiries you have defined in advance as unambiguous, for example standard information. For anything that requires judgment, the agent drafts a reply that someone on your team approves before it is sent.
The agent recognizes such cases from keywords or context and routes them directly to a person, without answering itself.
It takes the history of the relevant conversation into account, so replies fit the context. It does not search your entire archive, unless you explicitly set that up.
Yes, that is the most common case. The agent works inside the shared inbox and marks what it has already handled, so nobody responds twice.
On European servers, GDPR-compliant. There is no sharing with third parties beyond what is necessary to run the agent.
The price mainly depends on inbox volume and the number of distinct inquiry types the agent has to tell apart. The build is fixed as a one-time price after a short discovery conversation, and ongoing operation with rule refinement is optional. We discuss a concrete figure in the free initial consultation, and the build is often up to 50% eligible for funding via KMU.DIGITAL.
It is primarily trained to route genuine customer inquiries, not to replace your spam filter. Suspicious or unusual messages are categorized low or flagged for review rather than answered automatically. Your existing spam and virus protection stays active alongside it.
No, that is deliberately left out of scope, those are processes with too much risk for an automatic reply. It can, however, correctly assign an inquiry to the right case and prepare a draft that someone on your team completes with the right figures and approves.
