Deploy an AI email agent
With the email channel your AI Agent reads the mail arriving in your own mailbox and prepares a reply as a draft, in the same thread. You read it over, change what you want to change and hit send.
The agent never sends email itself. That is not a setting you switch on or off, it is how the channel is built. Nothing goes out without a human pressing send.
What you need
- A mailbox at Gmail or Outlook, or your own mailbox over IMAP.
- Someone who is allowed to grant access. On Google Workspace and Microsoft 365 that is often the administrator.
- The email channel switched on for your brand. The channel is still in closed beta, so we enable it per brand.
Does Email still show as Coming soon on the Channels screen? Then the channel has not been released for your brand yet and the row cannot be opened. Let us know and we will put you on the list.
How it works
You connect your mailbox
You sign in with Gmail or Outlook, or fill in the details of your own mail server. Then you point the channel at that mailbox.
An email arrives
The agent reads the message and uses your brand knowledge: your website, your FAQ and whatever else you have recorded.
The agent prepares a draft
The draft sits in your mailbox's Drafts folder, in the same thread, with the original message quoted below it. Usually within half a minute.
You review and send
You change what you want to change and hit send. Doing nothing is fine too: a draft you never send goes nowhere.
Every thread is also kept in Heyloha as a conversation, so you can look back at what the agent wrote.
What the agent does and does not do on email
- It does answer every question in a message, even when there are three of them.
- It does pick up an ongoing thread, including what was said earlier.
- It is honest about what it does not know, instead of making something up.
- It does not send, schedule appointments, push data to your CRM or hand a conversation to a colleague. Those actions are switched off on email.
That is also why the email channel has fewer settings than the web chat. On the Handover screen you cannot pick email as a channel, and anything built around a live conversation, such as Calendar and Functionality, has no effect on this channel.
What does still apply
Identity, personality, benefits and conduct rules are set at brand level and apply to email as well. If you want a different tone in mail than in the web chat, you set that per channel.