Answering Agent now handles email. Customer emails land in the same dashboard as your calls, texts, and website chats. The AI answers routine emails from your approved business information. Anything that needs a person becomes a task for your team.
This post covers what AI Email handles, when it hands off to your team, and how to turn it on.
What is AI Email in Answering Agent?
AI Email is a customer conversation channel. It reads inbound emails, answers routine questions from your approved business information, keeps the full thread in your dashboard, and creates a task when a request needs a person.
Customers use email when they have more to explain. A customer might call about a membership and then email the receipt. Another might start a website chat and then send photos. Someone comparing options at 10pm might email a pricing question because nobody picks up the phone at that hour. If email lives in a separate inbox, your team has to piece the story together before replying. With AI Email, those messages sit next to the calls and chats they belong to.
What AI Email helps with
- Pricing and package questions
- Membership questions
- Location-specific hours, policies, and service details
- Quote or appointment requests
- Billing follow-ups that need a clear written answer
- Replies with photos, receipts, or longer explanations
- Requests that should become a task for the right person
AI Email reads every customer email and answers it when the answer is in your approved information. When it isn't, the email goes to a person.
What stays in your team's hands
Account changes, sensitive billing issues, cancellations, refunds, disputes, and anything that needs an owner's judgment stay with a person. For these, Answering Agent organizes the request and creates the task. It does not mark the issue resolved while your team still needs to decide.
How Email fits into the dashboard
Your team sees the thread as the customer sent it, with formatting, photos, and attachments intact. The customer's history across every channel shows alongside it, and tasks live where your team already works.
When a customer writes back, the notification says who wrote, on which channel, and what changed. The right person can pick it up without digging.
How to turn on Email
- Open Email in your dashboard sidebar, or go to Team Settings > Email Settings.
- Choose the sender address customers will see.
- Add the DNS records and forward your existing support inbox.
- Enable the locations that should answer email.
- Send yourself a test email.
Once setup is done, new customer emails show up beside your other conversations.
A simple example
A customer emails after hours:
I have a monthly membership at the north location, but I was charged twice this month. I attached the receipt. Can someone help?
That email contains four pieces of context: the location, the membership, the billing issue, and the receipt. Answering Agent keeps the thread together, surfaces the attachment, and creates a billing task. A double charge needs a person, so the AI doesn't try to resolve it on its own.
What changed in June besides Email?
Open tasks are easier to find, and conversations are easier to scan. Replies and notes are simpler to write. Reply notifications now carry clearer context in the dashboard, Slack, and email. We also added a referral program so customers can introduce other operators to Answering Agent. The full list is on the changelog.
FAQs
Does AI Email replace my team?
No. It answers routine emails and creates a task when a request needs a person. Sensitive, account-changing, or unclear requests always go to your team.
Does Email reply from my business address?
Yes. During setup you choose the sender address, verify your domain, and forward your existing support inbox.
Can Email handle attachments?
Yes. Files and images stay in the thread, so your team can review receipts and photos inside the conversation.
Where do I turn Email on?
Open Email in your dashboard sidebar, or go to Team Settings > Email Settings. Then follow the five setup steps above.
What does AI Email cost?
Email is a paid add-on. Pricing is on the Email Settings page in your dashboard, or you can book a demo to go over it.
Try it
Existing customers can open the Email inbox in the dashboard and start setup. New to Answering Agent? You can book a demo, call the live demo line at (720) 707-3312, or talk to it in your browser.
Book a walkthrough
See it handle your calls.
Book 20 minutes, or hear a sample call first.
