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AI email automation for customer service
AI email assistant for customer service
Automate customer service email replies without replacing your inbox. Connect any IMAP/SMTP mailbox and let WebChatAgent draft—or safely send—answers grounded in your knowledge base and the full conversation history.
- Draft mode by default
- Any IMAP/SMTP mailbox
- GDPR-compliant processing
support@yourcompany.com
Inbox connected
Sarah Miller09:42
Change delivery address
Daniel Fox09:37
Question about invoice
Mina Costa09:18
Return policy
Incoming email
Can I change my delivery address?
Hi, I just placed order #1842. Can you send it to my office instead?
Knowledge checked
AI draft
Hi Sarah, yes—we can update the address before dispatch. Please reply with the new delivery address…
4 earlier emails consideredReady to review
One connection. Your existing mailbox stays your workspace.
IMAP SMTP Gmail app password IONOS Strato
Built for real inbox work
Turn every support email into a ready answer
WebChatAgent is an AI email assistant that works from company knowledge—not a generic prompt box. It understands the sender, the thread and your rules before it writes.
Compare reply modesFull-thread context
Every response can consider the complete prior correspondence with that sender, including emails from before the AI was connected.
Language and tone matching
The assistant mirrors the sender’s language and level of formality while keeping your company voice consistent.
Confident human handoff
Complaints, legal matters, uncertain answers and requests for a person stay in draft mode for human review.
Noise and loop protection
Newsletters, bounces and automatic replies are detected and skipped, while sender rate limits prevent bot-to-bot mail loops.
AI email automation, explained
From new email to grounded reply
The automated email response workflow runs in the background. Your team keeps using the same mailbox and email app.
- 01
New email arrives
WebChatAgent monitors the connected mailbox for new customer emails.
- 02
Context is assembled
The current message and earlier correspondence with the sender are read together.
- 03
Knowledge is retrieved
Relevant, verified information is pulled from your chatbot’s knowledge base.
- 04
Reply is prepared
A contextual response is saved as a draft or sent automatically according to your mode.
Smart routing
The right action for every email
Product question
Answer found in knowledge base
Legal request
Sensitive topic detected
Automatic response
Loop header detected
“I need a person”
Human requested explicitly
More than an autoresponder
Automate routine email replies—not judgment
Traditional autoresponders send one template to everyone. WebChatAgent reads the actual question, retrieves the relevant company knowledge and writes a contextual response in the sender’s language and tone.
- Contextual, not canned
- Each reply is written for the actual question and conversation instead of inserting a static template.
- Grounded, not improvised
- The AI answers from approved sources and leaves uncertain cases for a person.
- Inside your mailbox
- Drafts and sent replies stay where your team expects them—no second inbox to manage.
- One agent, more channels
- Use the same chatbot knowledge for web chat, WhatsApp and email customer service.
Five-minute setup
Connect the mailbox you already use
No forwarding maze and no extra helpdesk for your team. Enter the same IMAP and SMTP details you would use in a regular email client.
What you need
- A mailbox with IMAP and SMTP access
- Mailbox credentials or a provider-specific app password
- A configured WebChatAgent chatbot with knowledge sources
- The Standard plan or above; the 14-day trial includes email
- 1
Connect your mailbox
Open Integrations → Email in your chatbot dashboard and enter the IMAP and SMTP connection details. Credentials are encrypted at rest.
- 2
Test both connections
One click verifies incoming and outgoing mail and detects the drafts and sent folders automatically.
- 3
Choose a reply mode
Begin with draft mode to review real answers. Enable auto-send later when the knowledge base and tone match your expectations.
- 4
Send a test email
Write to the connected address from another account. The contextual response appears in drafts—or is sent automatically—in a few minutes.
Trust & compliance
Safety is part of every reply
Email can contain sensitive customer context. The channel is designed around encrypted credentials, conservative automation and clear escalation paths.
Read our privacy information- Mailbox credentials are encrypted at rest
- Only new incoming mail is answered; the existing backlog stays untouched
- Automatic replies are marked as AI-generated
- Newsletters, bounces and auto-replies are filtered before generation
- Per-sender rate limits protect against mail loops
- GDPR-compliant processing is covered by our data processing agreement
Frequently asked questions
AI email assistant FAQ
Straight answers about automated email responses, setup and control.
What is an AI email assistant for customer service?
An AI email assistant reads incoming customer messages, finds relevant information in your company knowledge base and prepares a contextual response. Unlike a generic AI email writer, WebChatAgent can also use the conversation history, apply escalation rules and work directly with a shared support or info mailbox.
Can I review AI-generated email replies before they are sent?
Yes. Draft mode is the default and saves every generated reply as a normal draft in your mailbox. Your team can review, edit and send it from the email app they already use. Auto-send can be enabled later for well-grounded routine questions.
Which email providers can I connect?
WebChatAgent works with mailboxes that provide IMAP and SMTP access, including many hosted and self-managed providers. Gmail can be connected with an app password. You enter the same server details you would use in a desktop email client.
Does the AI email assistant know the conversation history?
Yes. When writing a response, it can consider earlier correspondence with the same sender, including emails that existed before the mailbox was connected. Only new incoming emails trigger a reply; old emails remain untouched.
What happens when the AI cannot answer safely?
The email remains a draft for human review. Complaints, legal matters, missing knowledge sources, low-confidence cases and explicit requests for a person are never sent automatically.
Is automated customer service email GDPR compliant?
WebChatAgent encrypts mailbox credentials at rest and processes the email channel under its data processing agreement. Your organization remains responsible for configuring appropriate knowledge sources, retention and reply rules for its use case.
Your support inbox can answer itself
Connect your mailbox, start safely in draft mode and give your team back the time spent answering repetitive emails.
No credit card required · Email channel included in the 14-day trial