E-mail settings
What it is for
The settings of a mail agent decide which mailbox the agent reads, how it sorts e-mails, in what style and from which sources it writes replies and who approves them. The settings are split into four sections on two tabs of the agent: Settings holds Mailbox connection and Approval, Agent holds Sorting and Replies.
Where to find it
- In the left menu click Agents → Mail agents.
- Click the agent's row.
- Click the Settings tab.
A new agent opens right here after it is created, in the Mailbox connection section.
What I see on the screen
The mail agent settings contain:
- Setup progress strip — while the agent has not started, e.g. Setup: 2 of 5 steps done. Missing to start: Knowledge base. or … You can start the agent. The Setup steps link opens the agent's Overview tab with the Agent setup card that lists all steps.
- Two tabs of the agent — Settings (sections Mailbox connection and Approval) and Agent (sections Sorting and Replies). The sections of a tab are stacked under each other on one page, there is no second row of tabs. A red dot at a tab means something required for starting is missing on it; an orange one means a recommended setting is missing.
- Save button at the top right of the page. One save stores both tabs at once. A change takes effect immediately on a running agent. If a field is invalid, the app opens the section with the error, even on the other tab.
Without Agent settings → Edit all fields are read-only and you do not see Save.
How to connect a mailbox through Google or Microsoft
Before you start — you need access to the mailbox the agent should serve and the Agent settings → Edit permission. One mailbox can belong to one agent only.
- Open the agent's Settings tab. The Mailbox connection section is at the top.
- Under E-mail provider click the Google Workspace (Gmail) or Microsoft 365 (Outlook · Exchange Online) card.
- Under Sign-in click Sign in with Google or Sign in with Microsoft.
- In the Google/Microsoft window sign in to the mailbox and allow access.
- Back in the app you see Connected as … · the inbox holds … e-mails.
The agent only gets access to read the mailbox and send replies. No password is stored.
How to connect a mailbox through IMAP / SMTP
Use IMAP / SMTP for your own server or any hosting.
- Open the agent's Settings tab. The Mailbox connection section is at the top.
- Under E-mail provider click the IMAP / SMTP card.
- In Incoming mail (IMAP), below the server row, fill in Email address. The app tries to detect the server and pre-fills the settings (e.g. Server … detected - the settings are pre-filled.). If it detects Gmail or Microsoft 365, it switches to the Google Workspace or Microsoft 365 card by itself (e.g. Gmail detected - it connects through Google sign-in, the agent needs no password.) — continue with the Google or Microsoft steps above.
- Fill in Mailbox password.
- If the login differs from the e-mail address, click the link The login differs from the e-mail address and fill in the Login field that appears.
- In Incoming mail (IMAP) check Server, Port and Security (SSL/TLS or STARTTLS; default SSL/TLS with port 993, switching to STARTTLS changes the port to 143).
- In Outgoing mail (SMTP) check Server, Port and Security (default SSL/TLS with port 465, with STARTTLS 587). SMTP uses the same login as IMAP.
- Click Test connection (or Save — it stores the connection too).
If the test passes you see The connection works - IMAP and SMTP answer. The mailbox is saved. The stored password is not shown again — enter it again only when you change the connection.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Email address | yes | the mailbox address | used to detect the server |
| Mailbox password | yes on first connection | the mailbox password (for Gmail an app password) | not shown after saving |
| Login | only if it differs from the e-mail | login name on the server | appears after clicking the link The login differs from the e-mail address |
| Server (IMAP, SMTP) | yes | server address | pre-filled when the server is detected |
| Port (IMAP, SMTP) | yes | server port | pre-filled |
| Security | yes | SSL/TLS or STARTTLS | pre-filled |
What happens after a new agent connects its mailbox
When a new (not yet started) agent connects a mailbox for the first time, it reads the mail and pre-fills the settings. Settings shows Analysing your mail (… / … conversations) to pre-fill sorting, style and signature... and afterwards The mail analysis is done (… conversations). Categories, style and signature are pre-filled - check them in the other sections.
If the mailbox holds at least three sent replies, the agent also learns a knowledge base from mail from them and pairs it in the Replies section on its own. If the analysis fails (e.g. for lack of credits), you see The mail analysis could not finish. You can fill in the settings manually.
How to set what the agent watches
In the Mailbox connection section, below the sign-in, is the part What the agent watches.
- Open the agent's Settings tab. The Mailbox connection section is at the top.
- Fill in the fields as in the table.
- Click Save.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Sender name | no | the name the customer sees on the reply | at most 120 characters |
| Reply from address | no | which mailbox address or alias replies come from | choice of the mailbox address and aliases |
| Further mailbox addresses (aliases) | no | addresses delivered to the same mailbox; press Enter to add another | at most 10, valid e-mails |
| Watched folders | no | which folders the agent reads; the name must match the folder in the mailbox | default INBOX, at most 10 |
| Check the mailbox | yes | how often the agent checks the mailbox | Every 2 minutes, Every 5 minutes (default), Every 15 minutes, Every hour |
| Also process older e-mails | no | the agent also processes e-mails from the chosen period — at the start or when switched on later | on by default |
| Period | if the previous one is on | how far back | Last day to Last 30 days, default Last 7 days |
The Check mailbox button in this part works only on a running agent.
How to set up e-mail sorting
The Sorting section decides into which categories the agent sorts e-mails and what it does with them.
- Open the agent's Agent tab. The Sorting section is at the top.
- Under Categories use the switch to turn the Price quote and Business question categories on or off.
- For each category choose the Action: Prepare a reply for approval, Forward to a colleague or Ignore.
- For Other and Newsletter / spam choose Forward to a colleague or Ignore (these categories cannot be switched off).
- If any category forwards, fill in the Forward to field that appears below the list of categories.
- Set Evaluation confidence with the slider.
- In Always hand over to a person choose topics where the agent proposes nothing.
- In Never process add senders and domains the agent should skip.
- Click Save.
Saving on the Agent tab confirms the Sorting setup step — until you save there at least once, the step does not count as done.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Price quote | — | requests for a price, calculation or order; the agent prepares the reply and a price quote | on by default |
| Business question | — | questions about products, services, payments, cooperation or dates | on by default |
| Other | — | invoices, system e-mails, support, order changes | default Ignore |
| Newsletter / spam | — | bulk e-mails, notifications, unsolicited offers | default Ignore |
| Forward to | yes, if any action is Forward to a colleague | the colleague's address | valid e-mail |
| Evaluation confidence | yes | when the agent is not sure, it flags the e-mail for a manual check | 50–95 %, step 5 %, default 75 % |
| Always leave to me | no | topics where the agent proposes nothing and sends the case to you | default Complaints, Payment disputes, Bank detail changes, Legal matters; type your own topic and confirm with Enter |
| Senders and domains | no | addresses and domains the agent skips; press Enter to add another | — |
E-mails with confidence below the set threshold are shown with a warning in the approval inbox.
How to add a custom category
- Open the agent's Agent tab. The Sorting section is at the top.
- Under Categories click Add category on the right. A new row appears.
- Fill in Category name (at most 80 characters).
- Fill in When it applies (e.g. the customer asks for a date) — one sentence the agent uses to sort a new e-mail (at most 300 characters).
- Choose the Action.
- Click Save.
Remove a custom category with the bin icon in its row (Remove category) and save. Built-in categories cannot be removed, only switched off.
How to choose the quote PDF template
The Price quote category has the button PDF template: …. The quote is attached to the reply as a PDF. The logo and company details come from the organization settings — without a logo the company name is shown.
- Open the agent's Agent tab. The Sorting section is at the top.
- In the Price quote row click PDF template: …. The Quote PDF template dialog opens.
- Choose a template: Classic, Modern, Minimal or Compact.
- Optionally click Preview and return with Back to templates.
- Click Use template.
- Click Save.
How to set up replies
The Replies section decides the sources, style and signature of replies.
- Open the agent's Agent tab and go to the Replies section below Sorting.
- Under Reply style click Formal, Friendly or Brief and choose Reply language and Form of address.
- Under Sources for replies, in the Knowledge bases field, choose the bases the agent takes prices, dates and facts from. A change in this field is saved immediately, without Save.
- In Instructions for the agent write what the agent always follows in replies.
- Fill in Signature.
- Click Save.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Knowledge bases | yes to start | bases for all categories; at least one must be processed | saved immediately |
| Reply style | yes | Formal, Friendly, Brief | default Formal |
| Reply language | yes | Same as the incoming e-mail, Always Slovak, Always Czech, Always English, Always German | default same as the incoming e-mail |
| Form of address | yes | Formal or Informal | default Formal |
| Instructions for the agent | no | rules, e.g. “State prices without VAT and always from the price list.” | at most 3000 characters |
| Signature | recommended | the agent adds it to the end of every reply | at most 1000 characters; the mailbox analysis pre-fills it |
If no processed base is connected, you see Without a processed knowledge base the agent does not answer questions and a new agent cannot start. Knowledge is created in AI → Knowledge — see Knowledge.
How to set up approval
The Approval section decides whom the agent notifies about new drafts and whether it may send on its own.
- Open the agent's Settings tab and go to the Approval section below Mailbox connection.
- In Approvers choose at least one person.
- In Remind about unapproved drafts after choose when to remind about a waiting draft.
- Under Notifications about new drafts switch on the channels you want.
- If you want, switch on Send without approval.
- Click Save.
| Field | Required | What it means | Limits / default |
|---|---|---|---|
| Approvers | yes | the people who get the notifications; anyone allowed may approve | at least one; by default the person who created the agent; only members with the approval permission are offered |
| Remind about unapproved drafts after | no | one reminder for a draft that still waits | Never (default), 1 hour, 2 hours, 4 hours |
| no | one e-mail a day to the approvers, only when replies wait for approval | off by default | |
| E-mail time | if E-mail is on | the hour of the daily e-mail | 0:00–23:00, default 18:00 |
| Telegram | no | approve right in Telegram through the organization bot | off by default; needs a connected Telegram |
| Daily summary at 8:00 | no | how many e-mails the agent processed and what waits for you | off by default |
| Send without approval | no | automatic sending | off by default |
Automatic sending — when it is on, the agent sends on its own only replies with confidence above 95 % whose checks passed cleanly. You always approve price quotes. An automatic reply is sent with a delay (10 minutes by default) and at most 50 automatic replies a day go out per agent. Everything else waits for approval even in automatic mode.
WARNING
Replies go out without a check. We recommend switching it on after a few weeks of review.
Setup steps of a new agent
| Step | Where it is done | Required to start |
|---|---|---|
| Mailbox and name | Mailbox connection | yes |
| Knowledge base | Replies → Knowledge bases | yes, if any category prepares replies |
| Replies | Replies → Signature | recommended |
| Sorting | Sorting → save | yes (at least one enabled category) |
| Review and start | Approval, then start | — |
The steps tick on their own as soon as a setup phase of the agent (e.g. the mail analysis) finishes; you do not have to reload the page.
When everything required is done, the status changes to Ready to start and you start the agent with the switch in the header — see Mail agents.
Who can do this
| Task | Required permission (Permission matrix → Agents) |
|---|---|
| see the settings | Agent settings → View |
| change settings, connect the mailbox, choose bases | Agent settings → Edit |
| appear in the Approvers list | Approvals and sending → Edit |
Common questions and problems
“The password or login is wrong. Gmail needs an app password, not the regular one.” An IMAP connection to Gmail needs an app password (requires 2-step verification). It is easier to choose the Google Workspace card and Sign in with Google.
“Could not connect to the mailbox. Check the address or the advanced settings.” Check Server, Port and Security in both parts.
“Reading works, but sending rejected the login.” IMAP is fine, the SMTP server rejected the login. Check the SMTP details with your hosting.
“Fill in the IMAP and SMTP servers and ports.” One of the Server or Port fields is empty.
“This mailbox is already connected to another agent.” One mailbox can belong to one agent only. Disconnect it from the other agent or use another mailbox.
“The server or login changed - enter the password again.” You changed the server or login — enter the password and test the connection.
“The Microsoft sign-in was cancelled.” / “The sign-in link expired. Please try again.” The sign-in did not finish. Click Sign in with Microsoft again.
“Microsoft sign-in is not configured on the platform yet.” Microsoft sign-in is not enabled on the platform. Contact support.
“Enter who should receive forwarded e-mails” A category has the action Forward to a colleague and Forward to is empty.
“Every category needs a name” A custom category has no Category name.
“Choose at least one approver” In the Approval section the Approvers field is empty.
“We found no sent replies in the mailbox for the agent to learn from.” No knowledge base from mail will be learned. Add knowledge manually (price list, FAQ, website information) in AI → Knowledge and choose it in Replies → Knowledge bases.
The Settings or Agent tab shows a red dot. Something required for starting is missing in one of its sections. Until you complete it, a new agent cannot start.
Fields cannot be changed. You lack the Agent settings → Edit permission.
Related
- Mail agents
- To approve
- How to launch a mail agent from scratch
- Knowledge
- Communication channels — connecting Telegram
- Organization settings — logo and company details