How to launch a mail agent from scratch

What it is for

This walkthrough takes you all the way from an empty organization to a mail agent that reads the company mailbox and prepares replies for approval. The path goes through three places in the app: AI → Knowledge (sources), Agents → Mail agents (agent and mailbox) and the To approve tab (reviewing replies).

Before you start

What you need	Why	Where
the Agents module in your subscription	without it Agents does not appear in the menu	Subscription
the Agents → Agent settings → Edit permission	to create and set up the agent	Permission matrix
the Agents → Approvals and sending → Edit permission for at least one person	someone must approve replies	Permission matrix
access to the company mailbox	Google Workspace, Microsoft 365 or IMAP/SMTP details	your e-mail provider
company sources	price list, FAQ, terms and conditions	files or website
AI credits	AI processing of e-mails uses the organization's credits	AI credits
company logo and details (for price quotes)	the quote PDF uses them	Organization → Settings

Step 1: Prepare a knowledge base

The agent answers only from what is in the connected knowledge base. Without a processed base a new agent cannot start.

1. In the left menu click AI → Knowledge.
2. Add knowledge and fill it with sources (price list, FAQ, website information) — the steps are in Knowledge.
3. Wait until the knowledge is processed.

TIP

If the mailbox holds at least three sent replies, the agent also learns a knowledge base from mail on its own after the mailbox is connected. A hand-made base with your price list is still more reliable.

Step 2: Create the agent

1. In the left menu click Agents → Mail agents.
2. At the top right click Create agent.
3. Fill in Agent name (e.g. “Sales”).
4. Keep the Mail agent card selected.
5. Click Continue.

The agent's Settings open in the Mailbox connection section.

Step 3: Connect the mailbox

1. Under E-mail provider choose Google Workspace, Microsoft 365 or IMAP / SMTP.
2. For Google/Microsoft click Sign in with Google / Sign in with Microsoft and allow access. For IMAP/SMTP fill in Email address and Mailbox password, check the servers and click Test connection.
3. Wait for Connected as … or The connection works - IMAP and SMTP answer. The mailbox is saved.
4. Under What the agent watches check Watched folders (default INBOX) and Check the mailbox.
5. Click Save.

After connecting, the agent reads the mail and pre-fills categories, style and signature (Analysing your mail …). Details: E-mail settings.

Step 4: Connect the knowledge base

1. Open the agent's Agent tab and go to the Replies section.
2. In Knowledge bases choose the base from step 1. It saves immediately.
3. Check Reply style, Reply language, Form of address, Instructions for the agent and Signature.
4. Click Save.

Step 5: Check sorting

1. On the Agent tab go to the Sorting section.
2. Check which categories are on and their Action.
3. Check Always leave to me (complaints, payment disputes…).
4. Click Save — this confirms the Sorting step.

Step 6: Set up approval

1. Open the agent's Settings tab and go to the Approval section.
2. In Approvers choose who gets notified (by default the person who created the agent is selected).
3. Switch on the notifications you want (E-mail, Telegram, Daily summary at 8:00).
4. Keep Send without approval off for now.
5. Click Save.

Step 7: Start the agent

1. Check the strip above the settings — it must say … You can start the agent. If it says Missing to start: …, complete the tab (Settings or Agent) with the red dot.
2. In the agent header switch on the switch (or on the Overview tab click Start agent).

The status changes to Running.

How to check it worked

1. From another address send a test question to the mailbox, e.g. about the price of a product from your price list.
2. Wait for the check interval (or on the E-mails tab click Check mailbox).
3. On the E-mails tab you see the e-mail with a category and the status To approve.
4. On the To approve tab open the e-mail, check the Reply draft and Sources used: and click Approve and send.
5. From the customer's side: the reply arrives at the test address from your company mailbox in the same thread.

Common problems on the way

Problem	Solution
switching it on shows The setup is not complete yet: … and the Start agent button is disabled	complete the tab with the red dot in the settings (mailbox, knowledge base, sorting)
Without a processed knowledge base the agent does not answer questions…	go back to steps 1 and 4
the e-mail is under Out of scope	the category has the action Ignore or is off; adjust Sorting
the draft has the reason Topic for a human	the topic is in Always leave to me; reply manually
no notification arrived	check Approvers and the channels switched on

Related

• Agents overview
• Mail agents
• E-mail settings
• To approve
• Knowledge