Inbound email, answered
The agent that answers your phone can answer your inbox.
Turn on AI for a shared address like info@ or support@. The agent reads the thread, the contact’s history and your approved knowledge, then writes a reply. Your team approves it, or lets the agent send directly once it has earned that.
- Shared inboxes only
- Review before sending
- Hand-off to a person
Marcus Reed
Can I move my reservation to start on the 20th instead? Two trucks, same Dallas lot.
Hi Marcus, your reservation for two spaces at Dallas North can start on the 20th. I’ve noted the change for the team to confirm, and you’ll get an updated confirmation by email. Anything else before then?
Reservation checked with the lookup your voice agent already uses.
A clear path from the first conversation.
Illustrative workflow
An email arrives
A shared address with AI turned on
The gate checks
Not taken over, not an auto-reply
The agent drafts
Thread, history, approved knowledge
Approve or hand off
A person decides, context attached
One agent across calls, texts and email
Email can run on the same agents and instructions that answer your calls and texts, or on an agent of its own with an after-hours override. The agent sees the conversation with quoted text stripped, the contact’s summary and notes, open work, and the same lookup tools your voice agent uses under the same rules.
- Reply to everything, or only to threads the AI or a Journey started.
- A dedicated email agent or the same group that answers calls.
- Personal mailboxes are never answered by AI; it speaks only for shared addresses.
Review before sending, until you are ready
By default the agent writes a draft marked as waiting for approval. A person approves, edits or discards it from the conversation or from Work. Turn review off per inbox and the agent sends directly, the way AI texts already do. A short quiet time lets a teammate who is already typing win.
The context stays with the work
Avery Morgan
Customer inquiry · Full conversation history
The original conversation
What the customer asked and what was discussed.
The next action
An assigned task with the details your teammate needs.
The continuing relationship
Calls, texts, email, and chat in the customer history.
Illustrative customer record · Sample data
It knows when not to answer
The agent stays quiet when a person has taken over the conversation or replied in the last day, when the message is an out-of-office, bounce or ticket-system acknowledgement, when the thread has several outside recipients, when it carries attachments the AI cannot read, or when a daily cap is reached. The reason is recorded on the conversation so an administrator can see why nothing was sent.
The agent drafts
Thread, history, approved knowledge
Hand to a person with the context attached
When the request needs judgment, the agent tells the customer a person will follow up and assigns the conversation: to the inbox’s default handler, then the contact’s owner, then the inbox’s team with a Work notification. It can also ask for the one missing detail it needs before helping. Your team can take over any thread and return it to the AI later.
- Hand-off order: inbox handler, contact owner, inbox team.
- Ask for a missing detail instead of guessing.
- Take over and return to AI on any conversation.
Email, texts, calls and chat in one inbox
Replies arrive in the inbox that owns the address, linked to the contact, beside their calls, texts and website chats. The unified Inbox shows every open conversation across channels with the next action, so the person who takes over sees the whole relationship, not one thread.
Read how transfers and callbacks work for calls and chat in AI and human handoff.
A focused starting point
Define the work before you expand
- 01Which shared inbox gets AI
- 02Review before sending, or direct
- 03Who receives the hand-off
Confirm the answers, routing, and next steps with your team.
Before you get started
Practical questions
Will the AI reply to every email?
Only when you turn it on for a shared inbox, and only when its checks pass. You choose whether it answers everything or only threads it started, whether a person reviews each draft, and how many replies it may send per sender and per day.
Can it look things up or take actions?
It uses the same business lookups your voice agent is allowed to use, such as a reservation or order status, under the same permissions. Actions that change something in another system stay gated the way they are for texts.
What about loops with other auto-responders?
The agent marks its own messages as automatic replies, never answers a message that is itself an automatic reply, and stops at a per-sender cap. Out-of-office and ticket acknowledgements are classified and skipped.
Your next customer workflow
Bring your workflow. See it in one platform.
Show us the tools you use for CRM, calls, support, and follow-up. We’ll walk through how NexTalker can bring that work together.
Book your workflow demo