Email

Connect a mailbox and the agent reads what arrives, decides whether it should answer, and either replies or leaves a draft for a human.

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Connecting

Connect your mailbox under Settings, then Email, by granting access to the mailbox you want the agent to work. Nothing is routed until you nominate the receiving address, so connecting the mailbox and turning the agent loose on it are two deliberate steps.

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Draft or send

The most important setting on this channel is the mode: Most teams start in draft, watch for a week, then move the intents they trust to send. You can also allow automatic sending for specific intents only, so straightforward questions get answered immediately while anything else waits for a person.

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Triage

Not every message in a mailbox deserves an answer from an AI agent. Triage runs before the agent and can suppress:

• Spam and junk
• Out-of-scope messages that have nothing to do with your business
• Messages requesting a human, which go straight to escalation
• Complaints, which go straight to escalation

Suppressed messages still land in the inbox. They are visible, they are just not answered by the agent.

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Loop protection

Auto-responders are the classic way an email bot embarrasses a business. Messages are checked for the signals that mark them as machine-generated (auto-submitted headers, bulk precedence, mailing list headers, empty return paths, bounce shapes, and our own stamp on outbound mail) and are never answered.

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The spam gate

Email is the one channel where an applied spam or irrelevant category stops the agent entirely. The message is stored and categorized, the agent is not dispatched, and no fallback reply is sent. A spam message gets silence, which is the only correct response. This gate is deliberately limited to email. On WhatsApp, voice and web chat, a wrong spam call would mean ignoring a real customer, so those channels categorize without gating.

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Threading

Replies thread correctly against the original message, so the customer sees a conversation rather than a series of disconnected emails. Inbound replies attach to the same Vorel conversation.

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What the agent can do

The full chat tool surface: answer from knowledge, qualify, check availability, book, write to your CRM, escalate.

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SLA and CSAT

Email is tracked for SLA like any other channel, which matters more here than elsewhere because email is where response times quietly slip. CSAT surveys on email conversations are delivered as a link in a follow-up message.