AI mailer is an add-on that automates responses to customer emails using AI. It can generate replies 24/7, verify order status, recommend products, and work with attached materials or FAQs. To use the mailer you need to activate the add-on in the AI add-ons section and have sufficient AI credit.
What the AI mailer does
AI mailer fetches new emails from the connected source (email via IMAP or LiveAgent) and suggests or directly sends AI-created replies. It can provide information about order status, supply a Track & Trace link, and recommend products based on available data. The plugin is tied to AI credit and each reply has a cost deducted from the credit.
Settings, instructions and attachments
Enter "Instructions for answering" with the communication tone and rules, set "Instructions to ignore" so the AI doesn't handle unnecessary emails and specify the maximum number of tokens for a response. In the mailer you can add attachments from storage either for basic or complex processing, which the AI will use as context for replies. These settings affect the quality and price of responses.
Activation and linking of message sources
In the AI add-ons section select “AI mailer” and in the settings connect the message source: either a classic email via IMAP/SMTP or a helpdesk like LiveAgent. For each localization you can add separate profiles and login credentials. After saving, activate the add-on and the system will start fetching new messages for processing.
Q&A Database, testing and updates
Create a "Database of questions and answers" with frequently asked questions and standard answers from which the mailer will draw. After adding the Q&A you can immediately update the mailer with the "Update mailer" button or wait for the nightly automatic update. Test messages in the conversation detail and fine-tune the instructions as needed.
How do I connect my email or LiveAgent to the AI mailer?
In the AI mailer settings choose the message source “Email” or “LiveAgent” and add the login credentials. For email use IMAP/SMTP details. You can create multiple profiles for different localizations and enter different login credentials for each profile. After saving the system will start fetching incoming emails.
How do I teach the mailer our standard replies?
In the “AI mailer - questions and answers” section add “Question” and “Answer” pairs. After saving these records click “Update mailer” so the changes take effect immediately. If you do not click, the mailer will update automatically overnight. This way you can gradually improve the mailer’s answers.
What if the AI mailer generates an incorrect reply or an error occurs?
In the conversation detail you see a suggested reply with the options “Edit reply”, “Add instructions and generate a new reply” or “Send”. If a reply fails (e.g. insufficient credit), an error message will appear and you can run the reply again after topping up credit. You can also quickly add a question and your own answer to the Q&A database using the «plus» button.