Guias
Answer customers on your support email address
Find your workspace's support address, publish it, and let the assistant answer, thread and hand off email the same way it does on your other channels.
Nesta página
Busymate AI answers on a support email address that reaches your assistant directly: a customer's message is read, answered from that same address, and kept in one thread — with a teammate able to step in from the Inbox at any point.
1. Find your support address
Every workspace gets an inbox address in the shape <slug>@support.busymate.ai, visible in Console → Connections. There is nothing to register or verify on your side — the address is ready for your workspace as soon as your workspace exists.
2. Tell your customers about it
Publish the address wherever you already point customers for support: a contact page, an auto-reply, a signature. No further setup step changes what happens next — every message that arrives is read the same way, whoever sent it.
3. What happens to an incoming message
The assistant reads the email, answers using the same knowledge and rules as your other channels, and sends its reply from your support address so it reads like any other reply in the customer's mailbox. The whole exchange — the original message and every reply — stays in one thread in your Inbox, next to conversations from your other channels.
4. Handing off to a person
When a message is not one for the assistant, a teammate can pick up the thread from the Inbox and reply as themselves; the customer keeps seeing one continuous conversation in their own mailbox, with no separate address or forwarding step.
5. What to expect while it settles
The loop runs today from our own mail server. Delivery to inboxes with strict spam filtering is still settling, so an early reply can land in spam or take a little longer than a customer expects — worth a mention in whatever you publish alongside the address.
Verify
- Send a test email to your workspace's support address from an account you do not otherwise use.
- Confirm a reply arrives from the same address within a few minutes.
- Reply again from that same thread and confirm the assistant keeps the context of the first message.
- Open the conversation in the Inbox and confirm both messages appear in one thread.
- Ask a teammate to reply from the Inbox and confirm the customer receives it as a normal reply in the same thread.
Perguntas
Do I need to set up a mail server or DNS record?
No. The address is ready as soon as your workspace exists; nothing is configured on your side.
Can I use my own domain instead of the support.busymate.ai address?
Not yet for email specifically; your workspace's own web address is set up separately, described in Getting started.
Why might an early reply land in spam?
Delivery from a new sending address takes time to build trust with strict mail providers. The loop itself works today, and deliverability keeps improving.
Can more than one teammate reply to the same email thread?
Yes. Any teammate with Inbox access can reply, and every reply — theirs or the assistant's — stays in the same thread the customer sees.
What happens if the assistant should not have answered a message?
A teammate can take over the thread from the Inbox at any point, before or after the assistant has replied.