Set up email autopilot
Connect email accounts, define rules, and understand when automatic replies are sent.
Last verified: 2026-07-20
The email autopilot in the "Email Autopilot" section automatically classifies incoming emails via AI, can create drafts, assign messages to agents, or — under several safety conditions — reply fully automatically. Without a matching rule, only a draft is created by default, never an automatic send.
Step by step
- Connect an email accountIn the "Accounts" tab, create an account with IMAP and SMTP credentials (host, port, username, password per protocol). An OAuth login for Gmail/Outlook is not currently available — use the classic IMAP/SMTP credentials from your provider.
- Test the connectionUse the test buttons for IMAP and SMTP to immediately verify the credentials.
- Create a ruleIn the "Rules" tab, define conditions (category, sender pattern, subject/body, language, minimum confidence, business hours) and an action, e.g. create draft, assign, escalate, or auto-send.
- Deliberately enable automatic sendingAutomatic sending is only possible if the rule explicitly allows it AND the AI classification reaches a minimum confidence. Sensitive categories such as invoice, contract, complaint, or escalation additionally require an explicit opt-in and are never auto-sent without it.
- Check the overviewThe dashboard shows metrics: messages today, pending drafts, automatically answered messages, and open escalations.
Expected result
Incoming emails are automatically classified; depending on the rule, drafts, agent assignments, or — under the safety conditions above — automatic replies are created.
Common error cases
An email was automatically replied to even though I did not expect that.
Cause: A rule with automatic sending enabled likely exists whose conditions (category, confidence, sender) matched this email.
Resolution: Check your rules in the "Rules" tab and adjust the conditions or action.
Only a draft was created despite an active auto-send rule.
Cause: Automatic sending is additionally checked server-side and blocked for low confidence, high-risk categories, or missing matching knowledge base content — this is a deliberate safety lock.
Resolution: Review the draft manually and send it yourself if needed; automatic sending requires sufficient knowledge base coverage and confidence.
I want to connect my Gmail/Outlook account via a login window but only find IMAP/SMTP fields.
Cause: An OAuth login is not currently available for this module.
Resolution: Use an app password or the classic IMAP/SMTP credentials from your provider.