New Product Setup

1

Product Details

2-5 uppercase letters. Used in ticket numbers: ACME-1001
The email address your customers write to
Shown in email replies and notifications
2

Connect Email

Choose how support emails reach the pipeline. Start with forwarding (2 min) and upgrade to OAuth later.

Email Forwarding

2 minRecommended to start

Add one forwarding rule in your email admin. Works with any provider.

intake-acme@mail.supportdepartment.com
Google Workspace instructions
  1. Go to admin.google.com → Apps → Google Workspace → Gmail
  2. Click Routing → Add another rule
  3. Recipient matches support@acme.com
  4. Action: Also deliver to intake-acme@mail.supportdepartment.com
  5. Save
Microsoft 365 instructions
  1. Go to Exchange Admin Center → Mail flow → Rules
  2. Add rule: Recipient is support@acme.com
  3. Action: Bcc to intake-acme@mail.supportdepartment.com
  4. Save
Zoho Mail instructions
  1. Go to mailadmin.zoho.com → Email Routing
  2. Add rule: Delivered to support@
  3. Action: Forward copy to intake-acme@mail.supportdepartment.com
  4. Save
Not tested yet

OAuth Connect

5 min

Full integration — replies come from YOUR mailbox. Native DKIM, no 'via' badge.

Requires workspace admin approval. Grants read + send access to the support mailbox only.

IMAP / SMTP

5 min

Works with ANY email provider — Fastmail, ProtonMail, cPanel, Plesk, self-hosted, or any provider that supports IMAP.

Incoming (IMAP)
993 (TLS) or 143 (STARTTLS)
Use an app-specific password, not your main password
Outgoing (SMTP)
465 (TLS) or 587 (STARTTLS)
Not tested yet

Credentials are encrypted at rest. We poll your inbox for new messages and send replies through your SMTP server — replies come from your domain.

3

Account Context

Optional

Connect your customer database so the AI can reference account data and verify its claims. Skip this to start — the AI still works, just with less specificity.

Build a resolver endpoint

Add one API endpoint that returns customer data. We provide a spec + SDK.

Push via webhook

POST customer data to us when it changes. No endpoint to build.

Skip for now

The AI reads the email and uses playbooks. Less specific but still useful.

4

Agent Profiles

Optional

Route different request types to specialized agents. Default: all requests use the same agent.

Default AgentAll intents • Threshold: 0.85
✓

Playbook

A starter playbook with 5 generic nodes has been auto-generated. Customize it as you learn what your customers ask about.

not workingbillingsetupbug reportcancellation

Requirements to go live: Step 1 + Step 2 (forwarding verified)