Glossary
Email and AI agent glossary
Short, plain-language definitions of the terms that come up when you put AI to work on an inbox.
- AI email agent
- An AI email agent is software that reads incoming email, works out what each message is asking, and writes a reply, which it either holds for a person to approve or sends on its own under rules you set.
- App password
- An app password is a separate, randomly generated password that you create in your email account so that one specific app can sign in without using your main password.
- Autopilot email
- Autopilot email is a mode in which an AI agent sends replies on its own, without a person approving each one, usually only when it is confident in the draft.
- Co-pilot drafting
- Co-pilot drafting is a way of working in which an AI writes a reply to each email and a person reviews it and decides whether it is sent.
- Confidence score
- A confidence score is a number an AI agent gives its own draft reply to show how sure it is that the reply is correct and safe to send.
- Email triage
- Email triage is the practice of quickly sorting incoming email by type and urgency so that each message gets the right handling: answer now, answer later, hand to someone else, or ignore.
- First response time
- First response time is how long a customer waits between sending a message and receiving the first real reply from your team.
- IMAP
- IMAP (Internet Message Access Protocol) is the standard way an email app or service reads the messages stored in a mailbox on a mail server.
- Knowledge base
- A knowledge base is the collection of facts about your business, such as policies, prices, and common answers, that an AI agent is allowed to rely on when it writes a reply.
- OAuth
- OAuth is a sign-in standard that lets you give an app limited access to your account without ever giving the app your password.
- Shared inbox
- A shared inbox is an email address, such as support@ or sales@, that several people read and reply from instead of one person owning it.
- SMTP
- SMTP (Simple Mail Transfer Protocol) is the standard way email is sent from an app or service to a mail server and passed between mail servers.
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