An AI agent for your customer support inbox
inboxr reads each new support email, sorts it by topic, and drafts a reply from your knowledge base in your voice. You approve, edit, or reject every draft at first. Once a mailbox has a track record of clean approvals, autopilot can send the confident replies while anything uncertain still comes to you.
Last updated October 13, 2026
The workflow
- Email arrives. inboxr checks the mailbox every few minutes over IMAP and picks up each new message.
- It is sorted. Each email is classified by subject (billing, sales, support, account, or general) and the sender's tone is read, so a frustrated customer is handled with more care.
- A draft is written. The agent for that topic drafts a reply from your knowledge base, in the tone you set, and gives the draft a confidence score from 0 to 100.
- You decide. The draft lands in the review queue. Approve it, edit it first, regenerate it, or reject it if no reply is needed.
- It sends from your mailbox. Approved replies go out over your own SMTP, threaded under the original message, with your signature added at send.
What to set up
Agents
Start with one default support agent. Give it a short role ("You answer customer questions for our product. Confirm what the customer asked, answer from the knowledge base, and offer the help-center link when it applies") and a tone. Add a second agent only when a kind of email clearly needs different instructions, for example account access questions. See multiple agents.
Knowledge
Accurate knowledge matters more than anything else you configure. Write it as short factual statements:
- Support hours and how to reach a person
- Return, refund, and cancellation policies
- Shipping or delivery rules
- The ten questions you answer most, with the answer you actually give
- Topics the agent should never answer and should leave for you
You can type articles directly or upload PDF, TXT, or Markdown files. The knowledge base starter template has the sections laid out. More on the knowledge base.
Links and ignore rules
Give the agent your help-center and status-page links with a note on when to use each (smart links). Then add ignore rules for newsletters, receipts, and system notifications so they never reach the AI or use up replies. Bounce and delivery-failure notices are filtered for you.
Co-pilot first, autopilot for the routine
Every mailbox starts in co-pilot. Autopilot becomes available for a mailbox after 20 clean approvals, meaning drafts you sent without editing. An edit moves that count back a little, on purpose.
| Keep in co-pilot | Good candidates for autopilot |
|---|---|
| Complaints and escalations | "What are your hours?" |
| Anything involving a specific order or account you would need to look up | "How do I reset my password?" when the steps are in your knowledge base |
| Exceptions to policy | "What is your return policy?" |
| Legal, security, or press questions | "Where can I find the setup guide?" |
With autopilot on, only drafts at or above your confidence threshold send automatically. The rest come to the review queue, and auto-responders and other machine senders are never auto-replied to. You can also limit automatic sending to set days and hours. Details on autopilot and confidence scoring.
A sample conversation
Hi, I placed an order yesterday and just realized it is going to my old address. Can I still change it?
Hi Nadia, thanks for catching that quickly. You can change the delivery address on any order that has not shipped yet. Reply with the new address and your order number and we will update it, or you can change it yourself from the order page in your account.
If the order has already shipped, let us know and we will walk you through the options.
Sample data. Names and messages are fictional.
In this sample the address policy comes from the knowledge base. inboxr did not look up the order: it does not connect to order or shipping systems, which is why the draft asks for the order number and leaves the change to a person.
What to watch
The analytics page shows received versus sent, average response time, how often drafts were edited before sending, average confidence, and the current review backlog. A falling edit rate is the clearest sign a mailbox is ready for autopilot. If first response time is the number you care about, the cost of slow replies calculator helps you put your own figures on it.
Common questions
Will inboxr reply to customers without my approval?
Not until you allow it. Every mailbox starts in co-pilot mode, where each draft waits in your review queue. Autopilot stays locked until the mailbox has enough clean approvals, and you choose whether to switch it on.
Where do the answers come from?
From the knowledge base you write or upload (typed text, PDF, TXT, or Markdown), the role and tone you give each agent, any links you allow it to share, and examples learned from the replies you have approved.
What happens with an angry or unusual email?
inboxr reads the tone of each inbound message and still drafts a reply, but you decide what goes out. In autopilot, a draft that scores below your confidence threshold is held for review instead of sent.
Can several people work the same support inbox?
Yes. Team members can be given access to the review queue, and plans include a set number of team seats. The Sent tab shows what went out and whether a person or autopilot sent it.
Does it answer newsletters, receipts, and bounces?
No. Bounce and delivery-failure notices are filtered automatically, and you can add ignore rules by sender, domain, or subject so noise never reaches the AI.