Email channel guide
AI assistant
The ✨ icon at the top right of each conversation gives you three helpers:
- Summarise conversation: summary, key points and what the customer expects. Handy for long threads or when you pick up a colleague's conversation.
- Draft a reply: a draft for you to review and send yourself. For email it opens in the formatted editor. The AI only knows what is in the conversation: it does not invent prices, dates or availability; if something is missing, it marks it for you to fill in.
- Security check: the AI reviews the last message received and tells you whether it looks legitimate, suspicious or a scam, why, and what to do. The result is saved; you can ask it to analyse again.
The assistant only runs when you click it, using models on European Union servers. It can make mistakes: always review what it suggests.
AI replies
Assign an agent on the channel page, under Configure AI → AI agent. If you do not have one yet, the “Create a new AI agent” link creates it and links it to the channel automatically.
In email the AI is more cautious than in a chat, because an email reply is in writing: if the request is ambiguous, sensitive or it cannot resolve it safely, it does not improvise. It replies that someone from the team will follow up and the conversation stays in the inbox for you.
When the AI does not reply (to avoid loops and annoyance)
The email always reaches the inbox, but the AI does not reply in these cases:
| Case | Why |
|---|---|
| Automatic replies (“out of office”, “received”) | Two auto-responders would answer each other forever |
| Delivery failure notices (MAILER-DAEMON) | There is nobody on the other side |
| Newsletters, mailing lists and bulk emails with an unsubscribe link or footer | They are not conversations |
| no-reply@ senders | Nobody would read the reply |
| Emails you send yourself from the mailbox | So it does not reply to itself |
| Your mailbox is only in copy (CC) | If “Reply only when in To” is on |
| Many emails in a row from the same sender | Safety limit: at most a few automatic replies per sender per hour |
| Advertising, spam or platform notices (if the filter is on) | They are not customer enquiries |
| Emails flagged as possible phishing | Replying to a scammer only confirms your mailbox exists |
| Unknown sender (if you choose “known contacts only”) or in your “Never reply” list | You decided so |
You decide who it replies to
In the mailbox settings, section “When the AI replies”:
- Reply with AI to all senders, or only to known contacts. Known contacts are those already in your CRM through another route (WhatsApp, form, manual entry…) or those you authorise. The safest option if you do not want the AI to reply to strangers.
- Advertising and automatic notice filter (on by default). Before waking the agent, a fast model checks the email: if it is advertising, spam or a platform notice (invoices, orders, alerts), it is not answered; if it is unclear, the bell notifies you so you decide.
- Your own rules for the filter, in your own words. For example: “Emails from suppliers must also be answered. Ignore job applications and CVs”. They take priority over the general criteria.
- Always reply to and Never reply to: lists of emails or domains (one per line, for example
customer@company.comor@company.com).
When the AI does not reply to an email, the conversation shows the reason and a “Reply with AI” button so it answers anyway. If the sender was not a known contact, you can also click “Authorise and reply with AI”: from then on the AI will always reply to them.
Security: who is really writing
In an email, the sender can be forged. That is why MuseRelay checks the verification your mail server performs when it receives the email (DKIM, SPF or DMARC). If the sender is not verified, the AI can give information (opening hours, services, availability), but to look up, cancel or change appointments it asks for a code sent to their real email. That way nobody can act on someone else's behalf.
Alerts (bell)
The panel bell alerts you when an email needs a person: when the conversation is assigned to someone, when the AI is paused, or when there is no AI and nobody is handling it. If the AI is replying, it does not alert you, so you are not flooded with notifications. If a customer sends several emails in a row, you see a single alert with the number of messages. Emails flagged as phishing do not trigger alerts.