AI agent for customer email

Typewise runs an AI agent on your customer email inbox: it reads each incoming email, looks up the customer and order where you allow it, and replies in your tone of voice and the customer’s language, or hands the thread to a colleague with the context attached. You can hold every AI reply for approval until you trust it, and move to automatic sending one topic at a time.

Connect the inbox you already use

Bring your existing mailbox or helpdesk rather than moving customers to a new address. Typewise works with Outlook and with helpdesks such as Salesforce, Zendesk and Freshdesk, and hand offs can also arrive by email. Tickets and their context flow both ways between Typewise and your helpdesk, so nothing gets lost. The current list is on the integrations page.

What happens to each email

  1. The AI supervisor reads the email

    It routes the email to the specialist for that topic, or to a person when the request calls for one.

  2. The specialist looks things up and acts

    In the systems you connect, such as the order, booking or billing system, within the permissions you give it. Customers can send photos and documents in the conversation.

  3. A review agent checks the reply

    Against your guidelines, before it is sent.

  4. The reply goes out

    In your tone of voice and in the customer’s language, in the same thread.

  5. Or the thread goes to a colleague

    With the history, the customer and order data and a drafted reply, in the Typewise Inbox or your helpdesk. Once they answer, the AI picks the thread back up.

The same loop runs on chat and WhatsApp, so email is one channel of one system rather than a separate tool. The full picture is on how it works.

Knowing who is writing

Email is an unauthenticated channel, so Typewise treats the sender address with care. A Verify email address step confirms that the customer controls the address they write from, for example with a one time code, and a lookup can be limited to that verified address. Without a verified value the lookup does not run, so one customer’s order details never reach another customer’s mailbox.

Actions that change something, such as an address, a booking or a refund, are configured one by one with approval by a person on by default.

Human review on email

Turn on human review for email and every AI reply waits until a colleague approves, edits or rejects it. The colleague sees the thread, the customer data and the drafted reply in one place, and sends it in a click. A reply approved without changes counts as a full resolution, an edited one as a partial resolution.

You can keep review on while you read the first replies, then switch it off topic by topic. How that fits with action approvals and hand off is on human approval and automation levels.

What your team sees

  • Only what needs a personResolved emails stay closed. The Typewise Inbox surfaces just the cases that need a human decision.
  • Full context on arrivalThe conversation, the customer and order data and a drafted reply, attached to every hand off.
  • Labels and saved viewsThe AI applies labels from descriptions you write, and saved views put repeat contacts about the same order in front of the right team.
  • Nova beside the ticketNova, the AI Operator, can answer your staff’s questions from your knowledge, summarise long threads and draft replies they check and send.

Measuring email

The Insights Hub shows how volume splits across email, chat and WhatsApp, when emails arrive and when agents reply, and response times for AI and human agents side by side. Resolutions are counted per ticket, with partial resolutions at half weight, and you pay per resolution rather than per email. Plans and rates are on the pricing page.

Where to read next

The platform end to end is on how it works. Security, hosting and compliance are in the trust center. Plans and the per resolution rate are on pricing, and the free trial runs on your real tickets for 14 days with no credit card.

Capabilities

The other guides.

Questions buyers ask next.

Outlook, and helpdesks such as Salesforce, Zendesk and Freshdesk. Hand offs to your team can also arrive by email. Tickets and context flow both ways, and the integrations page lists what is available today.

Only where you allow it. With human review on, every reply waits until a colleague approves, edits or rejects it. You switch review off per topic once you trust the replies, and a review agent still checks every outgoing response against your guidelines.

Yes, through lookups in the systems you connect, such as your order, booking or billing system. A lookup can be limited to a verified email address, so it only returns the writer’s own data.

Customers can send photos and documents in the conversation, and a specialist can be set up with the questions to ask for a claim or an exception. Decisions on claims, penalties and commercial remedies stay with your team.

It replies in the customer’s language and in your tone of voice, which it learns during setup. One knowledge base and one tone of voice serve every language and channel.

It goes to your team with the thread, the customer and order data and a drafted reply, in the Typewise Inbox or your helpdesk. The customer keeps one conversation, and the AI picks the thread back up once a colleague has answered.

No. You pay per resolution, counted per ticket rather than per message. A full resolution counts once, a partial one half, and a thread handed straight to your team is free. See what counts as a resolution.

Put it on your inbox for 14 days.

Connect your mailbox, keep human review on, and read what the AI would have sent. No credit card, and credits are only spent on emails it actually resolves.

Try for freeSee how it works