Email Agents

Email Agents turn a shared inbox into a managed customer-service workflow. They can sort incoming messages, answer routine questions, prepare replies for review, route leads and support requests, and complete approved follow-up tasks while your team stays in control of what is sent automatically.

Navigation: Open Email & Messaging in the left sidebar, then select Email Agents.

Create an Email Agent

Create an Email Agent for a clear inbox purpose, such as sales enquiries, customer support, appointment requests, or order and delivery coordination.

Select Create Email Agent.
Enter a clear agent name.
Save the initial General settings.
Open Inbox and connect or attach the mailbox the agent should monitor.
Configure reply behavior while keeping automatic sending off.
Assign knowledge and test the agent.

Use the Email Agents list

Use the list to see which inbox workflows are active, which need attention, and where to review their results. Search by agent name or inbox. Each card shows inbox count, status, selected role, connected CRM or delivery indicators, and whether Auto-Reply is enabled. An Auth Error badge means one or more inboxes need reconnection.

Use View Emails for processed mail, the analytics action for reports, Test for a safe test conversation, and Settings to edit the agent. A feedback count opens pending quality feedback.

General settings

Use General to define how the inbox is organized and what the agent is responsible for. Categories let different messages follow different workflows—for example, a qualified lead can receive a prompt reply and enter CRM, while spam is ignored and a sensitive support request is sent to a person. Categories should be mutually understandable, such as Qualified Lead, Support Request, Spam, and Other.

Agent Roles can prepare starting categories and instructions. Review Agent roles and instructions before changing roles on an existing agent, because applying new role defaults can require Auto-Reply and CRM mappings to be configured again.

Use Draft while setting up, Active when the configuration is ready, and Disabled when the agent should stop processing.

Use System Prompt in General to set the agent’s reply instructions and turn Enable Auto-Reply on when it is ready. Category Classification defines the categories used to sort incoming email; Category Settings below it controls how each category is handled and sets reply safeguards. If enabled categories save drafts or run without sending, a notice beside Status summarizes the delivery modes and links to Category Settings.

Connect inboxes

Connecting an inbox gives the agent a specific mailbox to monitor, so you can separate purposes such as sales@, support@, and orders@. Open Inbox to view connected and available inboxes. An account must first be connected under General → Integrations. Reconnect an inbox if the page reports that authorization needs attention.

Only add mailboxes the agent is intended to monitor. If multiple inboxes are attached, check the inbox filter when reviewing processed mail.

Advanced identity override rules are useful when a website form or another system sends messages on behalf of the real customer. Configure these only if the sender address is predictable and the customer identity is present in the email body.

Choose a safe reply mode

When your organization has Announce AI assistance on, replies the agent sends automatically include an AI-assistance signature. Drafts you review and send yourself do not get this automatic signature. In General, expand AI announcement wording overwrites and edit Overwrite Email Signature Text for the appropriate language. Select Save beside the edited field; the same wording applies to all email agents in your organization.

Reply modes let you introduce automation gradually without risking immediate customer-facing mistakes. A new agent arrives with every category enabled in Drafts, so once it is activated it writes replies into Gmail for review and sends nothing to customers on its own. Open General → Category Settings to narrow the categories or change a mode. Each category can use a different mode:

Dry Run records what the agent would do without creating or sending a reply.
Drafts creates a draft for human review.
Sending sends the reply automatically.

When any category is disabled, in Dry Run, or in Drafts, Enable all switches every listed category to Sending. This makes the agent send automatically for all of them, so use it only after testing the replies you expect each category to produce.

Turn off the categories the agent should not handle, review the drafts it produces, and move a category to Sending only after repeated testing and review. Use Dry Run when you want to watch a category without even a draft appearing in the mailbox.

Configure reply protections

Reply protections keep automation from interrupting a teammate, handling old mail unexpectedly, or sending when confidence is too low. Review these safeguards before activation:

confidence threshold;
start date for eligible incoming mail;
pause after a human reply;
skip when a draft already exists in the thread;
sender exclusion or blacklist behavior;
post-processing actions such as marking mail read or adding labels.

Labels start switched on and pre-named Versafy Read for mail the agent has handled and Versafy Responded for its replies — rename them to whatever your team already recognizes. Labels and read status are only applied to mail the agent actually sends, so a category left in Drafts or Dry Run produces no labels until you move it to Sending.

Configure behavior and tools

Use Tools when the agent should do more than write an answer. Tools can be configured while Auto-Reply is off; turn it on in General when ready. For example, it can recognize that no reply is needed, alert a teammate about a sensitive request, book a meeting from an enquiry, capture a lead in CRM, or collect an order and prepare its delivery.

Depending on your connections, the agent may be able to skip messages that need no reply, escalate to a human, forward mail, book meetings, use commerce information, capture customer details, or prepare CRM and delivery actions.

Choosing an agent for Send Email

In Tools → Send Email, unavailable Email Agents remain visible in the dropdown with instructions beneath their names. Activate the target agent, connect a sending mailbox, or change its category reply modes as indicated. When scheduling from an Email Agent, the destination must use a sending mailbox connected to the current agent too.

Enable Schedule Call when an email should result in a future Voice Agent call—for example, an urgent request that matches your AI Instructions. Open the capability, select the Voice Agent that will place the call and its outbound caller number, then switch it on. The email or your AI Instructions must contain the exact recipient number in international format; the agent will ask for one rather than inventing it. Dry Run, Drafts, and Test simulate the action, while Sending mode can create the real callback.

New agents start with customer-information capture and Escalate to Human enabled, and escalation alerts already go to your workspace’s Versafy (system email) channel — no setup needed. Choose other enabled Notification Channels whenever a different team should receive them. For calendar booking, select the correct connected calendar and configure working hours and meeting defaults.

Assign knowledge

Assign approved knowledge so replies stay consistent with your current policies, products, and service information. Open Knowledge Base and choose only the folders this agent needs. Test common email questions after any assignment change. See Knowledge Base.

Configure CRM and delivery

CRM turns a useful email into structured follow-up work—for example, routing a qualified enquiry to the sales pipeline with the customer’s details and message context. Open CRM to select a connected CRM and map email categories to the appropriate pipeline stages when needed. Review CRM behavior using test mail before automatic sending.

Delivery lets an orders inbox collect recipient, product, payment, and destination details and prepare a shipment, including for businesses that take orders without Shopify. The Delivery tab requires an active CRM connection and a verified delivery integration. Keep delivery actions disabled unless this email agent is expected to collect and confirm order details.

Review conversations

An agent’s inbox shows every email thread it handles as one conversation, so your team can see what the customer wrote, how the agent answered, and which threads still need a person — without opening messages one by one. Select View Emails on the agent’s card, or Conversations in the agent editor: the threads are listed on the left, newest first, and the one you select opens beside them with the whole exchange in order. On a phone, or a tablet held upright, the list fills the screen, the thread replaces it when you open one, and the arrow at the top-left of the thread (Back to conversations) returns.

Each row shows the sender, the mailbox, the subject, the latest message and what the agent did with the thread — Agent replied, Draft ready, Escalated, Forwarded, Skipped, Manager replied, or Awaiting agent. A thread the agent handed to a person and nobody has answered yet carries Needs a human.

The search box finds a thread by the sender’s exact email address, or by part of a sender identity the agent captured behind a contact form. Filters narrows the list by mailbox (when the agent has more than one), by what the agent did with the thread, by Needs a human, by Conversations only (threads that went somewhere, hiding single untouched messages), and by date.

Sync Emails pulls recent mail into every mailbox the agent has. Classification runs on its own; the category is shown in the strip under the thread’s header, and Classify in the header runs it again for that thread.

Act on a thread

The header of the open thread offers what applies to it:

Classify — assign or correct the category;
AI reply — have the agent write a reply now, drafted or sent according to that category’s reply mode;
AI Active — stop the agent replying to this sender; it reads Blacklisted once it is, and pressing it again releases the sender. A blacklist applies to that sender across every mailbox in the workspace, and the header says so; both directions ask you to confirm;
CRM lead — create the connected CRM record when eligible;
QA feedback — once the agent has replied, open its reply with the classification, delivery outcome and the feedback form, so you can leave a judgment on that reply without leaving the thread. See Activity and quality.

An action you may not perform is not shown. Check the thread’s state before repeating one. On a phone, on most tablets, or in a narrow browser window, AI Active / Blacklisted stays on the header row and the other actions are under the three-dot button at the right of the header (More actions).

Answer a thread yourself

Open a thread and a reply box sits below it. Write your answer and send it — the reply goes out from the mailbox the message arrived in and stays on the same thread, so the customer sees one conversation rather than a new one.

The box appears only for team members with permission to send email; without it the message is readable but not answerable.

Where the agent has already prepared a reply and left it for review, the box shows AI draft ready with a Use draft button. Nothing is loaded until you press it, so no answer goes out under your name that you have not read. Sending your own reply also removes the agent’s draft from the mailbox, so a stale version is not left behind for someone to send later by accident.

Answering a thread yourself stops the agent replying on it again, through the pause after a human reply protection — on by default, and listed under Configure reply protections. The same reply box is available from Chats, alongside every other agent’s conversations.

Review analytics and quality

Analytics shows whether the inbox workflow is saving time and where customers still need human help. Open it to review volume, response behavior, escalations, response time, sentiment, and estimated time savings. The Analytics settings tab controls reporting definitions such as default period, escalation definition, working days, and service-level thresholds.

QA Feedback in the inbox header (shown on a desktop-sized screen) opens the feedback already left on this agent’s replies, where your team adds context and marks outcomes. See Activity and quality.

Disable or delete an Email Agent

Use Disabled when you want to stop processing while keeping settings and history. Use the Danger tab to delete only after reviewing connected inboxes, generated drafts, analytics, CRM routing, and delivery settings. Deletion is not a substitute for disconnecting an inbox that another agent still needs.

Troubleshoot an Email Agent

New mail does not appear

Confirm the inbox connection, agent status, and selected mailbox. Use one manual sync and wait for it to complete.

The agent does not create a reply

Check category mode, confidence, start date, existing drafts, human replies, and sender exclusions. Dry Run intentionally does not create a draft or send mail.

The wrong category is chosen

Make category names and instructions more distinct. Reclassify a small sample and review the results before changing reply modes.

A reply uses incorrect information

Correct the assigned knowledge or instructions, then test with the same email in a safe mode. Do not move the affected category to Sending until the issue is resolved.

Clear or enable scheduling tools

Unavailable destination agents include a Go to agent link after their setup instructions, opening that agent’s editor.

Scheduling tools clear their destination settings when disabled. Saving a complete configuration enables the tool automatically. Use Clear settings to remove the selections; for Send Email and Send WhatsApp, save afterward to apply the cleared configuration. Schedule Call changes are saved immediately.