Extensions

Email Channel Add-on

Your existing agent reads a shared inbox and replies to routine emails with answers you have already approved.

A shared inbox fills up with the same questions every day, and each one waits until someone has time. This add-on lets the agent you already run read one shared inbox, such as support@ or hello@, and reply to routine emails from answers you have approved. Anything unusual, sensitive or outside the agreed rules is left untouched for your team.

Replies to routine emails without waiting for a free person
Leaves unusual or sensitive messages for your team
Uses the same approved answers as your other channels

$1,500 10–20 working days

Choose delivery and add to cart Ask an expert

Stack of envelopes with one opened by a brass letter opener, routine email answered by an agent.

What it is

The Email Channel Add-on lets an AI agent you already run, or are buying now, read and reply to one shared inbox, such as support@ or hello@. It answers routine emails from its approved knowledge, leaves the rest for your team, and is tested with the parent product. You agree the leave-alone rules first.

Why businesses buy it

Slow email replies cost more than they appear to. Customers chase, open duplicate threads and sometimes buy elsewhere while they wait. Your team spends hours typing answers that already exist. Letting your existing agent handle the routine messages clears the queue and gives people time for the emails that need judgment. The written scope fixes what it does: one shared inbox, replies from approved knowledge, clear rules for what it leaves alone, and testing with the parent product before it sends anything.

Problems this solves

The shared inbox fills with routine emails nobody wants to answer

The add-on lets your existing agent read and reply to one shared inbox, such as support@ or hello@. It answers routine emails from approved knowledge and leaves the rest for your team.

Emails sit unanswered overnight and over the weekend

The agent can reply to routine emails outside working hours from its approved knowledge. Customers get an answer to simple questions without waiting for Monday morning.

Sensitive emails should never get an automated reply

You agree the leave-alone rules before launch, such as complaints, legal topics or named senders. Those emails stay untouched for your team, and the setup is tested with the parent product.

Scope card SKU UPM-A0005

Email Channel Add-on

Everything this build includes, written down before you pay. Choose how you want it, own the code or license it yearly, then the delivery speed and any add-ons.

$1,500 one-time build price

What is included

Channel: As per the parent product
Integrations: As described in the add-on
Knowledge: As per the parent product
Workflows: Lets an existing agent read and reply to a shared inbox
Languages: As per the parent product
Testing: Tested together with the parent product
Revisions: 1 round
Handoff: Written handover report
Support: 14 days after launch

A good fit if

A shared inbox fills with the same questions your chat or phone agent already answers.

Your mail runs on Google Workspace or Microsoft 365 and an admin can grant access.

You want routine emails answered while anything unusual stays with a person.

You prefer one agent and one knowledge source across chat, phone and email.

Not the right fit if

You want incoming email sorted and turned into tasks, not answered. AI Email Triage sorts and routes the inbox.

You need full support across chat and email with ticket handling from scratch. The AI Customer Support Agent is built for that.

Your team wants drafts to edit rather than automatic replies. AI Email Drafting Agent writes drafts for people to send.

You want email answered inside a helpdesk such as Zendesk or Freshdesk. The Additional Helpdesk Integration connects the agent there instead.

How it works

We connect one shared inbox. Access comes from your Google Workspace or Microsoft 365 admin, within approved scopes.
Emails are read and understood. The agent works out what each sender wants from the subject, body and thread.
Routine emails get a reply. Answers come from the knowledge the parent agent already uses, in your sign-off.
Everything else is left for people. Emails outside the agreed scope are marked or left unread for your team, as you choose.
It is tested with the parent product. We send test emails, record each outcome and share the report with you.

What you provide within 72 hours

Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.

The order reference of the agent taking on email
The shared inbox address to connect
Admin consent for Google Workspace or Microsoft 365 access, shared securely in the way we agree at intake
Your email signature and any reply wording you already use
The types of email the agent must never answer
One person who approves the reply rules

The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.

Timeline

Start Inbox chosen, reply rules and exclusions agreed

Weeks 1–2 Inbox connected with approved access scopes

Week 2 Reply and leave-alone rules set up

Week 2 Test emails sent and outcomes recorded

Week 2 Your review and one revision round

Go-live Inbox live, walkthrough and handoff note delivered

Delivery options, in working days (Monday to Friday) from completed intake. They can extend because of national or public holidays, technical issues outside our control (such as platform outages, third-party changes, account approvals or access delays), or natural disasters and other events beyond our control. If a delay happens, we tell you in writing with a new date.
Option	Delivery time	Price
Standard	10–20 working days	$1,500

What you receive at handover

Your existing agent connected to one shared inbox to read and reply
Agreed leave-alone rules for emails the agent must not answer
A test report from testing with the parent product
Updated documentation, a handoff note and a short written walkthrough
14 days of support

Expected benefits and how to measure them

Can clear routine emails so the team focuses on the rest.
Helps customers get answers to simple questions outside office hours.
Makes it clear which emails always stay with a person.

Emails answered by the agent: Count replies sent by the agent each week from the inbox or agent logs, from launch onwards.
Inbox first reply time: Compare first reply times from your email or helpdesk reports for the month before and after launch.
Backlog at start of day: Note the number of unanswered emails each morning for two weeks before launch and two weeks after.

Before you start: Record your shared inbox volume, first reply time and morning backlog for two weeks. List the email types that should never get an automatic reply.

These are things to track, not promised results. Outcomes depend on your data, your team and your market.

Running costs

Email adds AI model usage for each message the agent reads or answers, billed to your own model accounts. Your Google Workspace or Microsoft 365 plan stays as it is and is paid to that provider. There is no per-email charge from us.

Ask about running costs

Custom requirements

If you need more than one inbox, different rules per sender domain, or attachments read and acted on, add a note at checkout. You receive a written Change Quote, and nothing extra starts until you accept it. Larger or bespoke projects go through the Custom AI request form instead.

Request a custom version

Keep it running

Email is covered by the parent product's maintenance, which grows in line with the add-on's price. New reply rules, sign-off changes and fresh answers come out of its monthly change hours.

Adds $75/mo to maintenance

Covered by the main product's maintenance, which grows by this amount.

How maintenance works

How this compares

	Do it yourself with a SaaS tool	Hire a custom agency	Upmark Labs
Price	An email automation tool bills monthly per user	An agency quotes an email project	Ours is one fixed price, shown before you buy
Answers	Rules and templates you write and maintain	Built to the brief	Ours reuses your agent's approved knowledge
What it leaves alone	Set by you, in the tool	Depends on the brief	Ours follows exclusions you agree before launch
Testing	Left to you	Set per project	Ours sends test emails and reports outcomes

Questions about this product

Which inbox can the email channel connect to?

One shared inbox on Google Workspace or Microsoft 365, such as support@ or info@. Your admin grants access within approved scopes during intake. Personal mailboxes are not the intended use. If you need a second shared inbox, it can be quoted as a Change Quote.

Will it reply to every email in the inbox?

No. It replies only to the types of email agreed during intake, using the parent agent's approved knowledge. Complaints, legal matters, or anything you list as off limits are left for your team. You set those exclusions before launch and see them tested.

Can I review email replies before they go out?

Yes, if you want that. Replies can be held for a person to approve rather than sent straight away. The Approval Workflow Layer adds human approval before selected actions, and it can be bought with this channel. Without it, approved reply types are sent automatically.

How soon can the agent start answering our shared inbox?

As soon as the add-on passes testing with its parent product. It follows the delivery speed you chose for that product, and faster speeds are available with a fixed date shown before you pay. Before it sends a single reply, we run test emails through the inbox and agree the leave-alone rules with you.

Does the agent write in our usual email style?

It uses the signature and reply wording you provide during intake, and its answers come from the same approved knowledge as its other channels. For a deeper rework of tone and persona across every channel, the Custom Persona and Brand Voice Tuning add-on covers that.

Does email get answered when the main agent changes?

Yes. Because the email channel uses the same agent, an approved change to its knowledge updates email replies as well. You do not have to keep a separate set of email templates in step with the chat or phone answers, so the answers cannot drift apart between channels.