Add an AI chatbot to your support email

Email is where support goes to pile up. Customers write to support@yourdomain.com, the shared inbox fills faster than anyone can clear it, and response times slip while the same questions repeat.

Evoriqa fixes that without taking the human out of the loop. Every inbound email lands in one shared inbox, flagged for a human the moment it arrives, with a desktop alert on arrival and an AI copilot one click away that drafts the reply from your knowledge base. Your teammate reviews the draft, edits anything that needs a person, and sends. The reply lands back in the customer's mailbox under your From name.

What you'll need

• A Evoriqa workspace (create one free, no credit card)
• A trained chatbot whose knowledge the copilot can draft from
• Admin access to your mail provider (Google Workspace or Microsoft 365) for your support address

Step 1: Train your agent first

Before you connect email, give the copilot something to draft with. Crawl your site, upload your docs and policies, and add the FAQs you already get every day. A grounded knowledge base means suggested replies cite real sources instead of guessing, and the copilot flags what it can’t answer so a person picks it up. See the training guide for the full process.

Step 2: Connect the Email channel in Evoriqa

In Evoriqa, open your chatbot and go to its Channels tab, then pick Email. Channels are set per chatbot, so the mail flows to the agent whose knowledge you just trained.

Set the optional From name your customers will see on replies, for example ‘Acme Support’. This is what shows in their inbox, so replies read as your brand, not ours.

Click Connect Email. Evoriqa shows you a hosted forwarding address, in the form ch-<channel id>@<ingest domain>. That address is where you point your support mailbox. Keep it open for the next step.

Step 3: Forward your support address to Evoriqa

Now point your existing support address, like support@yourdomain.com, at the hosted address Evoriqa gave you. You’re not migrating your mailbox, just auto-forwarding a copy of inbound mail into your shared inbox. A mailbox can only forward to an email address, which is exactly why the hosted address exists.

Google Workspace

For a single mailbox, open Gmail on that account and go to Settings → Forwarding and POP/IMAP, add the Evoriqa address as a forwarding address, and set incoming mail to forward to it. Gmail sends a confirmation email to prove you own the destination, and that confirmation lands right in your Evoriqa inbox as a conversation, so you can grab the link and confirm without leaving the app.

To route mail for the whole team, an admin can instead add a routing rule in the Admin console under Apps → Google Workspace → Gmail → Routing, forwarding messages for your support address to the Evoriqa address.

Microsoft 365

An admin can create an Exchange mail flow rule in the Exchange admin center that redirects messages sent to your support address to the Evoriqa address. For a single shared mailbox, you can instead turn on mailbox forwarding in the mailbox’s settings and point it at the same address.

Whichever route you take, keep the setting named here rather than chasing the exact menu path, since these consoles move things around. For an advanced setup, each channel also exposes a raw JSON inbound webhook you can post mail to directly.

Step 4: Send a test email and watch it arrive

Send a real email to your support address from an outside account. Within moments it lands in your shared inbox as a new conversation, tagged Email, flagged as needing a human, and dropped into the wait queue with its true arrival time. If you’ve turned on desktop alerts, one fires the moment it shows up.

Open the conversation and hit Suggest. The AI copilot drafts a grounded reply from your knowledge base right in the composer. Edit anything you want, hit send, and it goes back out to the customer under your From name.

How replies thread back into the conversation

Reply from the shared inbox and the message goes out under your From name, on the same subject line, with the earlier messages quoted underneath — a normal email, not a ticket reference to decode. When the customer writes back, their reply lands on the same conversation instead of opening a new one, so a five-message exchange stays one thread rather than five loose emails down the list. The copilot drafts against that whole exchange, and whoever picks it up next has the full history in one place.

What happens to attachments

Customers attach things — a screenshot, a receipt, a PDF of the order — and those files arrive with the message for the reviewing teammate to open. Worth knowing: the copilot drafts from your knowledge base, not from the attachment, so a suggested reply won't quote what's inside a PDF someone sent. Reading that file is the person's job. Large attachments can also be stripped by the sending server, so if a customer says they attached something you can't see, ask them to resend it as a link.

When a reply could go to the wrong place

Email is messier than a chat widget. A few situations are worth recognizing.

Replies landing in spam are almost always about domain authentication. If a customer finds your reply in junk, confirm the domain you send as has SPF, DKIM, and an aligned DMARC record, so receiving servers can see the mail is really from you.

A reply to an internal forward is another trap. If a teammate forwards a customer email into your support address, the conversation can read the forwarder as the customer, so a reply would reach your colleague, not the person who wrote in. Check who the conversation is with before you send.

A thread with several people needs a call on who the reply is for. When a customer CCs a colleague, set the recipients on the draft before you send.

Draft for a human, or answer on its own

Email defaults to human-first on purpose. Every inbound email is flagged for a teammate, the copilot drafts with Suggest, and a person approves before anything leaves, which fits email, where the account-specific, it's-complicated questions land. The channels built to answer on their own take the opposite posture: the web widget, voice line, and your chat channels reply grounded without a person in the loop. Human handoff covers the reverse, pulling someone into an automatic channel the moment a conversation needs one. Pick per channel.

Take it further

• The inbox updates live as mail arrives: new conversations surface in the list and the notification bell the moment they land, no refresh needed
• Repeat customers merge into one contact timeline, so you see their whole history across every channel
• The copilot writes a handoff summary, so whoever picks up a thread has the context without reading it top to bottom
• Turn on desktop alerts per browser from the inbox header or under Settings → Notifications
• Add WhatsApp, Instagram, SMS, or Slack, and those chat channels answer with AI by default. Each has its own AI replies toggle to go human-first like email whenever you want, all in the same shared inbox
• Want more that answers on its own? The web widget on your site and a voice phone line reply instantly and grounded too, no human in the loop

One inbox, one knowledge base, one team answering wherever your customers write from. See the email channel page, or create your workspace free and point it at your support inbox.