The My AskAI Email Assistant brings your AI agent directly into your email support workflow. Rather than customers waiting hours for a reply, they receive an instant, knowledge-based response the moment their email arrives — not a generic “thanks for getting in touch” auto-reply, but a genuinely useful answer that addresses their question. For queries that can’t be answered, the assistant still responds to acknowledge receipt and invite the customer to reply with more detail, keeping them informed while your team picks up the thread.Documentation Index
Fetch the complete documentation index at: https://mintlify.com/arainey2022/myaskai-docs/llms.txt
Use this file to discover all available pages before exploring further.
The Email Assistant is designed for teams not currently using a helpdesk such as Zendesk, Intercom, Gorgias, HubSpot, or Freshdesk. If you already use one of these platforms, connect My AskAI directly to your helpdesk instead for richer functionality.
What the Email Assistant Does
- Reads incoming support emails and generates accurate, knowledge-based responses
- Sends replies directly on your behalf from your verified support email address
- Copies (cc) you on all AI replies so you can monitor responses and add clarification if needed
- Resolves an estimated 50–75% of customer queries that could be answered from your existing documentation
- Gracefully handles unanswerable emails by acknowledging the customer and inviting them to reply
The email assistant responds only to the first email in a thread. It does not have a back-and-forth conversation — if the customer replies again, you handle that response as a human agent.
Two Operating Modes
Manual Assist
You decide which emails the assistant answers. You receive a unique assistant email address — forward any email to it, and the assistant replies directly to the original sender and cc’s you. Best for: Inboxes used for multiple purposes (support, inbound leads, business development) where you don’t want the AI responding to everything.Autopilot
Emails forwarded to your support inbox are automatically handled by the assistant. You set up a forwarding rule in your email provider and the assistant replies to every inbound email — you’re cc’d on all replies. Best for: Dedicated support inboxes where the vast majority of incoming email is customer queries.How to Set Up the Email Assistant
Open the Email Assistant setup
Log in to your Dashboard and go to AI Agent Setup > Email Assistant. Scroll through the carousel and click Setup AI Email Assistant.
Test your assistant (optional but recommended)
Click Test your email assistant and choose one of:
- Send an example email — My AskAI creates a sample customer email for you to submit
- Forward an email — copy your assistant’s unique email address and forward a real customer email (it won’t reply to the customer during setup)
Add and verify your support email address
Enter your support email address (e.g.
support@yourcompany.com) — you must own and have access to this inbox. Set your inbox display name (the name customers see in their inbox, e.g. “Acme Support Team”), then click Send verification email.Check your support inbox for an email from Postmark Support asking you to “Confirm Sender Signature”. Click the confirmation link — this proves you own the inbox. Return to My AskAI and click I’ve completed verification.Choose your mode
Select either Manual Assist or Autopilot based on how your inbox is used.
If you chose Manual Assist:
Click Forward a test email. An email will be pre-composed for you — send it as-is. My AskAI will verify it can receive the forwarded email and reply on your behalf. Your setup is complete. Share the assistant’s email address with your team so they know how to forward queries.If you chose Autopilot:
Set up a forwarding rule in your email provider to forward all incoming emails to your assistant’s unique email address. See the Gmail and Outlook instructions below. Once the forwarding rule is active, click Send test email to verify the forwarding is working correctly.Setting Up Email Forwarding
Gmail Forwarding
- Open Gmail Settings (⚙️) and go to Forwarding and POP/IMAP
- Click Add a forwarding address and enter your My AskAI assistant email (found under AI Agent Setup > Email Assistant)
- Complete the Gmail verification step to confirm the forwarding address
- Choose to forward all incoming mail, or set up a filter to forward only specific emails
support@yourcompany.com), and choose Forward to your assistant’s address.
Outlook Forwarding
- Open Outlook Settings (⚙️) and go to Mail > Forwarding
- Toggle Enable forwarding to on
- Enter your My AskAI assistant email address
- Click Save
Configuring Which Emails the Assistant Handles
Under AI Agent Setup > Email Assistant > Advanced Settings, you can prevent the assistant from replying to certain emails:- Blocked email addresses or domains — exclude specific senders (e.g. your own team’s domain, a vendor’s address) or root domains (e.g.
@yourcompany.com) - Blocked phrases or keywords — prevent responses to automated messages that contain phrases like “Out of office”, “Do not reply”, or “Delivery failure”
Customising the Email Template
Under Advanced Settings you can set:- Introductory message — the opening line of every assistant reply. Default: “Thanks for getting in touch. Our AI support assistant has answered your questions below.”
- Footer / ending message — the closing line. Default: “Please reply to this email if this didn’t answer your question(s) or if you need further help from someone in our team.”