AI email support with your own SMTP and IMAP mailbox
AI email support uses business information to answer customer emails and gives cases that need a person a clear route.
Email as a support workflow
How the AI email reply assistant differs
A personal email assistant helps someone compose or organize messages. Customer support email automation has a different job: understand an incoming customer question in the context of the business, reply from approved business information when it can, and route the conversation to a person when it cannot.
momo retrieves relevant passages from your own knowledge, drafts a response, and checks that draft against those passages. When it is confident, the answer goes out with citations. When it is not confident, it tells the visitor it is not sure and opens a ticket for your team in the shared inbox. A teammate can take over the conversation in the shared inbox. After a human reply, the answer can be saved as approved knowledge through the Teach step.
That distinction matters when an email asks for an order update or a policy detail. A fluent-sounding guess is not enough. The team needs to know what information supports the answer and have a practical path to handle the exception. For a clear customer email reply, see the support email template guide.
Keep email answers grounded and reviewable
Automation can reduce repeated work, but a support team still needs to look after its knowledge and decide which cases need a person.
Answers cite sources
Confident responses go out with citations to passages from your business knowledge.
Uncertainty routes to people
Below its confidence line, the AI says it is not sure and opens a ticket in the shared inbox.
Knowledge can be taught
A human answer can be saved as approved knowledge through the Teach step.
Inbox included on every plan
The helpdesk inbox is included on every plan, including Free, and teammates can take over conversations.
Email support setup and workflow FAQs
Practical answers about connecting a mailbox and handling customer email.
What is the difference between an AI email reply assistant and AI email support, and can it write support emails?
An AI email reply assistant can help compose a message. AI email support handles incoming customer questions using the business's own knowledge, sends confident answers with citations, and routes questions it cannot answer to a human inbox. That makes it a support workflow rather than only a writing aid.
Can I connect my existing mailbox with custom SMTP and IMAP?
A mailbox connection uses IMAP to receive email and SMTP to send replies. The specific connection details depend on your mailbox setup; this page does not specify authentication methods, sync timing, or attachment behavior.
Does customer support email automation send replies automatically or create drafts?
momo retrieves passages from your business knowledge, drafts an answer, and checks it against those sources. If confident, the answer goes out with citations; if not, the customer is told it is not sure and a ticket is opened. This is not a promise that every incoming email receives an automated reply.
What happens when the AI cannot answer an incoming support email?
The customer is told that the AI is not sure, and a ticket is opened for your team in the shared inbox. A teammate can take over the conversation there. A useful human answer can then be saved as approved knowledge through the Teach step.
Can email conversations appear in the same shared inbox as other support channels?
Email conversations can be handled in the shared inbox, where teammates can take over cases that need a person. See how the shared inbox works and explore available integrations for connected support.
Start free and plan your mailbox connection
Start free, then review the email channel and mailbox details that fit your support workflow.