Email

Turn inbound support email into AI-drafted replies. Forward email to a Bookbag webhook and the agent answers from your knowledge, escalating to the Help Desk when needed.

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The email channel lets your agent handle support email the same way it handles chat. Inbound messages are forwarded to a Bookbag webhook, the agent reads the message and drafts a grounded reply, and conversations that need a person flow into your Help Desk.

Pairs with Help Desk

Email shines when combined with the Help Desk: routine questions get answered automatically, and anything the agent can't resolve becomes a ticket your team picks up. See Email settings.

How it works

1
Enable the Email channel
On the agent's Deploy tab, enable Email. This binds the channel to the agent.
2
Forward inbound mail to the webhook
Configure your mail provider to POST parsed inbound emails to your Bookbag email webhook. The channel card shows the exact URL.
3
The agent drafts a reply
Bookbag extracts the sender and message body, runs the agent, and produces a grounded answer with citations.
4
Route or send
The reply is sent via your configured mail provider, or the conversation opens a ticket in the Help Desk for a human, depending on your settings.

Inbound webhook

Email arrives through a provider-agnostic inbound webhook. Bookbag accepts a parsed-email payload and reads the sender, subject, and body:

curl -X POST https://app.bookbag.ai/channels/email/webhook \
  -H "Content-Type: application/json" \
  -d '{
    "from": "customer@example.com",
    "subject": "Where is my order?",
    "text": "Hi, I ordered last week and have not gotten a tracking number."
  }'

Use your provider's inbound parse

Most email providers offer an "inbound parse" or "inbound route" feature that POSTs incoming mail as JSON to a URL you choose. Point it at the email webhook URL from the channel card.

When the agent escalates

If retrieval finds nothing relevant, or the Escalate to a human action fires, the conversation lands in the Help Desk as a ticket instead of auto-replying. Your team can then take over with full context and the agent's draft reply ready to edit.

What's next

Email settings

Sending address, signatures, and auto-reply behavior.

Help Desk

The inbox where escalated email conversations live.

Escalate to a human

Hand off cleanly when the agent can't resolve it.

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