How to let the AI assistant answer your business e-mail
Customer e-mails to your address, such as info@yourbusiness.com, arrive as conversations in the Inbox, and the assistant answers them. Your mailbox keeps receiving every e-mail as before.
Connect your address
- 1
Enter the address
Go to Customer relations → Messages → Channels and, under E-mail, click Connect email address. Enter the Email address customers write to and, if you like, a Display name. Click Connect.
- 2
Forward a copy
In your mail provider, add a rule that forwards a copy of every incoming e-mail to Your TourTask ingest address. The wizard shows how for Google Workspace, Gmail, Microsoft 365 and cPanel, and says Forwarding verified once TourTask's test e-mail has come back through the rule.
- 3
Add the DNS record (recommended)
Where your domain's DNS is managed, add the TXT record the wizard shows (Host, Type and Value), then click Check DNS. Replies then go out from your own address; until then they come from a TourTask address with your business's name.
- 4
Switch it on
Choose who gets a Copy of AI replies and an Alert when a human is needed, and whether to Copy conversations to your mailbox. Switch on Enabled and click Done: a new address answers nothing until you do.
Make the rule "Redirect the message to" your ingest address. A Forward rule puts your own address in place of the customer's, so the assistant can't answer them, yet the forwarding still shows as verified.
Your address on the Channels page
Each connected address shows its state. Manage opens the wizard again.
| State | What it means |
|---|---|
| Waiting for forwarding | The forwarding rule isn't verified yet. Click Set up to finish. |
| Sends from TourTask address | Forwarding works. Replies come from a TourTask address with your business's name. |
| Sends as your address | The DNS record is in place. Replies come from your own address. |
| DNS record missing | The record can no longer be found. Replies come from the TourTask address until you restore it. |
What the assistant does with e-mail
- All e-mails from one customer form one conversation, so it answers with the whole history in mind.
- It writes proper e-mails, with a greeting, a sign-off and tables for prices or schedules, under your business's logo and name.
- It replies from the address the customer wrote to.
- It never answers out-of-office replies, newsletters, bounced e-mails or calendar invitations.
- It doesn't read attachments: the conversation holds the e-mail's text only.
Questions we get asked
Yes. The rule forwards a copy, and your mailbox keeps everything as before. With Copy conversations to your mailbox on, the replies are copied there too.
Yes. Each address is a channel of its own.
Switch off the address's Enabled switch on the Channels page. E-mails that arrive while it is off aren't answered or shown in the Inbox, not even later; they stay in your mailbox.