Support emails,
answered in the thread.
AI email support means an AI agent reads each customer email, replies in the same thread from your support address, and passes anything it can’t settle to a person. Dazza reads mail forwarded from Gmail, Outlook or any provider, drafts or sends replies from your own knowledge, runs the workflows that don’t need a button, and keeps every thread in one inbox with your chats.
A full inbox.
Mostly the same ten emails.
Support email is where questions go to wait. The same few questions arrive in long threads, mixed in with auto-replies and newsletters.
The status email
Hi, I ordered last week and haven’t heard anything.
Needs a lookup, a check that it’s really them and a friendly reply.
LOOKUPSThe answer that’s on your site
What are your opening hours over Christmas?
Quick to answer, but it still sits in the queue behind everything else.
ANSWERSThe long thread
RE: RE: RE: still waiting on my refund
Context buried in quoted replies and signatures, and an unhappy customer at the end of it.
HANDOVERYour inbox,
handled carefully.
Forward your support address and choose how much Dazza sends by itself. Email is on Growth and above.
Forwarding, not migrating
Forward from Gmail, Outlook, a Google group or any mail rule. Customers keep emailing the address they know.
Observe, Draft or Auto
Watch what it would say, approve every reply, or let it send up to a daily limit and hand over the rest.
Replies from your address
Add DKIM, SPF and a verification record, and replies come from support@yourbusiness.com in the same thread.
Only what’s new
Quoted history and signatures are left out. Out-of-office replies, bounces and mailing lists are noted and not answered.
Check an order TEMPLATE
Runs by email too: a sender whose domain vouches for them counts as verified, so order checks need no code.
Attachments
Dazza reads the photos and PDFs customers attach, and skips the small pictures in signatures. Other files are listed by name.
Workflows that
work by email.
Email has no buttons, so Dazza only uses workflows there that don’t need one: nothing that waits for the customer to press Confirm, and no Share a link. Lookups like Check an order run for senders whose domain vouches for them. Turn Confirm off on any other workflow you want Dazza to use by email.
- Lookups for verified senders
- Requests without a Confirm step
- Everything else handed to your team
Careful with
your good name.
Email goes out under your brand. These guard rails are on from the start.
A person presses send
In Draft mode, Dazza writes every reply and a person sends it from the inbox, as it is or edited. Move to Auto when you trust it.
DRAFT MODEA daily limit
In Auto, Dazza sends up to the limit you set in 24 hours. Past it, replies wait as drafts for your team.
AUTO MODENever talks to itself
Mail from your own address or Dazza’s is never answered, and auto-replies, bounces and bulk mail are left alone, so there are no loops.
ALWAYS ONOne email.
One good reply.
In this example, a customer emails your support address. Dazza checks the order and drafts the reply in the same thread, and a person sends it.
- Jamie · Order 2048: Hi, I ordered a linen shirt last week and haven’t had a dispatch email. Order 2048. Thanks, Jamie
- Dazza · draft reply: Hi Jamie, order 2048 left our warehouse yesterday with DPD and is due on Thursday between 9am and 1pm. You can follow it here: https://track.example/2048. If anything changes, just reply to this email.
- Your team: Sam reads the draft and presses Send. It goes from support@hollis.co, threaded under Jamie’s email, with your signature added.
Behind the scenes
- The email arrives through your forwarding rule. Dazza threads it, and leaves out quoted history and the signature.
- Jamie’s email passes DMARC, so Jamie counts as a verified sender and Check an order can run without a code.
- Your system replies with the status, and Dazza writes the reply in your tone, with a greeting and no sign-off: your signature is added for you.
- In Draft mode the reply waits for a person. The delivery is tracked, and a bounce would bring the thread back to the team.
Answering email
by this afternoon.
You need access to your mail settings, and your DNS if you want replies from your own address.
Find your address
Settings → Email shows your Dazza address, such as hollis@dazza.io.
Forward your mail
Forward your support address from Gmail, Outlook, a group or a mail rule. Settings shows Receiving when the first email arrives.
Start in Draft
Every reply waits for a person. Read a week of drafts, fix any gaps in Knowledge, then try Auto with a daily limit.
Send as yourself
Add the DNS records shown in Settings so replies come from your own address, in the same thread.
Do we need to change email provider or help desk?
No. Keep Gmail, Outlook or whatever you use, and forward your support address to Dazza. Customers keep emailing you exactly as before.
Can it reply from support@ourcompany.com?
Yes, once you add the DKIM, SPF and verification records Dazza shows you. Until then, replies come from your Dazza address. Free Gmail and Outlook.com addresses can’t be used, because their DNS can’t be changed.
Does each email count as a conversation?
No. One thread is one conversation, however many emails it takes. Out-of-office replies, bounces and bulk mail Dazza ignores don’t count at all.
Will it answer out-of-office replies and newsletters?
No. Automatic replies, bounces and mailing lists are noted in the conversation and left alone.
Can it read attachments?
Yes, photos and PDFs. Dazza looks at them before it replies, and your team sees them in the inbox. Small pictures in signatures are skipped, and other files, such as Word documents, are listed by name.
Which plans include email?
Growth and above, with replies from your own address and delivery tracking. See pricing.