Sawy's email inbox gives an agent its own receiving address so customer emails land in the same dashboard as your calls and website chats. Each email becomes a conversation record and a lead, so nobody has to copy enquiries from a mailbox into a follow-up list. Replies are written and sent by your staff. The AI does not answer emails on its own and does not read attachments.
Why put email next to calls and chat
- One follow-up list. An email enquiry appears in Leads with the sender's address, any phone number or service Sawy can pick out of the message, and the full text, alongside leads from calls and chats.
- Shared visibility. Anyone with access to the dashboard can see what came in and whether it has been answered, instead of it sitting in one person's mailbox.
- Replies come back to the same place. Your reply goes out with the agent's inbox address as the reply-to, so the customer's answer returns to the inbox.
Example (illustrative)
Received in Email inbox:
From: jordan@example.com
Subject: Quote for office cleaning
Hi, we're a 12-person office in Midtown and need cleaning twice a week, ideally evenings. Can you send a quote? My number is 212-555-0139.
Sawy creates a conversation record and a lead with Jordan's email, the phone number from the message, and the text as the summary.
Staff reply, written in the inbox:
Hi Jordan, thanks for getting in touch. We do cover Midtown and offer evening visits. Could you tell us the approximate floor area so we can quote accurately? Or call us on 555-0100 and we can talk it through.
The email's status changes from received to reply queued to replied once the email provider accepts it. You can then set the lead's status and a follow-up time in Leads.
Set it up
- Enable incoming email on the agent and save. The agent's receiving address appears on the Email inbox page.
- Send a test enquiry from an outside mailbox. Check that it appears in Email inbox with the sender, subject and message, and that a lead was created.
- Send a test reply and confirm it arrives in the recipient's mailbox (check spam folders) and that replying to it comes back to the inbox.
- Decide how customers reach the address. Publish it on your website or contact page, or set your existing mailbox to forward enquiries to it, then repeat the test with that route.
- Check Notifications for delivery problems. Failed sends are retried a limited number of times; if the outcome is uncertain, the send is held for review instead of being repeated.
Limits
- No automatic replies. Every reply is a staff action. The AI does not draft or send emails.
- Attachments are not processed. Only the subject and text are stored. Ask customers to describe photos or documents, or handle those in your normal mailbox.
- Plain-text replies, with a limit on how many replies can be sent per hour.
- Delivery depends on your email setup. A verified sending domain and receiving configuration are required, so test before you advertise the address.
- Not a full helpdesk. There is no assignment, tagging or shared drafts. Use lead status, priority and notes to track work.
Related: website chat, lead capture and qualification, getting started.