A Drafted Reply.
Never an Auto-Send.
Billing questions land in one shared mailbox and sit there while someone works out which account the sender belongs to. The Email Assistant reads each inbound message, looks the sender up in your billing system, and writes a reply grounded in that account — then stops. A person reads it, edits it if they want, and clicks Send. Nothing leaves the mailbox without that click.
One Shared Mailbox, Connected Once
An admin connects your company's shared Microsoft Outlook mailbox through Microsoft Graph, and the access tokens are stored encrypted with AES-256-GCM. Outlook is the mail platform supported today — there is no Gmail or generic IMAP path.
Grounded in the Account, Not Improvised
A draft is written from exactly three things: the inbound email, the matched billing account record, and the business information your admins entered. It does not draw on your knowledge base, your call history, or the rest of the email thread — a narrower grounding set, deliberately, because it is the one you can audit.
Escalation Detected Before Drafting
Disputes, legal language, financial hardship, and threats to go to the media are detected up front. Those messages produce a deliberately empty draft and go to a person. The assistant declining to answer is the feature.
Identity Verification Step
When the sender is matched only by their email address, or when several accounts match it, the draft asks the customer to confirm who they are — and sending stays blocked on the server until someone resolves it. Account details are not narrated back to an unverified address.
The Send Button Is the Only Way Out
The assistant never sends on its own, and escalated or unverified drafts are hard-blocked server-side rather than merely hidden in the interface. There is no configuration that turns this into an autoresponder.
An Immutable Audit Log
Every draft created and every draft sent is written to an append-only log, recording who sent it and whether they sent it unchanged or edited it first, with a summary of what changed. Six months later you can show what the AI wrote and what the human actually sent.
What Admins Control
Admins customise the AI's instructions — the block that shapes tone and house style — while the grounding and the guardrails underneath stay fixed. Your office locations, phone numbers, business hours, billing portal URL, and email signature are entered once and appear in every draft.
Two sender filters ship switched off and can be turned on: one that routes messages carrying attachments straight to a human, and one that skips mail from payment processors, so machine traffic does not generate drafts nobody will send. A staleness sweep watches the queue and raises an alert when a draft has sat unsent for more than 24 hours — usually the first sign that a mailbox has quietly stopped being worked.
How It Fits with the Rest of the Platform
Email is one more channel held to the same standard as a call:
The assistant's instructions, the sender filters, and per-company enablement are all admin settings, in the same place your rubrics and thresholds live.
The same evidence discipline applied to calls: every finding — and here, every draft and every send — carries a record you can produce on request.
When you need the full picture on a customer, their call history and CSAT trend live here. The assistant deliberately does not read it when drafting.
Promises made on a call are captured and worked the same way an email is: raised automatically, closed by a person.
Who Benefits from the Email Assistant
For the Customer
Your billing question gets a same-day answer written against your actual account record — and if you are disputing something or in genuine hardship, it goes straight to a person instead of getting a polite paragraph from a machine.
For the Agent
You open a draft instead of a blank reply box, with the account already looked up. You still decide what goes out — edit it, rewrite it, or throw it away — but the ten minutes of lookup and typing are already done.
For the Business
A shared mailbox becomes a queue with a clock on it, an escalation path that fires before an AI answers something it should not, and an append-only record of every draft and every send with the human edits attached.
Related
Clear the Billing Inbox
Book a demo and we'll walk through the queue end to end — what gets drafted, what gets escalated to a person, and what the audit log looks like afterwards.
Request a DemoEnabled per company rather than by plan tier. Requires a shared Microsoft 365 mailbox; NISC iVUE is the billing system integrated today.