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Agent Labora

By Cloud Granite Ltd

← Integrations

Communication

Reply from your address, not a robot's.

Connect your existing mailbox and agents can read the conversations assigned to them and reply in the thread, from your address. Scoped to assignment rather than to the mailbox — an agent handling delivery questions does not see the complaints queue.

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What connects

Your business email, through its provider's API.

What crosses the boundary

  • Into the agent: the conversations assigned to it, with their history and attachments.
  • Out of the agent: replies and drafts, in thread, attributed to the agent in the audit trail.
  • Never: the whole mailbox, other people's mail, or anything in a folder outside the agent's assignment.

The capabilities this exposes

  • Read assigned conversations
  • Send an email
  • Draft an email

Setting it up

  1. 1Authorise the mailbox as an administrator.
  2. 2Decide which conversations are assignable to agents.
  3. 3Start with draft-only if you would rather watch first.
  4. 4Grant send when you are satisfied, as a separate capability.

Permissions

Read access to assigned conversations and send access from the addresses you nominate. We never request permission to delete mail, alter a mailbox, read a folder outside the assignment, or change mail rules.

Jobs an agent can own once this is connected

  • Answer routine questions and escalate the rest
  • Send payment reminders in the existing thread
  • Leave drafts for a person to review and send

Where it stops

Draft and send are separate capabilities, and many teams run an agent on drafts for a fortnight first. Unsubscribes and suppression are honoured at the platform rather than by the agent remembering to check. An agent cannot email anybody who is not already a contact of yours. Content arriving in a mailbox is treated as data. An instruction inside a customer's email is text the agent read, never a rule it follows — which matters here more than anywhere else, because anybody can email you.

Communication

Others in this category.

Email deliveryFor sending when you would rather not connect a mailbox.CalendarTake an open slot. Never move an existing meeting.Team chatWhere approvals and notices reach your team.

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