Automations
Configure automatic inbox replies
Choose the reply policy and agent for a specific project mailbox.
Before you begin
- Sign in to Eva and select the intended project.
- Use fictional records when practising; changes affect the selected business.
Starting screen: /dashboard/inbox
1. Select the mailbox
Open Inbox and choose the intended Current mailbox.
Expected result: The inbox represents the selected mapped mailbox.
Confirm it worked: Check its provider and address before changing automation.
2. Open automatic replies
Click Auto-reply settings.
Expected result: The Automatic email replies dialog appears.
Confirm it worked: The dialog applies to the current mailbox mapping.
3. Choose activation and agent
Set Auto reply and choose Auto-reply agent, such as Eva or an active eligible specialist.
Expected result: The dialog reflects the activation state and chosen agent.
Confirm it worked: Newly mapped mailboxes default to enabled Eva auto-reply; make an explicit opt-out if unwanted.
4. Save the settings
Click Save settings.
Expected result: The mailbox-specific policy is saved.
Confirm it worked: Reopen the dialog and confirm the chosen setting and agent.
5. Review the next verified event
For a subsequent eligible inbound message, review the draft or confirmation in Inbox and the agent’s native channel.
Expected result: Approve/propose modes retain a draft until Send; allowed verified replies record the provider-confirmed outcome.
Confirm it worked: Check success/failure and exact recipient; do not infer a reply from reconnect or historical sync.
Troubleshooting and alternatives
Explicit opt-out survives reconnect or resource resync. The verified changed-message trigger is required for automatic authorisation.
Automatic reply context is bounded to the thread, operating memory and an unambiguous matched customer. Failure can leave a recoverable draft.