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Documentation Index

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Your AI receptionist can answer customer emails using the same knowledge base and personality it uses on phone calls and text messages. Customers email your AI address, and the AI sends a helpful reply that lands in their normal inbox — no login required, no special app.

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How It Works

The customer sees replies from your business email address in their normal inbox (Gmail, Outlook, Apple Mail, etc). They reply as they would to any email. The conversation continues naturally.

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Setup

1

Go to AI Config

Navigate to AI Config in the sidebar, or go to app.closethecall.com/ai-config.
2

Find the AI Email Replies card

Scroll to the AI Email Replies section.
3

Toggle it ON

Flip the switch to enable AI email replies.
4

Copy your AI email address

Your unique address is auto-generated: enquiries@yourslug.closethecall.com. Copy it.
5

Put it on your website

Add this email address to your website’s contact page, footer, or “Email Us” button. Customers who email it will get AI-powered replies.

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The Settings Card

+----------------------------------------------------------+
| AI Email Replies                                    [ON] |
|                                                          |
| Your AI email address:                                   |
| enquiries@fasttrack-repairs.closethecall.com   [Copy]    |
|                                                          |
| Put this address on your website. Customers who email    |
| it will get AI-powered replies using your knowledge      |
| base.                                                    |
|                                                          |
| All email conversations appear in your Conversations     |
| page alongside SMS and WhatsApp.                         |
+----------------------------------------------------------+

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What the AI Can Do via Email

The AI uses the same capabilities as phone and text:
CapabilityExample
Answer FAQs”What are your opening hours?” — AI replies with your hours from the knowledge base.
Give price ranges”How much for a rewire?” — AI responds with your configured pricing range and disclaimer.
Book appointments”Can I book for next Tuesday?” — AI checks availability and books the slot.
Capture leadsCustomer provides name, phone, or describes a job — AI creates a lead in your dashboard.
Escalate to you”I need to speak to someone about a complaint” — AI escalates and you’re notified.

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Safety Features

AI email replies include multiple safeguards to prevent spam, loops, and unwanted behaviour.

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Anti-Spam Filters

The AI ignores emails from:
  • noreply@ addresses
  • Newsletter senders and mailing lists
  • Auto-reply and out-of-office messages
  • Bounce notifications and delivery status messages
  • Addresses flagged as spam by the email provider

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Anti-Loop Protection

Email loops (where two auto-responders keep replying to each other) are prevented by three mechanisms:
ProtectionRule
Per-sender rate limitMaximum 1 AI reply per email address per hour.
Per-thread limitMaximum 3 AI replies per email thread. After that, the conversation is escalated to you.
Header detectionThe AI checks for auto-reply headers (X-Auto-Response-Suppress, Auto-Submitted) and skips them.

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Escalation

If the AI cannot confidently answer an email, it escalates to you rather than sending a bad reply. You receive:
  • An SMS alert: “Customer email needs your attention”
  • An email with a link to the conversation in your dashboard
The customer does not receive a reply until you respond manually or hand it back to the AI.

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Where Customers See Replies

Replies come from your business email address and land in the customer’s normal inbox. There is nothing special about the experience from the customer’s perspective — it looks and feels like emailing a real person.
  • Gmail users see it in their inbox
  • Outlook users see it in their inbox
  • Apple Mail users see it in their inbox
  • Thread grouping works normally (replies stay in the same thread)

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Where You See Conversations

All email conversations appear in your Conversations page alongside SMS, WhatsApp, and Web Chat. Filter by Email to see only email threads. You can:
  • Read the full thread
  • Take over and reply manually (human takeover)
  • Escalate to a team member
  • View the customer’s lead profile in the right panel
Not yet. The AI email address uses the closethecall.com domain. Custom domain support is on the roadmap.
No. It skips auto-replies, newsletters, noreply addresses, and spam. It also respects rate limits (1 reply per sender per hour, 3 per thread) to prevent loops.
Open the conversation in your dashboard and type your reply. This triggers human takeover — the AI pauses auto-replies for that thread. Click Resume AI when you’re done.
Yes. If the customer provides their name, phone, or describes a service they need, a lead is created automatically — just like with phone calls and SMS.