Frequently Asked Questions

Does the Email Agent replace the standard Outlook email logging feature? No. It is a separate, independent process specifically for a shared mailbox that customers or contacts email directly — it does not require a unique email address per dossier and does not rely on manually logging email from Outlook.

What happens if two contacts share the same email address? The email is placed in the manual-processing queue with status Multiple contacts found rather than being linked to a randomly chosen contact. A colleague selects the correct contact by hand.

What counts as the "most recent" dossier for a contact? The dossier that was created most recently for that contact. If that rule doesn't fit a particular situation, select the correct dossier manually from the queue.

Can the same email end up on a dossier twice? No. Every email is uniquely identified, so if it is read again by mistake it is recognized and skipped.

Will the AI agent ever create a task with made-up information? No. If the information required to create a meaningful task (such as the contact, dossier, or responsible person) is not available, the agent does not create a task at all.

Can the AI agent change or delete an existing task? No, not unless explicitly asked to do so by a user in conversation. Its automatic behavior is limited to creating new tasks.

Do I need to configure the shared mailbox and the AI agent together? They can be enabled independently. Without the AI agent, incoming emails are still automatically added to dossiers — you simply won't get automatic follow-up tasks.

See also: What is the Email Agent · Troubleshooting