Using the Email Agent
Where processed emails appear
Once an incoming email has been matched automatically, open the relevant dossier — the email appears as a new history line, together with any attachments it contained. No further action is required from you.
If the AI agent decided a follow-up was needed, a new task will also appear for the responsible person, describing what needs to happen.
Handling emails that need manual attention
Not every email can be matched automatically — for example, if the sender's email address is not known, or is shared by more than one contact. These emails are placed in a queue instead of being guessed onto the wrong dossier.
To review this queue:
- Open the Dossier Setup and choose Incoming Email Setup, then Incoming Emails.
- Each entry shows the sender, subject, received date and its current status, for example:
- Contact not found — no contact has this sender's email address.
- Multiple contacts found — more than one contact shares this email address.
- Dossier not found — the contact was found, but has no dossier yet.
- Error — something unexpected went wrong; an error message is shown.
For any entry that needs attention:
| Action | What it does |
|---|---|
| Select Contact | Look up and assign the correct contact yourself. The most recent dossier for that contact is then found automatically. |
| Select Dossier | Assign a specific dossier directly. |
| Retry / Process | Try again, using the contact and dossier you just selected (or after an error has been fixed). |
| Open Dossier | Jump straight to the dossier the email is linked to. |
| Ignore | Mark the entry as not requiring any further action. |
Good to know
- The same email is never added to a dossier twice, even if it is picked up again by the mailbox check.
- An email with several attachments has all of them added to the dossier, not just the first one.
- The AI agent only ever creates one task per email, and only when the required information (who should act, and what needs to happen) is actually available. It will not invent a contact, dossier, category or responsible employee.
See also: What is the Email Agent · Troubleshooting · FAQ