Forward your support mailbox to your workspace's inbound address: customer emails land in the inbox and replies stay in the same email thread.
Your inbound address
Each workspace has one fixed inbound address, shown on the Email support (邮件客服) card in Settings (设置) → Channels (渠道). It looks like this:
s7k2m9x4p8q3a@askpurser.comIt is created the first time you open that card and does not change afterwards.
Forward your support mailbox
In the mailbox you use today (for example support@your-domain), set up automatic forwarding to the address above. Customers keep writing to your usual support address, and every email arrives in the purser inbox.
Some email providers send a confirmation email to the forwarding address before they turn forwarding on. That email shows up as a new conversation in the inbox; open it and follow the link or code inside to confirm.
Incoming email
- A new email starts a new conversation. When a customer replies to an email we sent, the reply goes back into the same conversation.
- Quoted history (everything after "On … wrote:" and similar separators, and lines starting with
>) is removed, so only the new text remains. - Only the body text comes in for now; attachments do not reach the inbox. Emails larger than 2 MB are rejected.
- Automatic email (out-of-office replies and other mail marked as automatic) is recorded but never answered. More than 5 emails in one conversation within 10 minutes are also recorded but not answered, to stop loops with other automated senders.
- Mail that isn't from a customer is set aside: newsletters and marketing (with an unsubscribe link), system and platform notifications (no-reply senders, Shopify, PayPal and similar), and auto-replies that arrive on their own go to the inbox's Not customers view, closed: no AI, not counted as an AI conversation, and not in your waiting counts. Open one and click It's a customer: move back to turn it into a ticket for a person. Buyer messages relayed by Amazon, eBay and similar marketplaces are treated as customers as usual; Amazon's get special handling, see Amazon buyer messages.
- An email address does not prove who someone is, so email customers are treated as anonymous: the AI does not reveal any order details.
Replies you send
- They are sent from your workspace's inbound address, with your workspace name as the sender name, as plain text ending with "— your workspace name". Customers see the sending address as
…@askpurser.com, not your original support address. - The subject is "Re: original subject", with the headers email clients use for threading, so the reply lands in the same thread. The reply-to address also carries the conversation, so a customer's answer comes back to the same conversation even if their email client drops the threading headers.
- Every reply the AI sends on its own ends with one line, in the customer's language, saying it is the AI assistant and that the customer can ask for a person at any time. Replies from your team (including AI drafts a person approved) do not.
Handing over to a person
Email is not live chat. Handing over puts the conversation in the waiting-for-a-reply state instead of a live queue, and the customer gets one acknowledgement email: during your opening hours it says someone will reply as soon as possible; outside them it says roughly when someone will reply. It is sent once per wait.
Bounces
When an email we sent bounces, the conversation shows a note like "发给 … 的邮件被退回：reason" (the email to … bounced: reason), and the conversation moves to waiting for a person so you can reach the customer another way.
Plans
| Plan | Email channel |
|---|---|
| Free | Emails still reach the inbox and your team replies; the AI does not draft or reply |
| Starter, Growth, Scale | The AI follows your AI autonomy settings: by default it drafts and a person reviews before sending |
| Test workspace | Not available; connect it to a real workspace |
See AI autonomy and Billing.
In-app support page
Open the same AI support chat window inside your iOS, Android, React Native or Flutter app with a WebView.
Amazon buyer messages
Bring the buyer messages Amazon relays into purser: the AI and your team reply from the inbox, replies go back to the buyer through Amazon, and Amazon's messaging rules are enforced.