Billing questions
When An email arrives and AI decides the customer is asking about billing, Intray applies billing, assigns Jonah Price, and drafts a reply for him to review.
What happens when a billing email arrives
- 1
The email arrives at billing
Mina writes about a double charge. Nobody has opened the thread yet.
- 2
The rule labels and assigns it
AI decides the email is about billing, so the rule adds the label and assigns Jonah.
- 3
A draft waits for Jonah
He chooses Edit & use, changes what he wants in the reply box, and sends it from billing.
AI drafts wait for review, and auto-replies send on their own
You choose the action for each rule. Use a draft when a person should read the reply first, and an auto-reply for a short note that is true at any hour.
- Draft a reply with AI
- The draft appears on the thread as Agent drafted a reply. A teammate edits it and sends it, or discards it.
- Send auto-reply
- The text you wrote goes to the customer from the shared address, with no review.
- Limits on auto-replies
- Intray skips an auto-reply to an automatic reply, and sends at most once per thread every 24 hours.
Rules without AI check the sender, the inbox address, the subject, or the body
Questions about AI rules
Intray never sends an AI draft on its own. A rule can draft a reply with AI, and the draft waits on the thread for a teammate to send. An auto-reply is the only action that sends right away.