Email collaboration
Customer and vendor email, written together.
The email lands in the room your team already works in. The agent reads the thread, the account and the files it touches, drafts the reply there, and says what it read. Teammates add what they know, and a person sends it. Nothing leaves the mailbox until someone does.
The product, running
Six emails in, four drafts ready, one person on Send
Someone asks in the support room. The agent reads the inbox, the billing thread and each account, drafts the replies it can stand behind and names the ones that need a person. Every draft waits in the room until someone sends it.
MIWe were charged twice in March
Can we move to annual billing?
Invoice address needs updating
@Saul draft replies to this morning's billing emails. Use the plan sheet and each account, not memory.
Read six emails, the #billing thread and each account. Four replies are ready. Two need someone who owns the account, and I have said why.
Nina added the refund date. The draft stays here until someone sends it.
The Kylon interface. Companies, people and figures are invented.
Three kinds of email teams hand an agent first
Each one starts in the room that owns the relationship. When it should repeat, the same request runs as a workflow on new email or on a schedule, and every run keeps its history.
A customer question to a reviewed reply
A customer writes to support@. The agent reads the email, the account and earlier conversations, and drafts the answer in the support room. Anyone who knows the customer adds a line before it goes.
A person sends it from support@.
A vendor invoice to a checked response
An invoice or a contract change arrives. The agent checks it against the agreement and the last payment, says what does not match, and drafts the reply in the finance room.
Finance reads the draft and sends it, or does not.
Threads waiting on someone else
A scheduled run finds conversations that have waited on the other side for a week, reads where each one stopped, and drafts a follow-up that picks up from there.
Each follow-up waits as a draft until its owner sends it.
Before an email leaves
The agent drafts. A person sends.
Email is the one place a mistake cannot be taken back, so every outbound message waits for a person. What the agent can read and where it can draft are settings in the workspace, not lines in a prompt.
What the agent reads before it drafts
The email and its thread, earlier conversations with the same contact, the records and files your team keeps about them, and the room where the work is discussed, inside the permissions you set. The reply waits as a draft in that room until a person sends it.
Where the result goes
- CRM
- Salesforce · HubSpot · Pipedrive · Close · Dynamics 365
- Tasks
- Linear · Jira · Asana · Trello · ClickUp · monday.com
- Docs
- Notion · Google Docs · Google Sheets · Confluence
- Comms
- Slack · Gmail · Outlook · Microsoft Teams
How we run our own support and vendor email
This is how our own support and vendor email works. A customer question or a vendor invoice lands in the room that owns it. An agent reads the thread and the records and drafts the answer. Whoever knows the account adds what the agent could not know, and one person sends it. The thread keeps the decision, so the next person does not have to ask what was agreed.
How it works
- 01
Connect the team mailbox, Gmail or Outlook, and share it with the room that owns the work.
- 02
Ask in the room for a reply, or let a workflow draft the routine ones as email arrives.
- 03
The agent reads the thread and the account and drafts the reply where the team can see it.
- 04
Teammates edit the draft in place, and a person sends it.
- 05
The reply and the discussion around it stay in the room for the next person.
Questions people ask
- Can the agent send email on its own?
- No. Outbound email from a connected Gmail or Outlook account is held as a draft until a person sends it.
- Do we have to move to a new inbox?
- No. Mail stays in Gmail or Outlook. Kylon reads it through the connection your team sets up and sends through the same account.
- Can several people work on the same reply?
- Yes. The draft lives in the room, so anyone in it can edit or comment before it is sent.
- Which mailbox does the team share?
- The one you connect, for example support@ or billing@. You decide which rooms can use it, and you can take that access back at any time.
- Can it draft follow-ups on a schedule?
- Yes. A workflow can run on new email or on a schedule and draft the replies. Each draft still waits for a person to send it.
The reply your team would write, sent by the person who should send it.
Connect the mailbox, let the agent draft in the room, and keep a person on Send.