Every email in the right place.
Incoming emails, replies, and follow-up questions all stay in a single conversation. You can see the status and who is responsible, so colleagues know what still needs to be done.
ARCHIE HELPS · MAILGENIUS
From customer emails to optimal service.
Manage customer emails from a single inbox. MailGenius keeps conversations organized and provides AI-powered response suggestions, resources, and translations. Your team reviews and sends the emails.
- One call, one point of contact
- AI suggestions with source citations
- Overview of Response Times and SLAs
Part of Archie Helps. AI support for your team's emails.
Archie HelpsMailGenius
Shared Inbox
Which customer email needs attention?
View the request, status, and person in charge for each call.
Report a ReturnNew customer email · Not yet assigned
OpenQuestion about an invoiceAssigned to an employee
PendingChange AddressReply sent
Waiting for a customerOne status and one owner per call.
Incoming customer email
I want to return an item. How does that work?
Dear Customer, you can request a return using our return form. Please include your order number and the item you wish to return. You will then receive instructions on how to proceed.
Return ProcedureYour employee will check the answer.
Conversation and History
From the first email from a customer to completion.
Answers and follow-up questions remain in the same conversation.
- 01Call Assigned
The person in charge is visible.
- 02Reply Sent
Shipping activities are recorded in the history.
- 03Waiting for a customer
The current status remains on the screen.
Proactive follow-up, even after sending the message.
Illustrative examples. The answers depend on your own Knowledge, processes, and structure.
Relatable in Customer ServiceWho will handle this email?
Who will handle this email?
And what is the correct answer?
A full inbox calls for a clear overview. Who is handling the inquiry, what information is needed, and has a response already been sent? MailGenius brings all those steps together.
A proposal as a starting point.
AI helps draft a response. With source citations and a reliability rating, the employee can evaluate and supplement the draft in a targeted manner.
Grip until after sending.
Track response times, SLAs, and shipping statuses. Sending a reply is just one step; keeping track of the entire conversation makes follow-up clearer.
How MailGenius Works
From the moment you walk in to a thoughtful response.
MailGenius helps your team with their daily email tasks—from assigning new inquiries to reviewing responses and tracking follow-up actions.
Consolidate customer emails.
Collect incoming emails in a shared inbox. Handle a conversation yourself or assign it to a colleague. Replies and follow-up questions stay together, with a single status and a single person responsible.
Evaluate the AI proposal.
Review the suggested response and the sources used. Check whether the content matches the customer's inquiry, edit it as needed, and use a translation if that helps. The agent decides which response to send.
Keep track of the follow-up.
Track the status of the conversation, response times, and SLAs. See if a message has been sent and what the next step is. Completed conversations are intentionally reopened so that the status remains meaningful.
What will the employee's role continue to be?
The employee reviews the AI-generated response, verifies the sources, and revises the answer as needed. A reliability indicator helps with this assessment, but does not replace a substantive review.
How do coworkers stay on top of things?
Every conversation has an assignee and a status. Conversations remain unread until someone opens them. This way, you work from a shared overview, and the team can see which questions still need attention.
Designed for collaborative email workRespond promptly.
Respond promptly.
Stay vigilant.
In addition to assistance with the response, your team needs control over drafts, attachments, and follow-up. These are all part of the same workflow.
Concepts that remain with the team.
Collaborate on responses from the shared inbox. An edit lock helps prevent colleagues from overwriting each other's changes.
With attention to the content and attachments.
Edit and translate the proposal, and review the attachments before sending it. Citations help clarify which information contributes to the response.
It's clear what happened.
View assignments, status changes, and shipping activities in the timeline. Failed or uncertain deliveries are flagged so they can be addressed.
Integrates with your email system.
MailGenius supports Microsoft 365 and IMAP, including the handling of attachments. Together, we'll determine which mailboxes, access rights, and team arrangements are needed for your setup.
Microsoft 365IMAPAttachments
The same knowledge behind your answers. Connect email support to Archie’s managed Knowledge service from Archie. That way, your own information serves as the starting point for the agent.
Explore the AI Knowledge BaseArchie in Action · Simyo
Simyo makes knowledge accessible to employees.
At Simyo, information that was scattered or stored only in people’s heads has been consolidated into Archie. With Q&A support, employees can find relevant knowledge and work instructions during customer interactions. Read how Simyo Knowledge and Agent Assist in its day-to-day customer service operations.
Read the Simyo case studyGood to KnowYour questions.
Your questions.
Clearly answered.
From the shared inbox to responding to customers. Here’s what you need to know before you get started.
What is MailGenius?
MailGenius helps customer service teams manage customer emails. It combines a shared inbox with conversation ownership, AI-powered response suggestions, source references, translation, and follow-up insights. It is part of Archie Helps.
Does MailGenius send replies on its own?
This approach centers on AI support for employees. Archie suggests a response; the employee reviews, edits, and sends it. This leaves room to tailor the content and tone to the customer’s situation.
Can multiple coworkers use the same inbox?
Yes. Teams work from a shared inbox and can assign conversations to one another. Each conversation has one person in charge and one status. When editing shared drafts, a lock helps prevent changes from being overwritten.
Which email environments are supported?
MailGenius supports Microsoft 365 and IMAP. It can also handle attachments. We tailor the setup to your mailboxes, access rights, and team processes, so it’s clear what you need to get started.
Can our team respond in multiple languages?
MailGenius helps employees translate their replies. The application is also available in German, French, Spanish, Italian, and Turkish. Employees can review and edit the translated draft before sending it.
How can we keep follow-up questions and statuses organized?
Incoming emails, replies, and follow-up questions are consolidated into a single conversation. Your team uses statuses such as Open, In Progress, Waiting for Customer, and Closed. Closed conversations can be reopened by taking a specific action.
Can we monitor response times and SLAs?
Yes. MailGenius gives your team insight into response times, SLAs, and send statuses. In the conversation history, you can track assignments, status changes, and send activities, among other things. This ensures that open questions and potential issues remain visible.
How much does MailGenius cost, and how do we get started?
First, we’ll review your email volume, teams, mailboxes, and workflows. In a personalized demo, we’ll outline the specific setup you’re looking for. Based on that, we’ll discuss the approach, costs, and timeline.
Make it personal
More attention to every customer email.
Bring along a few typical customer emails. Work with an Archie expert to discover how MailGenius fits with your inbox, workflow, and response style.
Your practice as a starting point. Together with an Archie expert.