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Watches a shared inbox, alerts the people you choose when a real enquiry lands, and leaves an AI-drafted first reply in the mailbox's Drafts — it never sends to the enquirer itself.
With your tenant connected, stage 2 shows the Lead routing card.
Choose the shared inbox enquiries land in, like info@yourdomain.com. If it is missing from the list, open 'Not in the list? Type it instead' and type the address.
Fill in 'Route leads to' with up to 10 comma-separated addresses. Every routed lead is mailed to the whole list.
With the box ticked, a suggested reply waits in the watched mailbox's Drafts folder for each routed lead. Nothing is sent to the enquirer without a person.
It goes live within a few hours, once the mailbox watch is registered — from then on, new leads route in seconds.
Each alert arrives with a subject starting [Lead — high], [Lead — normal] or [Lead — low], a short summary you can act on, the category, and the sender. Newsletters, receipts, and automated notifications are recognised and never routed.
Open the watched mailbox's Drafts folder, read the AI first draft, edit it in your own words, and send it yourself. The automation drafts replies; sending is always yours.
These are the real states you can hit, and they are not the same thing: an empty list, a read that failed, and a feature that is not built are shown differently in the app on purpose.
What it means: The live mailbox watch can occasionally miss a delivery. A catch-up sweep re-reads the last few hours of unread mail every 6 hours, so a missed lead still routes — late, not lost — as long as the message stays unread.
What to do: Leave enquiry mail unread until it routes, and check the row's health dot on the setup page.
What it means: The draft is written after the alert goes out and is best-effort — the alert says a draft 'will be waiting' for exactly this reason. The lead itself was routed.
What to do: Reply by hand this once. If drafts keep failing to appear, contact support.
What it means: Classification is AI judgement over the subject, sender, and preview, and it errs occasionally.
What to do: Tell support what it got wrong — the filtering is tuned from real examples.
What it means: No lead has routed and no catch-up sweep has recorded a run yet — normal in the first hours after adding it.
What to do: Send a test enquiry from an address outside your domain, or wait for the first sweep.
Steps last checked against the app on August 25, 2026. If a screen no longer matches this guide, tell us — a stale guide is a bug.