AI for a shared support inbox: triage contact@ and support@

Quick answer: With the shared mailbox connected, ask the assistant to triage it: what was already answered goes to Resolved, what waits on another team goes to Pending (alterar_status), and the rest gets a draft reply (salvar_rascunho). ler_email shows who on the team wrote each reply, so the assistant knows what has been handled.

Read and write
Checked on October 17, 2026

Who it is for

For teams of two to five people sharing contact@ or support@: the online store, the clinic, the small software company. Every day someone has to decide what belongs to whom and what was already answered.

The assistant does that first pass. Folder changes apply to everyone, because the mailbox is shared; drafts stay with whoever asked for them until they are sent.

What it looks like

domailoconnected via MCPExample with fictional data

Request: Triage the inbox of support@example.com: what was already answered goes to Resolved, what depends on billing goes to Pending, and for the rest leave a draft reply.

listar_emailspasta: "entrada" · caixa: "support@example.com"14 conversations
ler_email14 conversationsread
alterar_status6 → resolvidas · 2 → pendentesmoved
salvar_rascunho6 draft repliessaved

support@ inbox triaged:

Resolved6 conversations where the last message was already from the team (4 by Ana, 2 by Pedro)
Pending2 requests for invoice copies, waiting on billing
Drafts6 replies to review, saved under your name

Step by step

Each person on the team connects Domailo with their own account. The assistant sees the mailboxes that person opens and acts on their behalf.
Agree as a team on what each folder means: Pending for what waits on another team or the customer, Resolved for what is done, Archived for what needs no action.
Ask for the triage, naming the mailbox and the rules. The assistant reads the conversations, moves each one with alterar_status and saves the drafts.
Review and send the drafts. Whoever sends is recorded on the conversation, and the team sees the reply.

Ready-to-copy prompts

Swap the addresses and names for yours. The more specific the request (mailbox, time period, what the reply must say), the better the result.

Which conversations in support@example.com came in after the team's last reply? List contact, subject and how long they have waited.
Move to Resolved the conversations in contact@example.com where the last message is ours and the customer said thanks.
For questions about delivery times, save drafts using these rules: major cities in 3 business days, everywhere else in 5.
Who on the team answered the most conversations in support@example.com this week? Use the field showing who wrote each message.
Mark as spam the promotional conversations that came into contact@example.com today.

How it changes by type of business

Online store: Separate returns, late deliveries and pre-purchase questions. The first two usually go to Pending until the carrier replies.
Software and SaaS: Bug reports go to Pending with a summary for the developers; how-to questions get a draft with a link to the docs.
Clinic or practice: Booking and rescheduling requests get a draft with the open slots you provide; test results and medical questions should not be handled by AI without review.

Permissions needed

"Read and write" access. Tools used: listar_emails, ler_email, alterar_status, salvar_rascunho.
Admins, and people an admin allowed to use AI assistants. Each person sees only the mailboxes they already open in the webmail.
Included in the Startup, Essential and Team plans and during the trial.

Caveats and limits

Changing a conversation's folder applies to the whole team. Avoid two people triaging the same mailbox with the assistant at the same time.
Drafts are personal: colleagues only see the reply once it is sent.
Through MCP you cannot pick who owns a conversation; that is done in the webmail. When someone replies with enviar_email to a conversation with no owner, they become its owner.
People with the agent role can only triage the mailboxes linked to them.
Unread status is per person: triage by the assistant does not mark anything as read for colleagues.

Frequently asked questions

How does the assistant know what a colleague already answered?

ler_email shows, on each sent message, who on the team wrote it (escrita_por). If the last message in the conversation is from the team, it has been answered.

Do colleagues see the drafts the AI made for me?

No. Drafts belong to whoever created them. The team sees the reply when it is sent, with your name as the author.

Can the assistant assign a conversation to someone?

Not yet. Choosing the owner is done in the webmail. Through the assistant, whoever replies to a conversation with no owner becomes its owner.

What if the assistant moves the wrong conversation?

Folder changes can be undone: ask it to move the conversation back to the inbox, or do it in the webmail. Nothing is deleted during triage.