Genie Mailbox
The Genie Mailbox card is the email inbox this Genie sends and receives from — the same mailbox summarized in the Mail tile on the Help Genie apps card. Use it to view the mailbox’s address and status, and to create, pause, or otherwise manage it.Send your support email here
Once the mailbox is Active, the card shows a Send your support email here box: the mailbox address with a copy button, and forwarding steps on three tabs — Gmail, Outlook / Microsoft 365 and Other. Forward your support inbox to the address and the Genie answers each email from its knowledge base.- Gmail sends a confirmation email to the Genie’s address before it forwards anything. Open Logs on the card to find it, copy the code into Gmail and select Verify.
- Outlook / Microsoft 365 uses a Redirect to rule, so the customer stays the sender and the Genie’s answer goes straight back to them. A Microsoft 365 admin may need to allow external forwarding.
- You can also put the address on your website’s contact page and in your email signature.
Mailbox Logs
Logs on the card opens every email conversation this mailbox has handled (/genie-hub/my-genies/:genieId/mailbox-logs).
- Find a conversation — search by sender or subject, filter by state (Open, Escalated, Closed) or by the Genie’s last decision (Auto-executed, Failed, Proposed), and sort by date or sender. Refresh reloads the list.
- Each row shows the sender, subject, the Genie’s last decision with its confidence, the number of messages, and the last activity. Decisions read as Sent reply, Forwarded, Escalated, Waiting, or No action.
- Open a row to read the full thread, any attachments, and the reasoning behind each decision.
- Reply — write a reply as the Genie’s mailbox and select Send reply.
Sending a reply yourself pauses the Genie’s automatic replies on that conversation.
Conversation Reports
The Conversation Reports card controls the summaries and alerts your team receives after conversations. In view mode it shows whether reporting is on, who receives email summaries, and which notification channels are connected. Select Edit to:- Choose the reporting mode — Auto (Smart), Every conversation, Scheduled digest, Only when attention needed, or Off.
- Manage Email Recipients — add or remove the email addresses that receive summaries.