Email is here too: the same Sarrai, now for your support inbox

Sarrai started in the chat window on your site. That is where it proved itself: a question comes in, Sarrai answers from your knowledge base, and when it is unsure, it hands the conversation to a person. But most support does not arrive through a chat window. It arrives by email. That is the channel that never went away, and at most companies it is also the biggest one.

Today we take a big step. Email becomes Sarrai's second inbound source, next to the web chat, and it runs through exactly the same engine. Everything you know from the chat now applies to your inbox as well.

Why email is the channel that stays

You know the pattern. The same question comes in, someone types the answer from memory, the customer is helped, and the answer disappears into a sent folder nobody ever opens. Two weeks later another customer asks that same question, and another colleague starts typing again.

At a software company this has a fixed rhythm. You ship a release, and the inbox floods. Not with hard questions, but with the same handful of questions, thirty times over. That is exactly the work a person does not need in order to be a person, and exactly the work that keeps your expensive or scarce people away from the cases where they really make the difference.

The web chat already took part of that away. But as long as your support inbox sat next to it, half of your repetition stayed out of reach. That half is now covered.

The same engine, now a second door

We did not build email as a separate product. Under the hood, a conversation is a conversation, whether it comes in through the chat or through your inbox. It lands in the same inbox, it draws from the same knowledge base, and it escalates the same way to the same people.

For you that means no second screen, no second system to learn, and no separate knowledge base to maintain. An email conversation sits next to a chat conversation in the same list. The only difference is where the question came from.

This is the moment Sarrai covers your whole front door, not only the window on your site. For a small team that is a difference you feel right away, because the inbox was the exact place where work piled up while you were busy with something else.

Sarrai drafts, you send

An incoming email gets a draft reply straight away, written from your knowledge base. Your colleague reads it, edits where needed, and sends. One click, and the answer goes out in the same email thread, so to your customer it is a normal reply to their message.

That is deliberate. Sarrai proposes, a human sends. It is the same principle the chat follows, and it is exactly why Sarrai is not a bot built to keep people away. The goal is not to keep your customer away from a person. The goal is to save your person the lookup work, so there is time left for the conversation that really matters. If a colleague wants to run the whole conversation themselves, they take it over just like in the chat.

And if the answer was not in your knowledge base yet, the same thing happens as with the chat. Sarrai writes a proposal to add it and puts that in your approval inbox. You approve it, and the next person who asks that question, by email or by chat, gets the answer right away. So your knowledge base grows along with your email, not only with your chat.

It all stays on European soil

For a software company this is not a footnote. Your customers ask you where their data sits, and you need to explain that without diving into the fine print.

The whole email chain stays in Europe. The mail comes in on European mail infrastructure, and the AI work runs on Mistral, a European model. No detour through an American parsing service, no data quietly crossing the ocean. It is the same choice we made for the rest of Sarrai, now for your mail as well. When you position on European sovereignty, email simply belongs inside that promise.

How this works in Sarrai

In practice it is little work. You get a unique address from us, and you set up a forwarding rule at your own mail provider pointing to that address. From that moment on, every mail to your support address lands in Sarrai.

Sarrai reads which customer the mail is from and who is asking, attaches follow-up mails to the same conversation, and prepares the draft. Attachments come along. Newsletters, bounces and out-of-office replies are filtered out, so you never get a draft on something that was not a question. It is the same Sarrai that answers on your site, now with your inbox as a second source.

The channel is off by default. We switch it on per customer, together with you, and we send a test mail through the whole chain first, before it goes live. That way you know it works for you before your first real customer sends anything. For software companies that see a spike after every release, that is the difference between a calm week and a drowning one.

How to set it up

Want to try it? Pick your support address, the one address where everything already comes in today. Set up the forwarding rule at your provider, or ask us to help, because it differs slightly per provider. And let us know, then we switch the channel on for you and walk through the test together.

That is all you need. The knowledge base you already have does the rest.