What is new
Shared mailboxes can be brought into Explicio as knowledge. This means shared addresses such as service, support or purchasing, to which questions are sent and from which answers come back. You bring in the mailbox as an .eml or .mbox file. Larger collections can be transferred by bulk import via ZIP or folder.
Explicio does not just store the messages. It understands what they say and turns that into knowledge that can be queried. The mailbox thus becomes another Channel your team already uses.
What it does in day-to-day work, with an example
An example from the sales office: a customer reports a fault on a packaging machine, and the answer to it has already been sent once from the service mailbox.
The colleague handling the request asks Explicio in her own words. The answer names the email it comes from, with a source reference. This makes it possible to read what was written at the time and in what context. If two emails contain different solutions, Explicio names the contradiction instead of smoothing it over.
If the old answer is missing a step that someone only had in their head, the assistant asks. In this way, the knowledge from the mailbox keeps growing through follow-up questions.
Who it is for
It is intended for teams that look after a mailbox together: service, sales office, purchasing, maintenance. New team members can ask instead of searching through folders. The assistant answers in the language of the question, in 37 languages.
Billing is based on the knowledge brought in, not on seats. A whole team can therefore work with the knowledge from the mailbox without each additional person costing a seat of their own.
Where it runs and how to try it
You decide where the emails are processed: in the EU cloud on our own hardware or on an Explicio Box on your premises. On the Box, the knowledge stays in-house; the device channel carries only operational data.
A sample is enough to try it out, for example one folder from the service mailbox.
Below this post you will find the link to the page that describes how to bring in mailboxes.