Frequently asked questions

Mailnitio is agentic customer service for email. Customer emails land in Mailnitio Helpdesk, where Mailnitio Autopilot replies to routine enquiries and routes the rest to the right team. Mailnitio Reach covers campaigns and the developer API.

No. Customers keep emailing the address they already use. Mailnitio connects to that mailbox in Microsoft 365, Outlook, Gmail or Google Workspace.

Connecting a mailbox takes minutes. Most teams then train Autopilot on their email history and run shadow mode for a short period before going live.

Yes. Every Helpdesk plan starts with a free 30-day pilot on your own mailbox, so you can see Mailnitio working before you pay. Start a pilot

In shadow mode Mailnitio reads and classifies your emails and records what it would have done, without creating tickets or sending replies. You compare its decisions with your team's before going live.

Autopilot replies to routine enquiries it can answer from approved content. You choose which categories it may answer, and everything else goes to your team.

The email goes to the review queue with its suggested team and the reason, so a person decides. Nothing is blocked and nothing is guessed.

No. Mailnitio recognises replies and follow-ups in the same thread and adds them to the existing ticket instead of opening a new one.

Yes. You set response and resolution targets per team, and Helpdesk flags tickets that are at risk or overdue.

Yes. Replies, from Autopilot or from your team, are sent from the company's own mailbox, so customers see the address they already know.

Yes. Your agents work tickets in Helpdesk, review what Autopilot is unsure about, use reply drafts and take over any conversation at any time. Helpdesk is priced per agent.

It learns your categories, teams and wording from emails your team has already handled, then keeps improving from the corrections your agents make.

The correction is recorded and used to improve later decisions in your workspace, so the same mistake is less likely to repeat.

It holds the approved answers and policies Autopilot draws on when it replies. Autopilot only answers from content you have provided.

No. Autopilot is trained only on your workspace, and what it learns from your emails is never shared with another customer. Read about security

A weekly summary of what your customers wrote about: the topics that grew, new issues, sentiment and urgency, and where service levels are at risk.

Yes. Insights shows how topics and sentiment move over time, so you can spot a rising problem before it becomes a backlog.

Insights comes with the Pro plan (weekly insights report, sentiment, trends and sla risk alerts) and with Enterprise. See pricing

Reach campaign reports show sends, opens and clicks alongside your support insights.

Mailnitio Reach is our outbound product: templates, audiences and campaigns, plus a developer API for transactional email.

By the number of contacts in your audiences. There is a free plan for small lists. The price shown for each plan is for its smallest list and grows as your list grows. See Reach pricing

Yes. Reach checks your sending domain's SPF, DKIM and DMARC records and tells you what to fix before you send.

Yes. Import contacts from a file, tag them, build segments and keep a suppression list so unsubscribed and bounced addresses are never emailed.

Yes. Schedule a send for later and watch it progress live in the send monitor.

Yes. The free plan includes 300 emails a month, with a REST API and API keys, to build and test.

You buy blocks of emails when you need them: $13 (₦20,000) per 25,000 emails. There is no marketing plan to take out first. See Developers pricing

Transactional email such as receipts, one-time passcodes, alerts and statements, using templates with variables.

Yes. Delivery, bounce and complaint events are tracked, and webhooks send them to your own systems as they happen. Explore the API

One customer email thread that Mailnitio Autopilot reads and answers or routes. Follow-ups in the same thread are part of the same conversation.

No. Autopilot, smart routing and auto-replies come with every Helpdesk plan. Higher plans add a knowledge base, integrations and full training on your email history.

Yes. Switch the prices to NGN to see our naira price list. We invoice Nigerian customers in naira.

In shadow mode Mailnitio reads and classifies your emails and records what it would have done, without creating tickets or sending replies. You compare its decisions with your team's before going live.

By the number of contacts in your audiences. The price shown is for the smallest list on each plan and grows as your list grows.

They are our launch prices. Your quote and contract always state the price you pay. Prices exclude VAT.

Enterprise is for teams with more than 2,000 Autopilot conversations a month or that need custom integrations. It is priced for your volume. Talk to us about Enterprise

Yes. We invoice Nigerian customers in naira, and Enterprise customers can choose naira or US dollars.

Microsoft 365, Outlook, Gmail and Google Workspace. They are the connections your emails come in through; tickets live in Mailnitio Helpdesk.

Yes. Custom integrations with CRMs, MCP servers and your internal systems are part of Enterprise, built with our team around your workflow. Ask about integrations

Yes. The Developers API sends transactional email from your own applications, with webhooks for delivery events. See the API

Personal data in emails is masked before it is processed by a language model, so the model works on the content without the sensitive details.

Yes. Each workspace is isolated from every other, and what Autopilot learns stays inside your workspace.

Yes. Role-based access decides who can view tickets, change settings, manage billing and see logs.

Yes. Every email and every Autopilot decision is logged with its reason, and administrative actions are recorded, so you can always see what happened and why. Read about security