Skip to content
Mailnitio
Sign inBook a demo

Mailnitio Helpdesk

Agentic customer service for your support inbox

Customer emails become tickets in Helpdesk. Mailnitio Autopilot replies to routine enquiries and routes the rest to the right team, so your agents start on the answer, not the sorting.

Book a demoSee Helpdesk pricing
  • Replies from your own address
  • Try it in shadow mode first
  • Every decision on record
MN-2318 Statement requestRetail Banking
ProcessedReplied by AutopilotSLA 3 h 40 min left
Ngozi Eze, Acme Bank customer09:12
Hello, please can I get my statements for the last 6 months? I need them stamped for a visa application.

Autopilot decision

Statement request96%

Reason: asks for 6 months of statements and mentions a stamped copy.

Reply sent from support@acmebank.com09:12
Hi Ngozi, your statements are attached. For a stamped copy, visit any branch with your ID and we will have it ready the same day.

Connects to the mailbox you already use

  • Microsoft 365
  • Outlook
  • Gmail
  • Google Workspace

How email flows

From your mailbox to your team, with Autopilot in between

Customers keep writing to the address they know. Mailnitio connects to that mailbox and turns each email into a ticket that lives in Helpdesk.

  1. 01

    Customers email you

    They write to the address they already use. Mailnitio connects to that mailbox in Microsoft 365, Outlook, Gmail or Google Workspace.

  2. 02

    Autopilot reads it

    Mailnitio Autopilot hides personal data, works out what the customer wants and decides whether to reply or route.

  3. 03

    It lands in Helpdesk

    A ticket is created or updated with the category, priority and customer filled in. Tickets live here, not in your mailbox.

  4. 04

    Your team takes over

    Agents reply from the company's own address. Anything Autopilot was unsure about waits in the review queue.

Autopilot replies

Routine enquiries answered in seconds

Opening hours, statement requests and status checks do not need a person. Autopilot sends an approved answer from your own address and closes the ticket.

  • Replies only from answers your team has approved
  • Sent from your own mailbox, in your words
  • Only above the confidence level you set
  • Anything unclear goes to a person, never a guess
Autopilot replyMN-2326
Tunde Bello14:02
What time does the Lekki branch close on Saturdays, and do I need an appointment to open an account?
Sent from support@acmebank.com14:02
Hi Tunde, the Lekki branch is open 9:00 to 14:00 on Saturdays. You do not need an appointment to open a personal account. Bring a valid ID and proof of address.
Approved answer: Branch hours v2Confidence 94%Ticket closed

Autopilot replies only when the answer comes from approved content. Everything else goes to your team.

Routing decisionMN-2331

"My card was charged twice at a fuel station yesterday, please reverse one of the charges."

Cards team91%
Retail Banking6%
Complaints3%
CategoryCard dispute
PriorityHigh
ReasonCustomer reports a duplicate card charge and asks for a reversal.
ResultRouted to Cards team

Smart routing

The right team, with the reason shown

Autopilot reads what the customer is asking for, not just the subject line. Each decision comes with a confidence score and a one-line reason your team can check.

  • Category, priority and team set on every ticket
  • Confidence shown for each team it considered
  • Low confidence goes to the review queue
  • Corrections from your team improve later routing

No duplicate tickets

One customer issue, one ticket

Replies, forwards and chasers about the same issue are joined into one conversation, even when the subject line changes or the customer writes from a second device.

  • Thread detection from reply headers, sender and topic
  • Follow-ups reopen or update the existing ticket
  • Agents see the full history in one place
  • Customers matched by address or account reference
MN-2340 Loan statement3 emails, 1 ticket

  1. Loan statement missing

    Opened the ticket

  2. Re: Loan statement missing

    Joined by reply headers

  3. Still no statement, urgent

    Joined by sender, topic and time

No duplicate ticket created
Team inboxRetail Banking

Open

42

At risk

3

To review

5

  • Statement request

    Processed

    MN-2318Autopilot

  • Unrecognised transfer

    SLA at risk

    MN-2319Chidi A.

  • Update my phone number

    Needs review

    MN-2322Unassigned

  • Card not received

    In progress

    MN-2325Amaka O.

MN-2319 passes its first-response target in 25 minutes.

Team inbox, SLAs and review

A shared inbox that shows what needs attention

Agents work from one team inbox with assignment, notes and tags. Supervisors see which tickets are close to their first-response target before they breach.

  • Assign, add internal notes and tag tickets
  • First-response and resolution targets per team
  • At-risk tickets surfaced ahead of a breach
  • A review queue for emails Autopilot was unsure about

Reply drafts and knowledge base

Answers from your own knowledge

Add your policies and guides to the knowledge base. Autopilot uses it to answer routine enquiries and to write reply drafts your agents can approve, edit or discard.

  • Reply drafts written from your knowledge base
  • The source article is shown beside every draft
  • Agents approve, edit and send in one click
  • Update an article and later replies follow it
Reply draftMN-2322
Customer: Ifeanyi N.
I changed my number last month. How do I update it without visiting a branch?
Draft for Amaka O.
Hi Ifeanyi, you can update your phone number in the mobile app under Profile, then Contact details. A one-time code will be sent to your new number to confirm the change.
Source: Knowledge base, "Update contact details"
Approve and sendEdit draft
Autopilot trainingAcme Bank

Emails learned from

24,310

Categories

18

Corrections applied

126

Statement requests96%
Card disputes91%
Account changes88%
Complaints84%
Learned from a correction. Chidi A. moved MN-2301 from Retail Banking to Cards. Similar emails now go to Cards.

Autopilot training and learning

It learns your business from your emails

Mailnitio learns your categories, teams and wording from emails your team has already handled. After go-live it keeps learning from every correction your agents make.

  • Trained on your email history, per workspace
  • Accuracy shown by category before you go live
  • Corrections from agents applied to later emails
  • Your emails never train another company's Autopilot

Safe to roll out

Test it, check it, then switch it on

Helpdesk is built so you can see what Autopilot does before it touches a customer, and audit it afterwards.

Shadow mode

Run Mailnitio next to your current process. It records what it would have done so you can compare before going live.

Simulator and replay

Replay past emails to test a new rule or answer safely, and see the decisions Autopilot would have made.

Email and decision logs

Every email is logged before any action, and every decision is stored with its confidence and reason.

Personal data masking

Account numbers, phone numbers and card numbers are hidden before an email reaches a language model.

Review queue

Low-confidence emails wait for a person with the suggested team and the reason. Nothing is guessed.

Replies from your own address

Customers hear from support@yourcompany.com, not from a third party, and replies stay in the same thread.
Decision logMN-2318

  1. Email received

    support@acmebank.com, logged before any action

  2. Personal data masked

    Account number and phone number hidden

  3. Classified as statement request

    96% confidence

  4. Autopilot reply sent

    Approved answer: Statements v3

  5. Ticket routed to Retail Banking

    Kept open for the stamped copy

Pricing

Priced per agent, with Autopilot included

Priced per agent a month. Every plan includes smart routing and auto-replies. Higher plans add your knowledge base, integrations and full agent training on your emails.

  • Starter

    For a support team getting started with Autopilot on one mailbox.

    $25per agent a month

    or ₦39,000 per agent a month

    100 Autopilot conversations a month

    • Smart routing by meaning, with confidence scores
    • Autopilot replies to routine enquiries
    • Team inbox, notes, tags and assignment
    • SLAs and review queue

  • Growth

    For teams that want Autopilot to answer from their own knowledge.

    $45per agent a month

    or ₦70,000 per agent a month

    500 Autopilot conversations a month

    • Everything in Starter
    • Knowledge base for Autopilot answers
    • Autopilot training on your categories and teams
    • Reply drafts for your team
    • Custom integrations and workflows

  • Pro

    For operations that want Autopilot to learn the business from every email.

    $65per agent a month

    or ₦100,000 per agent a month

    2,000 Autopilot conversations a month

    • Everything in Growth
    • Full Autopilot training on your email history
    • Continuous learning from agent corrections
    • Weekly insights report
    • Sentiment, trends and SLA risk alerts

  • Enterprise

    For high-volume teams that need more than 2,000 Autopilot conversations per agent.

    Custompriced for your volume

    2,000+ Autopilot conversations a month

    • Everything in Pro
    • Custom Autopilot conversation volumes
    • Custom integrations with your CRM, MCP servers and internal systems
    • Custom Autopilot training
    • Volume pricing for large teams

Free 30-day pilot on every Helpdesk plan. Run Mailnitio on your own mailbox in shadow mode before you pay. Prices exclude VAT.

Compare all plansBook a demo

FAQ

Questions we are asked most

Where do tickets live?

In Mailnitio Helpdesk. Microsoft 365, Outlook, Gmail and Google Workspace are connections the emails come in through; your team works on tickets in Helpdesk and replies from the company's own address.

Will Autopilot send replies I have not approved?

Autopilot replies only to routine enquiries it can answer from approved content, and only above the confidence level you set. Everything else is routed to your team or held in the review queue.

What happens when Autopilot is unsure?

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.

Can we try it without affecting customers?

Yes. In shadow mode Mailnitio reads 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.

How does Autopilot learn our business?

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

How is personal data handled?

Account numbers, phone numbers, card numbers and IDs are masked before an email reaches a language model. Each workspace is isolated and your emails never train another company's Autopilot.

Get started

Try Helpdesk in shadow mode

See Mailnitio on your own emails. We'll connect a mailbox, train Autopilot and show you every decision it would make in a 30-minute demo.

Book a demoSee pricing