IMAP and SMTP, threading through the message history, with a firm block against auto-reply loops.
Features
One pass. Six channels. One brake.
replytor is not a chat window with canned phrases but a sequence with fixed stopping points. The important part is not when the agent answers — it is when it refrains.
The pass
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Receive and place
Detect language and intent, attach the message to the right thread, reject duplicate deliveries.
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Check the hard rules
Deterministic code ahead of any model call. Someone cancelling a contract or naming a lawyer does not talk to a machine.
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Consult the sources
Full text and meaning search together, so part numbers and error codes do not slip through. Live sources in the same step.
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Draft
An answer in the language of the request, in your house style, built only from what was found.
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Check
Is every statement cited? Do sources contradict each other? If confidence falls short, a second, more thorough attempt is made.
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Send, note, record
Answer out or handover in — either way with sources and timestamp in the record.
Channels
Every channel fulfils the same contract. The agent itself does not know where a message came from.
Web chat
An embedded window for your shop. The only channel that answers on the spot.
REST interface
For your own systems: request in, job id out, result collected when ready.
Jira Service Management
Issue in, customer comment or internal note out — the distinction is kept clean.
Odoo
Helpdesk tickets and messages, read and answered inside the existing record.
Zendesk and Freshdesk
Through triggers and the comment API, following exactly the same pattern as the rest.
When it hands over
The upper group is code and fires before any model has run. The lower group is judged on every request.
| Trigger | Type | What happens |
|---|---|---|
| Cancellation, withdrawal, contract change | hard | Straight to your team, no model call |
| Lawyer, authority, formal deadline | hard | Straight to your team, no model call |
| GDPR access or erasure request | hard | Straight to your team, no model call |
| Payment, refund, discount | hard | Straight to your team, no model call |
| Health, safety, personal injury | hard | Straight to your team, no model call |
| Asking for a human | hard | Straight to your team, no model call |
| Complaint about the agent itself | hard | Straight to your team, no model call |
| No source found | soft | Handover instead of a carefully hedged answer |
| Sources contradict each other | soft | Handover plus a maintenance note to you |
| Second answer without resolution | soft | Handover before a ping-pong starts |
| Clearly angry tone | soft | Handover to a human |
| Attachment it cannot read | soft | Handover with a note about the attachment |
Better still, see it yourself
In observation mode every step runs on your real requests — every step except the last.