Answer your email with Vocenya

Vocenya can answer the emails customers send your business. Your assistant uses what your receptionist already knows, follows your chat flows, and hands the email to your team when a person is needed. Every email and reply shows up in Chats, next to website chats, WhatsApp and texts.

How it works

1. Open Email in Vocenya. You get your own Vocenya email address.
2. Forward your business email (for example hello@yourbusiness.com) to that address.
3. When a customer writes, your assistant replies to them by email from your business name, in the same email thread.

Customers keep writing to your usual address. They never see your Vocenya address. You keep a copy of every email in your own mailbox.

Set up forwarding

On the Email page, pick your email provider. Each one takes three steps.

• Gmail or Google Workspace: Settings → See all settings → Forwarding and POP/IMAP → Add a forwarding address. Gmail sends a confirmation code to Vocenya, and it appears on the Email page within a minute, so you can confirm without leaving.
• Outlook or Microsoft 365: add an inbox rule that forwards a copy of every message. Microsoft 365 blocks forwarding outside your company by default; if the test email does not arrive, ask your IT admin to allow automatic external forwarding for your mailbox.
• Other providers: look for Forwarding, Auto-forward or Rules, and forward a copy of incoming mail.

Check that it works

Enter the address your customers write to and tap Send a test email. When the test comes back through your forwarding, the page says Connected.

Send right away, or approve first

• Send right away (the default): customers get an answer in minutes, day or night. You can still read every reply in Chats.
• Save for me to approve: each reply waits in Chats as a draft. Approve & send, edit it first, or discard it. You get a notification when a draft is ready.

You can also choose to let the assistant answer only when you are closed, so your team answers during business hours.

Take over a conversation

Reply to the email from Chats and the assistant stops answering that conversation. Your reply goes out by email with your signature, in the same thread.

Your signature and name

Replies come from your business name. Add a signature (your name, phone number, website) on the Email page; it goes under every reply, from the assistant and from your team.

What the assistant does not answer

To avoid email loops and spam, the assistant never answers automatic replies (like out-of-office messages), newsletters and mailing lists, bounce messages, or no-reply senders. Emails with many links, or from your own address, go to your team instead of the assistant.

HIPAA mode

Patient email is only handled on systems covered by our BAA, so email for HIPAA practices uses a separate secure address, and every reply waits for your approval. Notifications never include what the patient wrote. If email is not available yet for your practice, the Email page says so.