The email desk quotes the Karachi to Jeddah fare on its own, but a person issues every ticket.
Give the B2C bot a support address and Buraq B2B an agent desk and a supplier desk. Each desk has its own rules about what may be answered automatically, what waits for a person, and what is never done by email at all.
Three desks, and what each one is allowed to do when an email arrives.
| Desk | Product | Who writes in | What the assistant may do | Never by email |
|---|---|---|---|---|
| Customer support desk | B2C bot | Travellers, guests and open clients | Answers availability, fares, FAQ and booking status automatically; sends sensitive topics to review. | Promise refunds, cancellations, ticketing or payments. |
| Agent desk | Buraq B2B | Registered sub-agent staff | Live quotes priced for the sub-agency; wallet position; “hold option 2” raises a request a desk reviewer confirms, and the confirmation is emailed back. Unknown senders wait for a person. | Ticket, pay, cancel or refund — the reply points to the portal. |
| Supplier desk | Buraq B2B | Your suppliers | Nothing automatic. Rates, confirmations and dates are picked out as suggestions on the thread; outbound requests start from the Suppliers page. | Reply on its own. |
An email asking for the Jeddah fare on 20 March gets a quote in minutes. A refund request waits for a person.
- 1
It arrives and is recognised
Your desk address decides which agency it belongs to. The sender is recognised as a guest, a customer, sub-agent staff, a supplier or blocked. Replies join the right thread even when the subject line changed.
- 2
It is read and routed
The message is classified by intent. The desk's workflow decides: answer automatically, draft for review, human only, or ignore. Anything that fails sender checks, or comes from a mailing list or an automated sender, is never answered automatically.
- 3
It is answered, or queued
Automatic replies go out through your verified domain and are tracked to delivery. Drafts wait in the review queue with a service-level timer. Bounces and complaints stop further automatic mail to that address.
Refund requests wait for Ayesha, not the bot.
Email replies
A drafted answer with the rendered email, the thread beside it, and approve, edit or reject with reviewer remarks.
Sensitive actions
Anything the assistant wants to do that your policy marks for approval waits here first.
Agent requests
A sub-agent's “hold option 2” becomes a request; approving it reserves under that sub-agent's own permissions and wallet and emails the reference.
Connecting a Gmail or Outlook inbox takes five screens.
- 1
Purpose
Customer support, agent desk or supplier desk. The purpose seeds sensible workflows you can edit.
- 2
Address
An address on your domain, or one we provide until yours is verified.
- 3
How mail reaches it
Direct delivery, forwarding from your existing mailbox, or mailbox polling.
- 4
How replies are sent
Through your verified sending domain, or your own mail server.
- 5
Test
Send a test email and watch it arrive, be classified and answered.
Sending domains show the DNS records to add and check themselves until verified. Workflows can be edited per desk: which intents, from which kinds of sender, get which treatment, with extra instructions for the assistant and a persona override.
Sub-agents get a daily digest at 8 am, and every email leaves through one outbox.
Daily digests for sub-agents
With digests on, every sub-agency with an active contract gets a daily desk summary, and an alert when its selling limit crosses the threshold you set.
Email requests in the portal
Sub-agents see their own email threads and hold requests on the “Email requests” page of the portal.
One outbox
Every outgoing email, including booking confirmations, one-time codes and alerts, goes through the same outbox with retries and a delivery status you can see.
The rules the email desk follows, written down so you can hold us to them.
- The desk address decides the agency before anything else happens; agencies never see each other's mail.
- Email never completes ticketing, payment or cancellation. Money-related intents from agents are drafted for review; quotes and holds may be automatic.
- On email turns the assistant cannot contact anyone else, request contact details or search the web, so an instruction hidden inside an email cannot make it write to a third party.
- Automated senders, mailing lists and messages that fail authentication are never answered automatically; blocked senders are ignored.
- Raw messages and attachments are stored privately and opened only through the signed-in desk.
Questions agencies ask about the email desk.
Will the bot ever email a customer that it has refunded or cancelled something?
How do we stop it answering the wrong people?
Can a person edit before it goes?
Do replies come from our domain?
What about WhatsApp and SMS?
Related guides: AI email automation for travel agencies, safely.