An agency's inbox is three inboxes: customers asking about fares and bookings, sub-agents asking for quotes and holds, and suppliers sending rates and confirmations. AI can answer much of it, but only with rules. This guide explains how the JetNova email desk draws those lines.
Three desks, three rulebooks
- Customer support desk (B2C bot): answers availability, fares, FAQ and booking status automatically; sends sensitive topics to review. Never promises refunds, cancellations, ticketing or payments.
- Agent desk (Buraq B2B): live quotes priced for the sub-agency and its wallet position; "hold option 2" raises a request a reviewer confirms. Never tickets, pays, cancels or refunds by email; the reply points to the portal.
- Supplier desk (Buraq B2B): nothing automatic. Rates, confirmations and dates are picked out as suggestions on the thread.
How a message travels
The desk address decides which agency the mail belongs to. The sender is recognised as a guest, customer, sub-agent staff, supplier or blocked. The message is classified by intent, and the desk's workflow decides: answer automatically, draft for review, human only, or ignore. Mail that fails sender checks, automated mail and mailing lists are never answered automatically.
The review queue
Drafts wait with a service-level timer. A reviewer sees the rendered email beside the thread and approves, edits or rejects with remarks. The desk shows what was approved, rejected or expired and how long each took.
Safety rules
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. Replies go out through your verified domain and are tracked to delivery; bounces and complaints stop further automatic mail to that address.
Setting up
Connecting a Gmail or Outlook inbox takes five screens: purpose, address, how mail reaches it, how replies are sent, and a test email you watch arrive and get answered.
Next step
Read the email desk page or book a walkthrough.