An out-of-office reply
It answers your reply, so treating it as a new question would start a conversation with a machine.
Your support address, in the same inbox as everything else
Forward your mail on day one and start answering. Move to your own domain when you are ready — and keep every reply on the conversation it belongs to.
Email is on every plan.
Two ways in
A forwarding address
Auto-forward support@yourshop.com to the address Aqvitus gives you. No DNS, nothing to wait for.
Your own domain
One MX record and the mail comes straight here. Aqvitus knows which workspace it belongs to from the address it arrived at.
You can start on the first and move to the second without a gap.
One forwarded email, all the way round
Most platforms make you finish a DNS checklist before the first reply can leave. This one starts on day one, and the reply comes back where it should.
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Mara writes to the address she has always used
Tosupport@yourshop.comSubjectWhere is my order? -
Your forwarding rule hands it over, and a conversation opens
Mara EllisEmail · just nowAutoWhere is my order?
An out-of-office, a bounce or your own mail looping back would be turned away here. Only a person asking something opens a conversation.
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The reply leaves before your DNS is finished
FromNorthwind Supply <northwind@reply.aqvitus.com>SubjectRe: Where is my order?Your display name, on an address Aqvitus both sends from and receives at. Once your own records check out it flips to support@yourshop.com on its own, and the flip is written to the event log.
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She presses reply — and it comes back to this conversation
Not to a new ticket, and not to a mailbox nobody is watching.
Three things that will never open a conversation
Email is the channel where an automated loop can run all night. These are stopped at the door.
A bounce
A delivery failure is a fact about an address, not a customer asking for something.
Your own mail, forwarded back
A forwarding rule that loops mail back to the platform would otherwise answer itself, forever.
The email telling them somebody replied
When a customer is waiting on an answer, the notice that one arrived is not marketing and is not held until tomorrow morning. It has a window of an hour: a second reply inside that hour folds into the next notice and carries everything written since, and a reply after it goes on its own.
So a correction reaches them within the hour. And the log says which rule held or released each one, in its own words — held for consent, folded into the next, or sent.
What the notice contains depends on the address. Where the customer proved that address, the notice carries the reply itself. Where the address is only a claim, it says that somebody replied and nothing more.
- Priya replies at 2:14 pmThe notice goes out sent
- She corrects herself at 2:31 pmInside the hour — folded into the next notice folded
- The notice at 3:14 pm carries bothHer reply and her correction 3:14 pm
HTML and plain text, every time
Every message goes out as HTML with a plain-text version alongside it, so it reads properly wherever it is opened — including in a client that shows no HTML at all.
Cards become sentences
An order card or a list of options that a chat window would draw is written out in full on email — a numbered list a customer can answer in a line. The written version is not an afterthought; the AI cannot send a block without one.
Answered as it arrives
Chat waits a few seconds in case somebody is still typing. Email does not: an email is already a whole thought, so the AI starts on it the moment it lands.
Shared addresses, separate people
Several addresses can feed one workspace. The address the mail arrived at is what decides whose workspace it is, and nothing crosses between them.
How it connects
Every channel runs the same AI, the same rules and the same history.
AI First. Human Always.
Put the AI in front of every conversation, and keep your team in charge of everything that matters.