How can we help?

Go to Settings → Email Accounts and click Add Account. If you use Gmail or Google Workspace, click Connect Gmail with Googlefor one-click setup — no app password needed. For other providers (Outlook, Zoho, Titan, Yahoo, custom domains), enter your IMAP and SMTP server details, port numbers, and credentials.

The easiest way is to click Connect Gmail with Google during onboarding or in Settings → Email Accounts. This uses Google OAuth — no app password needed. Alternatively, if you prefer manual setup or have 2FA enabled without OAuth, go to myaccount.google.com/apppasswords, generate a 16-character App Password, and use it as your IMAP/SMTP password in Incoho.

Sign in to your Microsoft account at account.microsoft.com/security. Go to Security → Advanced security options → App passwords and create a new one. Use this password for both IMAP and SMTP when connecting your Outlook account.

Head to Settings → Knowledge Base. Fill in your store policies for each email category (returns, shipping, order status, etc.). The AI uses this information to draft accurate, on-brand responses. The more detail you provide, the better the drafts will be.

On the Knowledge Base page, click Import from Website and enter your store URL. Incoho will crawl your FAQ, returns policy, and shipping pages, then pre-fill the relevant Knowledge Base sections. You can review and edit everything before saving.

Yes. Incoho follows your device preference by default. You can manually toggle between light and dark mode using the theme switcher in the dashboard sidebar.

Yes. The dashboard is fully responsive — approve emails, check analytics, and manage settings from your phone or tablet. No app to install.

Incoho classifies every incoming email into one of 9 categories: Returns, Shipping, Order Status, Wholesale, Influencer, UGC, Events, Freebies, and General. Each category maps to a section in your Knowledge Base so the AI can draft a relevant response.

Every classification comes with a confidence score. High(above your threshold, default 85%) means the AI is very confident — these can be auto-sent if enabled. Medium (70–85%) emails are drafted for your review. Low (below 70%) or angry customer emails are always escalated so you can handle them personally.

Click the category badge on any email task in your Inbox. A dropdown will appear with all 9 categories — select the correct one. The correction is saved immediately.

Your recent corrections (up to 5) are included as examples in subsequent classification prompts. This means the AI adapts to your specific definitions over time without any ML pipeline — it gets smarter purely through prompt engineering.

Open any pending email in your Inbox and click the Sendbutton. The response will be sent via your connected SMTP account. One click — that's it.

Yes. Click Edit on any draft to modify the response inline. Once you are happy with the wording, click Send to deliver the updated version.

Click the Skip button on any task to dismiss it. Skipped emails are moved out of your inbox and will not be sent. You can still find them in your task history.

Yes. Use the checkboxes to select multiple emails, then use the bulk action bar to send or skip all selected tasks at once.

Use the search bar at the top of your inbox to find emails by subject, sender, or content. Filter by category, status (pending, sent, escalated, skipped), or date range to narrow results.

When enabled, high-confidence emails (above your threshold) are sent automatically without manual approval. The AI drafts the response using your Knowledge Base and sends it immediately. You can still review all auto-sent emails in your Sent tab.

Auto-send is locked until you have manually approved at least 5 drafts. This ensures you have reviewed the AI's work before granting it autonomy. Once you reach 5 approvals, the auto-send toggle becomes available in Settings → Automation.

Yes. In Settings → Automation, you can toggle auto-send on or off for each of the 9 categories independently. For example, you might auto-send shipping inquiries but manually review wholesale requests.

You can configure business hours so auto-sent replies are only delivered during your operating hours. Emails that arrive outside business hours are held as drafts until the next business window opens.

Angry or frustrated customers are always escalated regardless of auto-send settings. The AI detects negative sentiment and routes these emails directly to your Escalated queue so you can respond personally.

Each of the 9 email categories has its own policy section in your Knowledge Base. For example, your Returns policy might specify a 30-day return window with free return shipping. The AI uses these policies to draft category-specific responses.

Brand Voicedefines your tone, signature phrases, and greeting style — it is injected into every draft. Offers & Discounts contains your current promotions and coupon codes so the AI can mention them when relevant. Both are cross-cutting and apply to all categories.

Click Import from Website on the Knowledge Base page and enter your store URL. Incoho crawls your public pages (FAQ, policies, about) and extracts relevant content into the appropriate sections. Review and tweak the results before saving.

Yes. You can upload PDF or text files containing your store policies, and Incoho will parse the content and populate the relevant Knowledge Base sections.

The Sandbox lets you paste a sample customer email and see how the AI would classify and respond to it using your current Knowledge Base. Use it to test policy changes before they go live — no real emails are affected.

Incoho groups emails into threads using the In-Reply-To and References headers. When a customer replies to your response, the follow-up is automatically linked to the original conversation. Follow-up emails skip re-classification — the AI uses the existing thread context to draft a response.

Click on any threaded email to see the full conversation view with all previous messages. You can resize the conversation panel (small, medium, large, or full width) to fit your workflow.

Yes. On any email task, click Reply to compose a response directly from the dashboard. Your reply is sent via SMTP through your connected email account, and the thread is updated automatically.

The Threads page shows all your ongoing conversations in one place, grouped by thread. This feature is available on Pro and Business tiers.

When an angry customer email or a low-confidence classification arrives, Incoho sends you an immediate email alert so you can handle it right away. These are sent via your configured notification email address.

Every morning at 8 AM EST, you receive a summary email showing time saved, top categories, usage stats, and any items that need your attention. A quick way to start your day with a full picture of your inbox activity.

You can opt in to receive a notification whenever new drafts are ready for your review. This is useful if you want to respond quickly without constantly checking the dashboard.

In addition to escalated alerts, daily digests, and new draft notifications, Incoho sends: Account deactivation alerts when IMAP authentication fails, Payment failed notifications if a billing charge is declined, and a Welcome email when you first sign up. That is 6 notification types in total.

Go to Settings → Automation to set your notification email address and toggle individual notification types on or off. By default, notifications are sent to the email you signed up with.

Free Trial — AI classification & drafting, approve/skip, search, KB editor, sandbox, 25 emails/month, 1 account. Starter ($49/mo) — Auto-send, category-specific auto-send, feedback loop, daily digest, new drafts notification, bulk actions, full analytics, keyboard shortcuts, business hours, sender blocklist, 500 emails/month, 2 accounts. Pro ($99/mo) — Brand voice, discount codes, escalated alerts, thread reply, internal notes, Threads page, CSV export, email signature, KB file upload, website crawling, 2,000 emails/month, 5 accounts. Business ($199/mo) — Everything in Pro plus fastest processing, priority support, 5,000 emails/month, unlimited accounts. See Pricing for full details.

Go to Billing in your dashboard and click Manage Subscription. This opens the Stripe billing portal where you can change your plan, update payment methods, or view invoices. Changes take effect immediately.

When you reach your monthly email limit, Incoho stops polling for new emails until the next billing cycle or until you upgrade to a higher tier. Existing drafts in your inbox can still be sent. You will receive a notification when you are approaching your limit.

Your account remains active until the end of your current billing period. After that, it reverts to the basic tier with limited features. Your Knowledge Base and settings are preserved so you can pick up right where you left off if you resubscribe.

Absolutely! Email us at hello@incoho.ai to schedule a walkthrough, ask questions, or discuss enterprise needs. We are happy to help.