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Go to Settings → Email Accounts and click Add Account. If you use Gmail or Google Workspace, click Connect Gmail with Google for 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 opens in light mode. You can switch 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 10 categories: Returns, Shipping, Order Status, Wholesale, Influencer, UGC, Events, Freebies, General, and Spam. Each category maps to a section in your Knowledge Base so the AI can draft a relevant response. Spam emails are auto-skipped without drafting to save costs.

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 categories — select the correct one. The correction is saved immediately and the draft is automatically regenerated using the correct category's policies. There's also a checkbox in the dropdown — uncheck "use this to improve future classifications" if this particular pick is a one-off judgment call that shouldn't become a general rule for similar emails.

Your recent corrections (up to 30) are included as examples in subsequent classification prompts, unless you've unchecked a correction from teaching future classifications. 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 Approve & send. The response will be sent from your connected email 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 Approve & send to deliver the updated version.

Yes. Below each pending draft you can ask the AI to change it — pick a quick option like “Shorter” or “More apologetic”, or type your own instruction (e.g. “mention our 20% discount code”). You get up to 3 revisions per draft. A revised draft is never auto-sent: review it, then click Approve & send.

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.

If the AI is temporarily unavailable, the email is saved and escalated for your review. You'll see a Re-generate button that lets you retry classification and drafting with one click.

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 after a configurable delay (5-360 minutes, default 15 minutes). You'll see a countdown timer on the dashboard showing when each email will auto-send, giving you time to review or cancel. Click the “Cancel” link next to the countdown to take the task out of the auto-send queue while keeping the draft in Pending for manual review. 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 category 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 Needs you list so you can respond personally.

Each email category 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.

They live together in Voice & offers on the Knowledge Base page, because they apply to every reply rather than to one category. Voice is your tone, your sign-off, phrases you use and anything you never want said. Offers is a list of your codes with what each one gives and when it expires — an expired code is never mentioned to a customer.

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 — reached from Knowledge Base with Test a reply— lets you paste a sample customer email and see how the AI would classify and respond to it using your current Knowledge Base. Override your classification policy (how a category is defined) and your drafting SOP (how a response is written) independently to compare before committing changes to live. Pick a mode based on what you're iterating on: classify and draft (the default), classify only, or draft only. No real emails are sent.

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 from your connected email account, and the thread is updated automatically.

The Conversations page shows all your ongoing conversations in one place, grouped by thread. This feature is available on the Starter tier and above.

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 13:00 UTC (8 AM EST / 9 AM EDT), 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 — 25 AI-processed emails/month; 1 email account; AI classification & drafting (approve or skip each reply); Knowledge Base editor + website import + file upload; View customer attachments inline (images, PDFs, docs); Auto-append email signature on replies; Sandbox (10 tests/day); Mobile responsive dashboard. Starter ($49/mo) — Everything in Free, plus: 500 emails/month; 2 email accounts; Auto-send approved drafts (unlocks after 5 manual approvals); Instant alert when an email is escalated; Custom reply composer (write a freeform response instead of approving the AI draft); AI learns from your category corrections; Full analytics dashboard; Daily digest + new-draft email notifications; Bulk actions & keyboard shortcuts; Sender blocklist (silence unwanted senders); Threads page (see multi-message conversations); Sandbox (20 tests/day). Pro ($99/mo) — Everything in Starter, plus: 2,000 emails/month; 5 email accounts; Brand voice + discount-code injection (AI adapts drafts); Per-category auto-send controls (e.g. auto-send RETURNS but not WHOLESALE); Auto-send business-hours window (e.g. 9am–6pm only); Inline conversation view (full thread history stacked on each task); Internal notes (private per-task memos); Sandbox (50 tests/day). Business ($199/mo) — Everything in Pro, plus: 5,000 emails/month; Unlimited email accounts; CSV export of all email tasks; Priority support; Sandbox (100 tests/day). See Pricing for full details.

Go to Billing in your dashboard and click Upgrade or Downgrade on the plan you want. Changes between paid plans take effect immediately and are prorated by Stripe. Click Manage Subscription to open the Stripe billing portal, where you can update payment methods, view invoices, or cancel. To move to Free, click Cancel via Manage Subscription on the Free plan card; your paid plan stays active until the end of the billing period.

Incoho keeps checking your inbox, but emails that arrive after you reach your limit are not drafted — they appear in your dashboard marked “Limit reached” so you can answer them yourself in your email client. Drafting resumes for new emails as soon as your allowance resets (monthly) or you upgrade. Drafts already in your inbox can still be sent.

Every new account starts with a 14-day Pro trial: all Pro features, with up to 50 AI-processed emails. No credit card required. After 14 days your account moves to the Free plan (25AI-processed emails every month) unless you pick a paid plan — your Knowledge Base and settings are kept either way. You can upgrade any time from the Billing page.

Your paid plan stays active until the end of your current billing period. After that, your account moves to the Free plan. Your Knowledge Base and settings are preserved so you can pick up right where you left off if you resubscribe.

Go to Settings → Billing, scroll to Delete account, and type your email (or DELETE) to confirm. Unlike cancelling, which keeps your plan until the end of the period, deleting ends everything right away: your plan stops immediately and your connected email accounts, knowledge base, processed emails, drafts, and attachments are permanently deleted. Your stored Google tokens are deleted and we ask Google to revoke them; if the same Google account is connected by another Incoho user, that shared grant stays in place and you can remove it yourself in your Google Account permissions. Emails you already sent stay in your own mailbox. If you're on a paid plan, you'll lose the rest of the period you've already paid for. You'll get a confirmation email once it's done.

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