Mail2KNOW

🔑 Your Learning Token

Format: LEARN-xxxxxxxxxxxx — a secret code unique to your account

Where to find it: In the Mail2KNOW tab of your dashboard at BOTS4.me/bots — with a handy copy button. It is generated automatically on the first run of your subscription.

How to use it: Include the token anywhere in the subject, or in the text you type, of an email sent (or forwarded) to your Mail2KNOW email address. In a mailbox that Mail2ERP also reads, put it in the subject — or use the LEARN folder.

Who may teach: Emails from the addresses under Approvals & reports to and from colleagues of your company’s own domain (verified sender) are accepted as learning material. An address outside your domain may teach only when you list it in Who may teach and ask — the token alone is not enough (see Security below).

📥 The _Mail2KNOW/LEARN Folder

Every connected mailbox gets the folder INBOX/_Mail2KNOW/LEARN. Drag any email into it — a price list from a supplier, a good answer a colleague wrote — and Mail2KNOW learns it, attachments included. No token needed.

Once learned, the email moves to LEARN/DONE, so you see what was taken. An email is never learned twice.

🔐 The Token Stays Secret

Mail2KNOW never sends your learning token in any email — not in drafts, not in [Q-xxxx] emails, not in confirmations. A reply to a [Q-xxxx] email teaches without it.

If the token turns up in an email from someone who may not teach, nothing is learned and the token is replaced automatically. You get an email saying so — the new token is never in an email: copy it from your dashboard.

Press New token next to the token in the Mail2KNOW tab to replace it at any time.

📎 What You Can Send

Every attachment is processed as a separate document:

• Word documents — manuals, product descriptions, internal how-tos (Personal tier+)
• Excel / CSV — price lists, product tables, parameter sheets (Personal tier+)
• PDF — catalogs, datasheets, terms and conditions, including scanned PDFs via OCR (Personal tier+)
• Images — photographed documents, screenshots (Personal tier+, switch on Images first)
• HTML files — exported web pages (all tiers)
• The email body itself — just write knowledge directly into the email text (all tiers)

🗂️ Automatic Categories

How it works: AI converts each document into one or more knowledge articles and assigns each article to a category (e.g. “Pricing”, “Shipping”, “Product specifications”).

No setup needed: Categories are created and assigned automatically — up to a maximum of 15 categories so your knowledge base stays tidy.

♻️ Updating Knowledge — New Version Wins

How to correct or update: Send an updated document that produces an article with the same title in the same category — the new article supersedes the older version automatically.

Nothing is lost: The old version is kept archived, so you always have history.

Duplicates are skipped: If you re-send a document that has not changed, Mail2KNOW detects it by content hash and skips it — your knowledge base stays clean, with no duplicate articles.

✉️ The Confirmation Email

After every learning email you receive a confirmation listing exactly what was learned: which documents were processed, which articles were created or updated, and their categories.

Tip: Skim the confirmation after each batch — it’s the fastest way to verify your knowledge base contains what you think it does.

🌍 Teach in One Language, Answer in 31

You can teach Mail2KNOW in any language — and every customer is answered in the language they wrote in, with 31 languages supported. Teach in Slovak, answer in German. Teach in English, answer in French. The knowledge transfers automatically. When the customer’s language cannot be recognized, the answer is in your App Language.

📁 The _Mail2KNOW Folder — Handing It an Email

Step 1: On a mailbox that Mail2ERP, Supplier2ERP or Pay2ERP also reads, drag the customer’s email into INBOX/_Mail2KNOW — or press Answer with Mail2KNOW on its LOGS note. That is the whole instruction: “AI, deal with this”. On a phone, on a laptop, in any mail program.

Step 2: Within minutes the answer is ready. In LIVE it goes to the customer; in DEMO, or when the AI is unsure, the draft arrives: as an email to you, as a note in _Mail2KNOW/LOGS and in your dashboard Logs — the proposed answer, with buttons.

Step 3: Send answer — one click and the customer has the answer. Edit — opens a secure page on bots4.me where you correct the text; your version is sent. Reject — nothing is sent. The answer goes from that mailbox to the original customer, in the same conversation — also when the email you moved is a colleague’s forward. An email in this folder is always handled as a customer question.

If knowledge is missing: nothing is sent — the Ask-Back Loop starts instead (see below).

🤖 How an Answer Is Created

Step 1: AI reads the customer’s question and selects the relevant knowledge articles from your base

Step 2: It composes an answer in the language the customer wrote in (31 supported)

Step 3: If the AI is confident, the answer is ready to send — how it is sent depends on the DEMO / LIVE switch below

If knowledge is missing: No guessing — the Ask-Back Loop starts instead (see next section)

📝 DEMO — You Approve Every Answer (Default)

Default behavior: Every new subscription starts in DEMO — nothing reaches a customer without your OK: no automatic answer, no acknowledgement, no hand-off.

What you receive: A [D-xxxx] draft email with the proposed answer and the knowledge articles it used, plus the same draft as a note in _Mail2KNOW/LOGS and in your dashboard Logs.

To send it as-is: Click Send answer (or reply APPROVE to the draft email) — the answer goes to the customer unchanged.

To send your version: Click Edit — a secure bots4.me page shows the proposed answer; correct it and send. Replying to the draft email with your edited text works too.

To discard it: Click Reject (or reply REJECT) — the draft is closed and nothing is sent to the customer. Only the first button pressed on a draft counts.

Going LIVE: The first draft counts as your demo report — after it, you can switch Mail2KNOW to LIVE.

🚀 LIVE — Automatic Answers

What it does: In LIVE, confident answers based on your knowledge articles are sent to customers immediately — no draft, no waiting for you. You still get a draft when the AI is unsure, cites no knowledge article or cannot confirm live ERP data, and, on a mailbox your other bots also read, for price requests while Include prices in answers is off.

Where: the DEMO / LIVE switch in the Mail2KNOW Control tab at BOTS4.me/bots. Switch to LIVE once you trust the drafts you see in DEMO.

Recommendation: Stay in DEMO for the first days, send a handful of drafts, then switch to LIVE.

✍️ Sign answers with your company name (Personal tier+)

Professional answers: with Sign answers with your company name switched on, outgoing answers end with your company name (set in Mail2KNOW settings) — customers see a reply from your company, not from a bot.

ℹ️ What Is Never Answered

Auto-generated emails are detected and ignored: no-reply addresses, delivery bounces, mailing lists and newsletters. Mail2KNOW never gets stuck in a mail loop and never answers robots.

🏢 Who Counts as a Colleague

• Your company’s own domain — an address of your company’s domain
• Listed colleagues — every address in Who may teach and ask
• Verified sender — the receiving mail server verified that the email really came from that address (DKIM, SPF or DMARC). A forged sender is not trusted.
• Addressed to Mail2KNOW — the Mail2KNOW mailbox must be in To, not only in Cc or Bcc

⚡ What a Colleague Gets

• The answer straight back — no draft, no acknowledgement, no hand-off. Under the answer: the knowledge articles it is based on.
• Internal details — with Answer with live ERP data on, colleagues also get stock figures including quantities on the way and on order, and the status of any customer’s order by its order number.
• When knowledge is missing — the [Q-xxxx] email goes to the colleague who asked, not to you. Their reply teaches Mail2KNOW and they get the answer. Still not enough? The [Q-xxxx] email comes again with what is missing now. One reminder after 1 day; then the question closes without a message to anyone else.
• Loop protection — up to 30 automatic replies per colleague per day.

📋 The Four Cases at a Glance

ℹ️ On a Mailbox Your Other Bots Also Read

Only the emails a person moves into _Mail2KNOW are answered there — and such an email is always handled as a customer question, also when a colleague forwarded it. Then the original customer is answered.

🙏 Step 1 — The Customer Gets an Acknowledgement

The customer immediately receives a polite “we received your question” email in their own language, so they know their message didn’t disappear into a void.

📨 Step 2 — You Get an Ask-Back Email

Subject: [Q-xxxx] — describing exactly what information is missing to answer the customer.

What to do: Just hit Reply and write the info in plain words — or attach documents that contain it. Your reply teaches Mail2KNOW without the token. Or click Edit (Teach & answer) and type the answer on a secure bots4.me page. Close sends the customer the polite hand-off right away.

⚡ Step 3 — Learn AND Answer, Automatically

Your reply is converted into knowledge articles and the waiting customer receives their answer automatically — you never have to write to the customer yourself.

Permanent effect: The next customer asking the same thing gets an instant answer. Every ask-back makes your knowledge base smarter.

⏰ Reminders & Polite Hand-Off

After 1 day without your reply, you get one reminder.

After 2 days (configurable via the Open requests expire after setting), the customer receives a polite hand-off email suggesting they contact you directly at the mailbox they wrote to — so no question is ever left hanging forever.

✅ Learning Confirmation (to you)

When: After every learning email you send

Contains: Which documents were processed and which knowledge articles were created or updated, with their categories

Action needed: None — skim it to verify the learning result

📝 Draft Answer [D-xxxx] (to you)

When: A customer question was answered in DEMO — or in LIVE when the AI is unsure, cites no knowledge article or cannot confirm live ERP data

Contains: The customer’s question, the proposed answer and the knowledge articles it is based on

Action needed: Click Send answer, Edit or Reject — in the email, on the LOGS note or in your dashboard — or reply APPROVE or with your edited text

🤔 Ask-Back [Q-xxxx] (to you)

When: Knowledge to answer a customer question is missing (for a colleague’s question, this email goes to the colleague who asked)

Contains: A description of exactly what information is needed

Action needed: Reply with the info or attach documents, or click Edit (Teach & answer) — the system learns it and answers the customer automatically

⏰ Reminder (to you)

When: 1 day after an ask-back email you haven’t replied to

Action needed: Reply to the original [Q-xxxx] email before the pending question expires

Draft answers too: 1 day after a [D-xxxx] draft you haven’t sent, you get one reminder with the same Send answer, Edit and Reject buttons and the time your customer will otherwise be asked to contact you directly

👍 Customers Rate Every Answer

Under every answer the person who asked finds two links, 👍 Yes and 👎 No, and may add a short message.

Every rating appears as a row in INBOX/_Mail2KNOW/FEEDBACK of your mailbox and in your dashboard Logs. A 👎 row has Edit & resend: correct the answer, and it goes to the customer again and is learned.

⏱️ Buttons Work Within Minutes

A click on any button — Send answer, Edit, Reject, Forget, Edit & resend — is carried out within a few minutes, also outside your Operating Hours. Operating Hours limit only the automatic answers.

🙏 Acknowledgement & Hand-Off (to your customer)

Acknowledgement: “We received your question”, in the customer’s language — in LIVE only: sent right away when knowledge is missing, and for a draft only if you have not approved it within an hour

Hand-off: After 2 days (configurable) without your reply, or when you click Close, the customer is politely asked to contact you directly — in LIVE only; in DEMO the customer gets nothing on its own

Action needed: None — this is automatic customer care while you’re busy

📊 Where to see what happened

When: Any time — every week you get an email with what Mail2KNOW learned that week, with Edit and Forget buttons on every new article, and once a month an overview of your knowledge base (every article with its ID, and the whole base as an attached file). Send an email with [LIST] in the subject to get it on demand.

Where: The Logs tab of your dashboard lists everything that was learned, answered and is still pending

Action needed: None — use Forget on a learned article, or [FORGET A0007] in a subject, to remove one

🎯 Quick Setup Guide

Setting up Mail2KNOW takes just a few minutes:

• Step 1: Buy or activate Mail2KNOW at BOTS4.me/product/mail2know (first month free)
• Step 2: Add your email account in Access Manager at BOTS4.me/bots — IMAP/SMTP or OAuth, validated automatically
• Step 3: Open the Mail2KNOW tab and copy your Learning token (generated automatically on first run)
• Step 4: Send a first email with the token in the subject and a few documents attached — or drag one into _Mail2KNOW/LEARN — then check the confirmation reply
• Step 5: Send a test question to the mailbox (or, on a mailbox your other bots also read, move a test email into the _Mail2KNOW folder), open the draft and click Send answer
• Step 6: When you’re confident in the answers, switch Mail2KNOW from DEMO to LIVE in the Control tab
• Step 7: Publish the address to your customers (e.g. support@your-company.com)

📧 Email Account Configuration

Own or shared knowledge base: every email account you add for Mail2KNOW in Access Manager has its own knowledge base. Under Knowledge bases in the Mail2KNOW tab several mailboxes can share one: what one learns, all of them answer from. A mailbox that joins brings its articles along; a mailbox that leaves keeps a copy. Teach a mailbox by sending the learning email to that mailbox.

Supported providers: Gmail, Outlook, Office 365, Exchange, and any IMAP/SMTP provider — connections are validated automatically when you add them.

Schedule: Runs every few minutes, around the clock, weekends included — there is no run-frequency setting to change. Operating hours are configurable if you prefer business-hours-only processing.

🔧 Mail2KNOW Settings

Configure in: the Mail2KNOW tab at BOTS4.me/bots

• Approvals & reports to: One or more email addresses, comma-separated (up to 5). Every draft, ask-back, confirmation and report goes to all of them, and any of them may approve drafts and teach the knowledge base. Empty = your account email
• Who may teach and ask: Needed only for addresses outside your company’s domain (up to 20) — colleagues of your own domain may already teach and ask. Listed addresses may teach, approve drafts and retract knowledge; their questions are answered straight back to them. Your account address always may. You and the listed addresses may also forward to our mailbox — see Forward to Us below
• Company name: Used in answer signatures
• Open requests expire after: How long a draft or an unanswered ask-back stays open before it closes — in LIVE the customer then gets the polite hand-off (default 2 days)
• DEMO / LIVE: The Mode switch in the Control tab — DEMO (default) sends every customer answer to you as a draft, LIVE answers customers automatically
• Learn from approved answers: ON by default — every answer you approve or correct is saved as a question-and-answer article (never answers with live stock or order data)
• Answer with live ERP data: ON by default from the Business plan — stock and delivery questions answered from your ERP; order status only to a sender proven to belong to that customer
• Include prices in answers: OFF by default — price questions come to you as a draft

📨 Forward to Us — No Mailbox Connection Needed

In BOTS4.me/bots → Settings → Mail2KNOW, click Add Source and add the BOTS4.me Mailbox — one click, nothing to connect, no password. Then emails you or the colleagues listed in Who may teach and ask forward to mail2know@bots4.me are processed without any mailbox connection. With the LEARN token in the subject the email teaches the knowledge base; without it, it is an internal question answered back to the sender — for example: how did we handle a claim like this before? Nobody else can reach Mail2KNOW through our mailbox, so answering your customers still needs a connected mailbox.

Before a forwarded email is learned or answered (in DEMO and LIVE alike) we verify that it came from your address or a listed address (DKIM); when your mail provider does not sign outgoing mail, you confirm it once with one click. Every forwarded email is deleted from our mailbox right after processing — after 7 days at the latest if it could not be processed. The same email forwarded twice is processed only once.

🔒 Security — Double-Protected Learning

• Two locks on teaching: A learning email must contain your secret token AND come from an address under Approvals & reports to, a verified colleague of your own domain or an address you listed — nobody else can put knowledge into your base. The token is never sent in any email; if it turns up in an email from anyone else, it is replaced automatically
• Encrypted storage: Your knowledge is stored encrypted, separately per client and per mailbox (or per shared knowledge base you set up) — never shared with other clients, never used for anyone else’s customers
• Loop protection: Auto-generated emails (no-reply, bounces, mailing lists) are never answered

💳 Plans & Billing

Same system as all BOTS4.me apps: Choose the plan that matches your volume and switch to a larger plan anytime.

• Learning and answering: Both are part of your plan — no separate setup or add-on needed
• Duplicates are skipped: Re-sent unchanged documents are detected by content hash and not processed again
• First month free: Every new client starts with a free Discovery month

See the plans on the Mail2KNOW product page.

💡 Pro Tips

• Start with your FAQ: Forward your existing FAQ page, price list, and terms first — they cover most customer questions
• Answer ask-backs quickly: Every [Q-xxxx] reply teaches the system permanently — a few replies in week one save hours later
• Stay in DEMO first: Send a handful of [D-xxxx] drafts before switching to LIVE
• Update by re-sending: New price list? Just forward it again — same-title articles supersede the old version automatically
• Two knowledge bases? Connect a second mailbox — every mailbox has its own knowledge base, for example one for customers and one for internal company knowledge

📬 Logs in Your Mailbox

• Where: every mailbox gets a LOGS folder inside the bot’s own folder, for example _Mail2ERP/LOGS. Each bot keeps its own.
• What: the same rows as the Logs tab, one message per row. Nothing is sent by email — the rows are written straight into the folder.
• Unread means it needs you: only rows that need your decision arrive unread. All other rows, warnings included, arrive already read.
• Housekeeping: the folder keeps the latest 100 rows for up to 30 days. The full log stays in your dashboard.
• Safe by design: genuine log messages exist only inside LOGS folders, never in your inbox, and the confirm page never asks for a password.
• Switch: Logs in your mailbox, in the bot’s feature list on the Control tab. On by default from the Personal plan.
• Mail2KNOW buttons: drafts carry Send answer, Edit and Reject; open questions Edit (Teach & answer) and Close; learned articles Forget. The same buttons are in the draft emails and in your dashboard Logs.

📋 What Each Log Entry Shows

• Timestamp: When the processing occurred
• Sender email: Who sent the email
• Action taken: Learned, answered, draft created, ask-back sent, or ignored (auto-generated)
• Documents detected: Which attachment types were processed during learning

⚠️ What to Do on Errors

• Email connection errors: Check your email account in Access Manager at /bots — re-validate IMAP/SMTP or OAuth credentials
• Learning email not processed: Verify the token is in the subject or the text (in a mailbox that Mail2ERP also reads: in the subject) and the email was sent from an address under Approvals & reports to, a colleague of your own domain or an address listed in Who may teach and ask. When you forward to mail2know@bots4.me, also check that the BOTS4.me Mailbox is added to Mail2KNOW.
• Answer not sent: Check whether Mail2KNOW is in DEMO — the answer is probably waiting as a [D-xxxx] draft in your client inbox. In LIVE, a draft also comes when the AI is unsure, cites no knowledge article or cannot confirm live ERP data. A colleague’s question needs the Mail2KNOW mailbox in To, not only in Cc. On a mailbox Mail2ERP, Supplier2ERP or Pay2ERP also reads, only emails in the _Mail2KNOW folder are answered, unless Also answer mail Mail2ERP did not import is on.
• Persistent issues: Contact support at BOTS4.me/contact

Filter logs by level (success, info, warning, error) to quickly find what needs attention.

Week 1 — Feeding & Training

Forward your existing documents in batches — FAQ, price lists, terms, product sheets — and skim each confirmation email. Stay in DEMO: review every [D-xxxx] draft and click Send answer or Edit. Answer every [Q-xxxx] ask-back promptly — each one permanently fills a knowledge gap.

Week 2+ — Autonomous Mode

Once the drafts consistently look right, switch to LIVE. From now on you only see drafts the AI is unsure about and ask-backs for genuinely new questions; everything else is in the dashboard logs. Update knowledge whenever something changes — just forward the new document with your token.

🏆 Best Practice

Publish the Mail2KNOW address as your official support address (e.g. support@your-company.com) once autonomous mode is on. Need a second knowledge base for internal company know-how? Connect a second mailbox — every mailbox has its own, strictly separated knowledge base.