The first time Aide answers one of your customers, or drafts a reply in your helpdesk, you hear about it: an email to the workspace's owners and admins, and a card on Home that links straight to the conversation or the helpdesk ticket. Setup guidance also stops being fooled by your own tests, and the email channel only says "Live" when email is really reaching Aide.
How it behaves
- Aide's first reply: owners and admins get one email, "Aide answered its first customer", with a link to the conversation. Home shows "Aide is answering" with a "See the conversation" button for a week.
- Aide's first draft in a helpdesk: the email reads "Aide wrote its first draft in Zendesk" (or Front, or Gorgias) and links both to the conversation in Aide and to the ticket in the helpdesk. The Home card's button opens the ticket.
- Only once, and only real customers: the email goes out for the first reply or draft only. Previewing your agent never counts, nor do spam, failed replies, or handoffs Aide wrote nothing for. Workspaces where Aide was already answering before this change, or that moved from the previous Aide app, don't get the email. Workspaces where Aide was already answering before this change, including those moved from the previous Aide, don't get it.
- Email preferences: people who turned off "Setup tips" in Settings, Notifications, or who unsubscribed from Aide's emails, don't get it. The email links to those preferences.
- Previewing is not a conversation: chatting with your agent in the preview no longer counts as your first conversation. Home keeps showing how to install Aide Chat or connect your helpdesk until a real customer writes in, and "Try your AI agent" disappears once you've previewed it.
- Email status you can trust: an agent's Email section says "Live" only when forwarding is verified, the mailbox is assigned to that agent and the agent is deployed. Otherwise it says "Waiting for forwarding" (with a "Finish forwarding" button) or "Mailbox on, AI replies off" (with what to switch on). Gmail mailboxes count as verified.
- Home's "Forward your support email" step stays until forwarding is verified, not just until a mailbox exists.
- An email-only workspace's empty inbox talks about the mailbox ("Your first email will appear here", with "Finish forwarding" until it's verified) instead of suggesting Aide Chat.
For developers
GET /v1/meflagsgainshasPreviewed(boolean),emailForwarding(none,pendingorverified) andfirstAiOutput({ at, conversationId, kind: 'reply' | 'draft', helpdeskUrl }or null).hasTicketsno longer counts agent preview conversations.- An agent entry point for a forwarded mailbox that isn't verified yet reports
replies: 'none'withrepliesReason: 'not_verified'.