MailNext terms overview

MailNext is intended to support first-touch enquiry handling, drafting, routing, and reporting. Outlook remains the source of truth for mailbox content.

Service scope

MailNext is designed to help teams review enquiries, draft replies, route messages to the right department, and report on enquiry patterns. It is not positioned as a full mailbox replacement or end-to-end case management platform.

Customer responsibility

Customers remain responsible for reviewing AI-generated replies before sending, configuring correct routing addresses, and maintaining the connected mailbox in Microsoft 365 / Outlook.

Pilot status

During pilot use, workflows, reporting, and retention behaviour may continue to evolve. Customers should use appropriate oversight when relying on the service for live enquiries.