We have started previewing a new way for CK to work: instead of only helping when you open a case, Gustav can watch a connected mailbox and take care of suitable incoming emails from start to finish — without anyone having to open the message.

For each email that arrives, Gustav decides whether it is something CK should act on. When it is, Gustav creates the matching ERP ticket, or updates an existing one if the email belongs to a case already in progress. Where a team has set this up, Gustav can also send the sender a short, personalised acknowledgement so they know their message was received and is being handled.

This is an early alpha, running with a small number of opt-in customers while we refine how it decides what to act on and how it writes back. It runs alongside your normal workflow — nothing changes for teams that are not part of the preview. If you would like to be considered for early access, talk to your CK contact.

When you ask Gustav to reply to an email, you can now have it reply to everyone on the original message rather than only the sender, and add further recipients on top. As before, you see the full recipient list on the draft and nothing is sent until you review it.

Gustav can now link an ERP ticket that already exists to a case, instead of only creating a new one. This is the counterpart to creating a ticket, for the situation where the right ticket is already in the ERP system and simply needs to be connected to the case.

Gustav can now create an ERP ticket even when no specific building applies, using your team's default client instead. Previously a ticket always had to be tied to a building, which did not fit every kind of request.

If the AI service Gustav relies on is briefly slow or unavailable while it is answering, Gustav now retries on its own and shows a short "Trying again…" note while it does. Previously that retry happened silently behind "Still working…", so a longer wait could look like a frozen chat even when Gustav was already recovering.

When Gustav replies to an incoming email, the reply now threads onto the original message — quoting it and staying in the same conversation in the recipient's inbox — instead of arriving as a separate, disconnected email.

For participating customers, when a tenant replies to an email that already belongs to a case, CK can now recognise the reply and link it to that case on its own, and bring the case up to date with the new message. This is rolling out gradually so we can confirm it links replies to the right case before switching it on more widely.

When an ERP ticket is created, it can now be assigned to a particular user, or to a user group (Gruppe) in D+, so the ticket lands with the right people from the start.