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AI auto-reply: set it up and write good instructions

AI auto-reply (a Pro feature) answers real incoming mail instantly, following instructions you write — even while you sleep. This page covers setup, instruction examples that actually work, and the built-in limits that protect you.

1 · Turn it on and write your instructions

  1. In the inbox table on your Dashboard, click the inbox's Auto-reply badge.
  2. Describe your business in the instruction box: what you sell, your refund/shipping policy, what tone to use.
  3. Press Save & turn on. From that moment, eligible mail is answered automatically.
  4. No guessing about what went out: every notification shows exactly what the AI replied to that mail.

2 · What do good instructions look like?

  1. Be short and concrete — the AI knows nothing beyond what you write. Bad: “be polite”. Good: “We sell handmade ceramics. Shipping takes 2–4 business days, 14-day returns. Reply friendly but brief.”
  2. Put hard facts like prices and policies in: “Standard mug $18, shipping $4, free over $40.” And tell it what to say when it doesn't know, so it never invents a price: “If unsure, say 'we'll get back to you shortly'.”
  3. Draw the lines: “Never promise discounts. Don't confirm order cancellations — say 'I'm passing this on'.” Explicitly forbid anything you don't want committed in your name.
  4. Language is automatic: the AI answers in whatever language the customer writes; you can pin it with “always reply in English” if you prefer.

Safety limits (not configurable)

  1. The AI only replies to real mail that PASSES SPF/DKIM authentication — never to mail with a spoofed sender.
  2. Mail flagged as spam and no-reply addresses never get a reply, under any circumstances.
  3. Rate limits: at most 20 automatic replies per inbox per day, and at most 1 per hour to the same sender. A mail loop or an attack can't turn your inbox into a spam source.
  4. Every automatic reply is shown to you verbatim in the notification — the system never writes anything behind your back.

AI helps even with auto-reply off

  1. Even without auto-reply, your notifications come with AI support: suspicious mail arrives with a spam label.
  2. A translation of foreign-language mail is right inside the notification.
  3. Every notification includes a reply DRAFT — if you like it, edit and send it yourself (see /docs/replying).

Common questions and sticking points

Auto-reply is on, but some mail gets no answer

Those mails most likely hit the safety filter: anything failing SPF/DKIM, flagged as spam, or from a no-reply address is deliberately not answered. You may also have hit the 20/day or 1-per-sender-per-hour limit. The Activity page shows which mail got no reply and the exact reason.

The AI gave a wrong answer

The AI works from your instructions — where they're thin, it fills gaps with generic phrasing. Click the badge and fix the instructions: add the correct facts and a rule for unknowns like “if unsure, say X”. The new instructions apply the moment you save.

If a customer emails five times in a row, do all five get answered?

No — the same sender gets at most 1 automatic reply per hour. An ongoing conversation is yours to take over; every mail still reaches you as a notification anyway.

I see “this feature isn't included in your plan”

AI auto-reply is available on Pro and above. Compare at /pricing.

Auto-replies only help if your mail actually lands — check the inbox's SPF/DMARC health with /docs/deliverability-guide. All guides: /docs

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