Email Configuration

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Guidance

Use this section to define how Typewise AI should behave during email interactions and under which conditions a human should take over.

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Channel Guidelines

Describe what Typewise AI should always do when managing email tickets - for example:

• Greet the end customer politely and introduce itself.
• Ask for all required information at once to avoid a lot of back and forth.
• Use emojis sparingly, only when appropriate.
• Ask clarifying questions if the end customer’s request isn’t clear.
• Always summarize the resolution before closing the ticket.

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Handoff Conditions

Define when the ticket should be handed over to a human agent. Common examples include:

• The end customer expresses frustration or asks for a supervisor.
• Sensitive topics like billing, refunds, or legal concerns arise.

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Automation

Fine-tune the automatic behavior inside the ticket with timing and review rules.

• Automatically follow up after: Follow up after a specified number of minutes/hours/days without receiving a reply from the end customer.
• Automatically close tickets after: Automatically close email tickets after a specified number of minutes/hours/days without a reply.
• Require human review before sending a message: Enable this option if you want every AI-generated message to be reviewed by a human before being sent to the end customer.

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Signatures

Here you can configure a signature that automatically gets appended to all the emails that the end customer receives. You can configure separate signatures for both emails written by human agents, and emails generated by the AI assistant. We have default signatures defined for both types.

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Using Variables in Signatures

You can use pre-defined variables that are automatically replaced with their value when they’re applied. To insert a variable, type {{ to see a list of available variables, and select one to insert it into the editor. Available variables:

• First name: The first name of the human agent
• Last name: The last name of the human agent
• Company: The name of the company provided in the channel settings

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Signature Translations

By default, all signatures are automatically translated to match the language of the email they’re attached to. You can view all the default translations by clicking on the translation icon (). However, sometimes you might want to override a translation for a particular language. To do so: The next time an email is sent in that particular language, the override you provided will be used instead.

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Customer Satisfaction (CSAT)

Here you can configure customer satisfaction surveys. Once enabled, the survey is automatically sent after a ticket is closed. This allows the end customer to submit qualitative and quantitative feedback. Configuration options:

• Send CSAT survey
  You can enable/disable the CSAT survey. If enabled, the survey is sent to the end customer 24 hours after a ticket is closed.
• Headline
  The message that’s sent in the email asking the end customer for feedback. The headline is translated automatically to the language detected in the ticket. You can override the translations by clicking on the icon.

Once enabled, admins can start analyzing the feedback in the Insights Hub. They can either see CSAT scores over time, or dive deeper by looking at the granular ticket-wise feedback.