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Haven’t set up email yet? Follow our email setup guide to configure sending and receiving.

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Guidance

Use the Guidance 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: Send a follow-up email after a specified number of minutes/hours/days without receiving a reply from the end customer. The timer starts after the last customer message. When triggered, Typewise AI generates a contextual follow-up email based on the conversation history, following your channel guidelines and company voice. For example, the AI might send something like: “Dear [Customer], we wanted to follow up on your recent inquiry regarding [topic]. Please let us know if you still need assistance or if there’s anything else we can help you with.” If auto-close is also enabled, the follow-up email may mention when the ticket will close due to inactivity. If “Require human review” is enabled, the follow-up email waits for approval before being sent.
  • Automatically close tickets after: Automatically close email tickets after a specified number of minutes/hours/days without a reply from the end customer. The timer starts from the last customer message. When the timer expires, the ticket is automatically closed. If follow-up is enabled with a shorter timer, the follow-up email will be sent before the ticket closes.
  • Require human review before sending a message: Enable this option if you want every AI-generated email to be reviewed by a human before being sent to the end customer. When enabled, all AI-generated emails (including follow-ups) go to a pending state. Human Agents see the drafted email in their inbox and can approve, edit, or reject it before sending. This provides oversight for sensitive or important conversations where you want tighter control over what the AI sends.
  • Automatically unassign ticket on human agent reply: When enabled, a ticket is automatically unassigned as soon as a Human Agent sends a reply. The conversation timeline records that the assignee was removed automatically. Once the end customer replies, the ticket returns to the shared unassigned queue instead of staying in the original agent’s My tickets. This is useful for teams working in shifts or part-time: agents don’t have to remember to unassign themselves after every reply, so urgent customer responses don’t get stuck with someone who is offline. The setting is opt-in and disabled by default.

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Email forwarding and workspaces

When your account has more than one workspace, each workspace gets its own unique forwarding email address. The address shown in channel settings always reflects the currently active workspace.
If a domain has already been verified in one workspace, you do not need to verify it again in another workspace within the same account.
Forwarding address per workspace in Email channel settings

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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 Agent. 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. Email signature variables Available variables:
  • First Name: The sending agent’s first name
  • Last Name: The sending agent’s last name
  • Avatar: The sending agent’s profile picture, inserted as an image
  • Company: Your company name
  • Workspace: The name of the workspace the message is sent from
  • Every user property your organization has defined, listed by its name
Variables resolve against the agent sending the email, not against whoever wrote the signature. One template therefore covers your whole team, and someone who joins next month is signed correctly as soon as they fill in their profile. The AI assistant signature offers only Company and Workspace: the AI Agent has no profile, so agent details and user properties don’t apply to it.
Put each optional detail on its own line. A property an agent left empty resolves to nothing, but anything you typed around it stays, so {{ job_title }} | {{ department }} leaves a stray | for an agent who filled in neither.

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Previewing a signature

The preview next to the editor shows the signature as a customer would receive it, with the variables filled in from your own profile. Switch between the Human agent and AI assistant tabs to preview each one. Since the preview uses your details, a colleague’s signature can look different: longer name, no photo, a job title you don’t have. Use it to check the layout, and keep in mind that empty values shift the result.

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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:
1

Open the translation popup

Click on .
2

Select the language

Choose the language for which you want to override the translation.
3

Update the translation

Make your changes to the translation text.
4

Save your changes

Click save.
The next time an email is sent in that particular language, the override you provided will be used instead. Manage translations

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Translated user properties

A user property with Translate set to Yes is translated separately from the signature text, so each agent’s own value follows the customer’s language too. A job title stored as “Kundenberater” reaches an English-speaking customer in English. Because the value belongs to the agent, the override does as well: each agent corrects the translations of their own value from their profile, and the correction applies only to them. Properties with Translate set to No are inserted exactly as entered.

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Spam classification

Typewise automatically filters out spam, marketing mail, automated notifications, and out-of-office replies, so your team only sees real customer messages. Senders who already have an ongoing conversation with you skip filtering and always reach the inbox.

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Customizing spam rules

Open the Spam classification section on the Email Guidance page to fine-tune what gets filtered. Write rules in plain language: allow trusted senders, block ones you never want to see, or describe categories of mail that matter (or don’t) for your business. Example rules:
Your Company description is also used as context, so keeping it accurate helps Typewise tell legitimate partners and industry-specific topics apart from generic bulk mail.

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Reviewing filtered tickets

Filtered tickets stay accessible from All tickets. On a filtered ticket the conversation shows why it was filtered, with a Configure link that jumps to the Spam classification settings so you can add a rule for next time. If a real customer message was filtered by mistake, use Mark as relevant on the message. The ticket reopens and processing resumes.

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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. Customer satisfaction (CSAT) 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.
Satisfaction feedback submitted by end customers is never visible to agents working on the platform, and is only visible to administrators inside the Insights Hub.

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See also