Pre-written replies for common questions. When keywords match, this exact template becomes the draft — no AI needed.
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Autonomy Settings
Controls how drafts are handled: reviewed by agents, auto-sent, or auto-closed.
Category Overrides
Category
Mode
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Guardrails Configuration
Safety checks applied to every draft before sending.
One phrase per line. Drafts containing these phrases will be flagged.
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Bot scope
Choose which kinds of email the bot writes a draft for. Any other email is queued with no draft for an agent to answer
(spam and no-reply emails still close automatically). Applies within 5 minutes.
Category Overview
How each category is handled: priority level, what the bot does with drafts, and how many templated responses are available.
Category
Priority
Bot Action
Templated Responses
Subcategories
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Response Templates
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Templates that guide the AI when drafting replies. {{slots}} are filled dynamically by AI based on the email content.
Email Support Bot
