Decide when the AI writes a draft
By default the agent writes a draft for every incoming email. For a mailbox that only receives customer questions that is fine. If invoices, job applications and internal mail land there too, you will probably want to narrow it down. That is what the When tab is for.
Open the When tab
At the top, one line states what the agent is doing right now. Read that line: it is where you can actually see whether your rules gate anything.
Switch on Only for emails that match my rules
The list of rules appears underneath.
Add a rule
Give the rule a name, Question about a property for example. Then, under Write a draft when, describe the situation in plain language, such as: the sender asks about a property, a viewing or an offer.
Save
Click Save changes at the bottom.
Flipping the switch is not enough. As long as the list holds no rules at all, the agent still writes a draft for every email. The line at the top of the tab says so too.
Writing rules that work
- Write in plain language. The agent reads the incoming message and decides whether that situation applies, so you do not need keywords.
- Describe the situation, not the words. The customer asks about the status of an order works better than order, parcel, shipment.
- Start broad, then tighten. A rule set too strictly leaves questions unanswered without you noticing.
- You can add up to six rules.
Email that matches none of your rules simply stays in your mailbox. It just does not get a draft.
A rule with a description but no name cannot be saved. Give it a name or remove it, otherwise saving keeps refusing.