Manual, Draft and Auto-send

Under Automation your categories are in one table with the columns Category, Mode, Skill, Sent (30 d), Unchanged share, Escalated and Acknowledgement. On a narrow screen the table is a list where you expand a category to see the same. For each category you choose one of three modes with the buttons Manual, Draft and Auto-send. Only the owner can change the mode, the acknowledgements and the pause - the rest of the team can see the page, but the buttons are switched off.

How an email is handled

Under the pause switch is How an email is handled with the five steps every new case goes through. On a wide screen the explanation is collapsed so the categories are at the top: Show explanation expands it, and Hide collapses it again. Nemma remembers your choice in your browser. On a phone it is a row you expand.

1. Email comes in - the customer writes by email, Messenger or Instagram
2. Category - the AI sorts the case into one of the categories in the table
3. Acknowledgement - optional standing text, email only and not on Auto-send
4. Reply - shows how many categories are on Auto-send, Draft and Manual. The AI never sends on its own when there are several questions or an escalation
5. Money - refunds always require your click. The AI never refunds on its own - it suggests, and you approve

What is sent when

Below it, What is sent, and when shows what the customer can get automatically, and when each thing goes out. It too is collapsed by default (Show explanation). Expanded it is a table with the columns What, When and Content, on a phone a row you expand. The rows follow your categories, including an acknowledgement you have just switched on or off.

• Acknowledgement - sent straight away when a new case lands in a category with the acknowledgement switched on. Email only, one per case, and on Manual and Draft but not on Auto-send. The content is your standing text and the signature, without the AI disclosure. The row shows in how many categories it is switched on.
• Draft - nothing is sent until you approve. The AI writes a reply, and it only goes out when you send it. The content is the reply (also if you have edited it), the signature and the AI disclosure.
• Replies from Auto-send - only when the category is on Auto-send and nothing stops it. Several questions in the email, an escalation, an angry or uncertain case, the pause or an action that requires your click make it a draft instead. The row shows how many categories are on Auto-send, and that they are paused if automation is.

Below the table are two notes. The signature from Settings is under all emails. The AI disclosure - a short line saying that the reply was made with the help of an AI assistant - is added automatically under every reply by email, in the customer's language, and cannot be switched off. The acknowledgement does not have it, because it is your own text.

What the three mean

• Manual - the AI writes nothing. The case is still sorted and lands in the Inbox under the right category, but there is no draft, and you write the reply yourself.
• Draft - the AI writes a draft and suggests any actions on the order. It waits for you in the case: you read, edit and press Send reply - or the button with the action's name, for example Cancel order and send, if there is a suggested action. Nothing is sent without you.
• Auto-send - the AI replies automatically, without you looking first. Refunds and other money actions still require your approval.

All categories start on Draft. Every refund requires your approval, whatever the category - that is step 5 in the strip above.

Auto-send can only be chosen once the category's skill is filled in. Without policies the AI answers vaguely, and vague answers should not be sent without anyone seeing them. If the skill is not filled in, Auto-send is switched off, and the Skill column shows Not filled in as a link that takes you to exactly that category's skill under Skills. If the skill is filled in, it says Filled in.

Auto-send does not always send

Even when a category is on Auto-send, the reply automatically falls back to Draft if:

• the customer asks about several things in the same email
• the AI is unsure which category the email belongs to
• the customer sounds angry
• the case has been escalated to you
• the reply contains an action that requires your approval (for example a refund)
• the sender's email could not be confirmed (for example an email from a contact form where the address was typed in). The AI then never sends on its own by email. On Messenger and Instagram this only applies when the AI wants to change something on an order
• the customer manages to write again while the AI is working
• you have pressed Regenerate yourself
• you have confirmed an order placed with a different email in the case. A human must then always approve the reply, and Activity says Order confirmed manually - a human must approve the reply (see Order placed with a different email)

The draft then waits for you in the case, exactly as with Draft. If Nemma stops just before sending, it says The AI held back with the reason in the case's Activity.

When a category is ready for Auto-send

The row gets the label Ready for Auto-send when all four criteria are met:

1. At least 30 sent drafts in the last 30 days
2. A median unchanged share of at least 0.92
3. 0 escalations in the last 14 days
4. 0 rejected drafts in the last 14 days

Unchanged share shows how little you edit the drafts before they are sent. 1.00 means you sent the text unchanged. The columns Sent (30 d), Unchanged share and Escalated show the figures so you can keep track. If a category is on Manual with no history, they just show -.

If you move a category to Auto-send before the criteria are met, a warning appears with the four points. You can choose Turn on anyway - it is your decision, not the AI's. If the unchanged share later falls below 0.85, the row says Unchanged share below 0.85 - consider Draft.

Start with the categories where your skill is in good shape - see Categories and skills.

Standing acknowledgement

For categories on Manual and Draft you can give the customer a standing acknowledgement straight away. The Acknowledgement column has a switch and a link, Edit. Click Edit, and a window opens with the category's name as the heading, for example Acknowledgement - Returns. Switch on Send acknowledgement, write a Subject (optional) and a Message to the customer of up to 2,000 characters, and click Save. On the right (on a narrow screen behind See what the email looks like), How the email looks shows how the customer gets it, with your signature. Under Use the same text in you can tick other categories so they get the same text.

If you have set up business hours and holidays with an out-of-office reply, and a new case gets that instead, the acknowledgement is not sent on top: the customer only gets one automatic reply, and the out-of-office reply wins.

If you switch the switch in the table on before any text has been saved, the window opens instead, so you can write the text first. Once the text is saved, the switch turns the acknowledgement on and off without opening the window.

Customers who write to the category get your text straight away - once per case - and the real reply follows afterwards as normal. In the case's Activity it says Acknowledgement sent. The text is sent as you wrote it, but with the variables filled in (it is not translated). Your signature is added, and it is not AI-written. Categories on Auto-send have no standing acknowledgement, because the AI replies itself - the column just shows -. Only the owner can edit it.

Variables in the acknowledgement

In both the subject and the message you can use variables, which Nemma fills in when the acknowledgement is sent. The variable names are fixed, and they look the same whatever language Nemma is set to:

• @fornavn - the customer's first name
• @navn - the customer's name
• @butik - the shop's name
• @sagsnr - the case number, for example #1077

The buttons after Insert: under the message put them in where the cursor is, and How the email looks shows the acknowledgement with example values. If the customer has no name, or the name is not an ordinary name (for example an email address or a link), the variable is left out and the text around it is tidied up, so Hi @fornavn, becomes Hi,. The values come from the case and the shop, never from what the customer wrote. That is why there is no variable for the order number. @dit_navn, which exists in reply templates, is not used in the acknowledgement, because it is sent automatically without a specific sender. See also Reply templates.

Sent by AI: spot-check what has been sent

The Sent by AI button at the top right of Automation opens a list of all replies the AI has sent without a human in between, newest first. Use it to spot-check that Auto-send replies the way you want.

• At the top you choose the period (Today, This week or 30 days) and optionally a single category. A line shows how many replies have been sent, and how many of them are marked wrong. The list shows 50 at a time, and Show more fetches more.
• Each row shows the time, category, customer, subject (a link to the case) and the first lines of the sent reply. If the reply is in a language other than English, the English version is shown.
• If you find a reply that should not have gone out, click That was wrong, and optionally write a short note about what was wrong (up to 500 characters). The row gets the label Flagged as wrong. The note is only seen by the team, the customer does not see it, and the AI does not read it. Everyone on the team can mark, and Undo flag removes it again.
• On a marked row whose category is still on Auto-send, the owner can click Set the category to Draft, so the replies in the category wait for you from now on. That is the only thing that changes the category's mode - marking a reply does not. Others on the team see the text Only the owner can set the category to Draft.

Pause all automation

At the top of the page is a line, Automation is on, with a switch on the right. If you switch it off, it says Automation is paused, and all categories are forced to wait for you immediately: nothing is sent automatically, even though the categories are still on Auto-send. Categories on Auto-send get the text Paused: not sending automatically right now. The AI still makes drafts, so you can carry on working as normal - they just all wait for you. Switch it on again, and Auto-send carries on as before. Only the owner can use it.

You can also see it in the menu: under the shop's name it says Automation on or Automation paused.