Approve and edit the AI draft

When Nemma has read a customer email and written a suggestion, it appears in the reply field at the bottom of the case, under the Reply to customer tab, with the label Nemma's draft. The draft is only a suggestion. Nothing is sent until you press send. Next to the tab is Internal note (see below).

How to do it

1. Read the draft. It appears as plain text - click in the text or press Edit, and it becomes a text field you can type in.
2. Edit whatever needs editing. Write as you would have replied yourself.
3. Check Resolve on send next to the send button. It is switched on by default and appears when you send an ordinary reply without a chosen action.
4. Press Send reply.

Your signature is added automatically, so you do not need to write it in. After sending, Nemma jumps on to the next case in the list. The reply does not go out straight away: you have 15 seconds to click Undo if you sent too early. See Undo send and attachments.

If the draft is completely off, you can discard it with Discard draft. The suggestion disappears and the field is empty (Draft rejected · write your own), so you can write your own reply. If the case should simply be closed without a reply, use Resolve without replying. Both are in the ⋯ menu next to the send button, together with Mark as spam (on a case in Spam it is called Not spam), Block sender and Delete case. Resolve without replying, Mark as spam and Block sender move you on to the next case, if there is one. Block sender asks first, and future emails from the address go to Spam. Delete case also asks first and removes the case completely - it cannot be undone.

What "Resolve on send" does

If the box is checked, the case is closed the moment the reply goes out, and it disappears from your open cases. If you remove the tick, the reply is sent, but the case is instead marked Waiting - the ball is with the customer. That is handy when you know the customer will come back.

If the customer writes again later anyway, the case reopens by itself.

What "Regenerate" does

Regenerate is in the bar under the draft. It asks Nemma to read the customer's latest message again and write a completely new draft. Use it if you have changed something in Skills or the settings, or if the draft missed the mark.

A few things worth knowing:

• There has to be a message from the customer to work from.
• A draft you ask for yourself always waits for your approval. It is never sent automatically.
• If the category is on Manual, Nemma does not write drafts at all, and Regenerate changes nothing.

When Nemma has suggested an action

If Nemma has suggested an action on the order, for example cancelling it, it appears as a row under Suggested actions (singular when there is only one) just above the buttons, with a box you can tick. The send button then changes its name according to what you have selected - for example Cancel order and send. One click carries out the action in Shopify and sends the reply, but only if the action succeeds. See Order actions.

Reply in the customer's language

If the customer writes in a language other than English, the customer's messages are shown in English by default - with Show original and Translate to English at hand. You write your reply in English, and Nemma translates it into the customer's language when you send (the signature too). To see what the customer will get, use the View in ... button next to the draft. If Nemma guesses the customer's language wrong, you can correct it with the Customer language picker at the top right of the reply field (it shows the name of the language, for example English); Nemma then writes a new draft in the right language.

Attach files

By email you can attach files to your reply with Attach file in the bar under the reply field: PDF, images and text files, up to 5 files and 15 MB in total. Read more in Undo send and attachments.

Internal note

If you want to leave a message for colleagues instead of replying to the customer, switch to the Internal note tab in the reply field. The field gets the label Team only, and the button is called Save note. The note appears in the thread as a yellow card, Internal note · not sent to the customer, and Activity says Internal note added.

A note is for the team only: it is never sent to the customer and is not read by the AI. It changes neither the case's status nor the draft.

Reply templates

The Templates button in the bar under the reply field inserts a saved, standing reply into the text - for example the returns address or the delivery time - with the customer's first name and the shop's name filled in. You can edit the text before you send. See Reply templates.

Your text is remembered

What you have written in the reply field or in a note without sending or saving it is remembered per case in your browser for up to 14 days. If you move on to another case and come back, the text is there again. If the draft has been rewritten in the meantime, for example by Regenerate, your old edit is not restored, so it does not overwrite the new one. If you close the tab with unsent text, the browser asks first.

Shortcuts

⌘ / Ctrl + Enter sends, E edits the draft, R makes a new one, J and K go to the next and previous case, / searches the cases, and ? shows the overview. The letter keys do not work while you are typing in a field. Cmd+K (Mac) or Ctrl+K opens the global search, also while you are typing - see Search.

Your edits count

Every time you send, Nemma compares your sent reply with the original draft. If you sent it without touching it, it counts as unchanged. If you edited a lot, it counts accordingly. You do not see this in the reply field - it is not something you need to think about in the moment. A discarded draft counts as rejected.

But it is exactly this measurement that decides when a category is ready for Auto-send. On Automation we only recommend Auto-send once the category has at least 30 sent drafts in 30 days, a median unchanged share of at least 0.92, no escalations and no rejected drafts in the last 14 days. When all four are met, the category gets the label Ready for Auto-send.

So the more honestly you edit, the better a picture you get of what the AI can actually handle on its own. Read more about Manual, Draft and Auto-send.