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Auto-send

Let Nemma reply on its own where you feel confident.

Every category starts on Draft. Once the numbers show that a category is stable, you can switch on Auto-send for that one - and pause everything with one click if you need to.

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Automation
Automation onExample
  • Order status
    Auto-send
  • Address change
    Ready for Auto-send
    Draft
  • Refunds
    Draft
  • Complaint/defect
    Manual
One click pauses all automation, and then Nemma only writes drafts again.
Three modes

One category at a time

You choose the mode for each category under Automation. Only the owner can change it.

← More controlMore automation →

Manual

Nemma sorts and looks things up, but writes no draft. You reply yourself. For the categories you do not want AI anywhere near.

Default

Draft

Nemma proposes replies and actions. You read, edit and send. A human always has the final say. This is how every category starts.

Auto-send

The categories you switch on yourself, Nemma handles all the way: lookup, action and reply. Refunds still need your yes. Everything is logged, and one click pauses it all again.

When it is safe

The numbers say when a category is ready

Nemma puts the Ready for Auto-send label on a category once all four requirements are met.

Sent drafts
30
at least, in the last 30 days
Unchanged share
0.92
at least in the median (1.00 means completely unchanged)
Escalations
0
in the last 14 days
Rejected drafts
0
in the last 14 days

Unchanged share shows how little you edit the drafts before they are sent. You see it for each category in Automation and in Insights, together with the number of sent and escalated cases.

If you want to switch on Auto-send before the requirements are met, Nemma shows a warning with the four points, and the decision is yours. If unchanged share later falls below 0.85, the row suggests you consider Draft again. Auto-send can only be chosen once the category's skill has been filled in.

Safeguards

Auto-send does not always send

Even in a category set to Auto-send, the reply ends up as a draft waiting for you in these cases. If Activity in the case says AI held back, you can see the reason there.

  • The customer asks several questions in the same message
  • Nemma is unsure about the category, or the customer sounds angry
  • The case has been escalated
  • The reply contains an action that needs your click, such as a refund
  • The sender cannot be confirmed because the email fails the sender check
  • Automation is paused
  • The reply is based on an order you confirmed yourself because it was placed with a different email
  • The customer writes again while Nemma is working
Orders

Money has its own lock

Only refunds and exchanges always need a human. The rest is limited to orders that have not shipped.

What Nemma can do without you

  • Cancel an order that has not shipped, if it is less than a day old and DKK 2,500 or less.
  • Change the delivery address on an order that has not shipped - and only when the order's own email matches the sender.

What always waits for a human

  • Refunds and exchanges for a cheaper product. There are no exceptions, whatever mode the category is in.
  • Cancelling older or more expensive orders.
  • Replies in a case where you have confirmed an order placed with a different email yourself.
Control and overview

You can always see it and always stop it

Pause with one click

Turn Automation off, and every category is immediately forced to wait for you. Nemma still writes drafts, so you can carry on as normal.

Spot-check what has been sent

Under Sent by AI you see every reply Nemma has sent without a human in between. Flag the ones that were wrong. That does not change the category - only the owner's own click on Set category to Draft does.

Activity in every case

Everything Nemma does in a case is listed in the case's Activity, for example AI draft ready, Escalated to a person and Sent and resolved.

Fixed acknowledgement

In categories set to Manual and Draft, the customer can get your own fixed text straight away: once per case and on email only.

Business hours and holidays

A fixed out-of-office reply for new customers outside business hours and during holidays. If a category on Auto-send replies straight away, no out-of-office reply is sent.

Only the owner decides

Only the owner can change the mode, acknowledgements and the pause. The rest of the team can see the page and spot-check what has been sent.

Academy

Read more in the Academy

Short, practical guides, written from the system as it works today.

Manual, Draft and Auto-send
For each category you decide whether the AI writes, whether the reply waits for you, or whether it is sent automatically - and you can pause all automation with one click.
Categories and skills
Every customer email gets a category, and every category has a skill that decides what the AI may promise. Create your own categories and fill in the skills, so the replies become yours.
When Nemma asks for a human
Some cases Nemma passes on to you instead of replying itself - here is what triggers it, and what you do.
Insights: figures for cases and the AI's work
Choose a period and a view in Insights, understand the figures (and that time saved is an estimate), and download the category table as CSV for Excel.
Business hours and holidays
Tell new customers when you will reply, with one standing out-of-office reply outside business hours and during holidays - and get to grips with when it is sent and when it is not.

Start on Draft, and move on when you feel confident

Every category starts on Draft. You switch on Auto-send yourself, one category at a time. The first 5 days are a trial with up to 50 AI replies.

Try free for 5 days
Auto-send - Nemma