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Turn on AI replies

AI replies are configured per brand, in Brand Brain → Replies. The feature is off by default: until you enable it, campaign replies go wherever your sending address normally delivers them and SmartMailing does not touch them.

Enable the feature​

  1. Open Brand Brain and pick the brand in the brand switcher.
  2. In the Replies panel, check Let the AI draft replies for this brand.

From the next campaign onward, replies from subscribers are collected by SmartMailing, drafted against the brand's knowledge base, and queued for your approval in the Replies view.

Set your handoff inbox​

In the same panel, enter Your inbox (where you take over) and save it. After the AI answers a subscriber once, the conversation moves to this mailbox, the one you already use day to day. SmartMailing also drops a copy of the exchange there so the whole thread is in front of you when the subscriber writes back.

The reply address​

The panel shows which address your campaign replies flow through:

  • Using SmartMailing for now: replies come back safely through SmartMailing's shared reply address. This works with zero setup and no reply is ever lost.
  • Your own domain: add the DNS record the panel shows at your domain provider and press Verify. Once verified, replies run through your own domain and nothing of SmartMailing appears to your subscribers.
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The AI only ever drafts the first answer in a conversation, and only sends after you approve it. Everything after that first reply is between you and the subscriber in your own mailbox.

Improve the drafts​

Draft quality follows your knowledge base: the more real material the Brain has (FAQs, policies, product details), the more grounded the drafts. See Add knowledge to the Brain and test what the Brain would answer with Preview a reply draft.