Rolling out Smart
Section titled “Rolling out Smart”Do we need to turn Smart on everywhere at once? No. Turn it on for your company, then add mailboxes one by one. You can start with a small pilot and add more later.
What should we check before a pilot? That Smart is turned on for your company, the pilot mailboxes are taking part, and email body ingestion is on for them.
Which mailboxes make a good pilot? Mailboxes with lots of customer emails, and managers who will review the results regularly. Avoid very noisy or very sensitive mailboxes, unless that’s what you want to test.
Can different mailboxes see different Smart features? Yes. It depends on the company setting, whether the mailbox is taking part, whether email body ingestion is on, and where you’re looking.
Do Google mailboxes need to be re-authenticated? Existing Google mailboxes may need to be, because reading email bodies needs an extra Gmail permission (read-only).
What’s the difference between pausing Smart and deleting Smart data? Pausing can be undone, and your Smart data is kept. Deleting is permanent: it pauses Smart and removes Smart insights and stored email body content. See How do I turn on Smart features?
Privacy
Section titled “Privacy”Does Smart work while email text is hidden? Yes. Privacy Mode hides email bodies, summaries and evidence snippets on screen, but other Smart values still show.
Does Privacy Mode turn Smart off? No. It only changes what’s shown on screen.
Does timetoreply remove personal information (PII) before Smart reads emails? No. We tested removing it, but it made the results worse. Instead, we limit exposure with opt-in email body ingestion, per-mailbox control, Privacy Mode, Amazon Bedrock and encrypted storage of email bodies.
Is our data used to train AI models? No.
Why do some conversations have more Smart values than others? It depends on the direction of the email, what data is available, which page you’re on, and whether Smart has finished analysing that email yet.
Filters
Section titled “Filters”Do Smart filters replace our Global Filters? No. Smart categories and Smart filters work alongside blocked domains, blocked email addresses and custom rules.
What’s the difference between Smart categories and Smart filters? Smart categories (in Global Filters) leave whole categories out of your reports. Smart filters (on Conversations and Messages) narrow down what you’re looking at, by category, needs response, sentiment, urgency or intent. See How do I find the right conversations with Smart filters?
Who can see what Global Filters removed? Company admins, using Show Global Filter removals. It’s for reviewing and fine-tuning filters, not for daily use.
Alerts, Priority emails and exports
Section titled “Alerts, Priority emails and exports”When should we add Smart to alerts or Priority emails? Once the Smart values on Conversations and Messages look right for what you need. A short pilot helps managers see what will come through and why. See How do I use Smart rules for Priority emails and alerts?
What if an alert email is missing Smart data? If Smart is on but some values aren’t available, the alert email says so, rather than showing values that don’t exist.
When do Smart columns appear in exports? When Enable Smart Features is on for the company. A mailbox that is not ingesting email bodies can still appear in that file.
Is the Priority List available to everyone? Not yet. In the sidebar it is Priorities, and the page title is Priority List. For now it is shown to a Company Administrator, Company Manager, or Restricted Manager.
Corrections
Section titled “Corrections”Can we correct Smart values? Yes, with the Correct button on Conversations and Messages, as long as Smart and email body ingestion are on. See How do I use Smart features in Conversations and Messages?
Does one correction change all similar emails? No. A correction on a single email does not change other emails. Needs Response, Category and Smart Conversation Summary apply to the whole conversation, and a new message recalculates them.
Security
Section titled “Security”Which security certifications does timetoreply have? SOC 2 Type II and ISO 27001, with independent security audits every year.
Who do we contact about security or permissions? Your account manager, or support@timetoreply.com.