What are Smart features?

Smart features help your team find, prioritise and understand customer conversations. They read the content of emails and add signals such as whether a reply is needed, how urgent an email is, and the customer’s tone.

Smart adds this context to the places your team already uses: Conversations, Messages, filters, alerts, Priority emails, exports and the Extension.

Smart terms

Term	What it means
Needs response	Whether a conversation seems to need a reply from your team.
Urgency	How time-sensitive an email seems: FYI, Not Urgent, Normal, Urgent or Immediate Crisis.
Sentiment	The customer’s tone: Very Negative, Negative, Neutral, Positive or Very Positive.
Category	The broad type of conversation, such as Support, Sales, Billing, Notification or Spam.
Intent	What the customer is trying to do, such as Cancellation Request, Refund Request, Complaint or Sales Opportunity.
Summary	A short Smart summary of the email or conversation.
Evidence snippets	Short quotes from the email that explain a Smart value. Only shown when your privacy settings allow it.
Email body ingestion	Securely reading the email body so Smart can work. Smart can’t analyse a mailbox without it.
Privacy Mode	Hides email bodies and Smart summaries on screen, while other Smart values still show.

What to expect

Smart is there to help your team, not replace their judgement.
Signals like sentiment, urgency and intent are predictions, so they’re sometimes wrong. You can correct them. See How do I use Smart features in Conversations and Messages?
Smart only works on new emails after it’s turned on. Older emails aren’t analysed.
Some features are still being rolled out and may change.

Tips for getting started

Start with a few customer-facing mailboxes, then add more.
Check Smart values against real conversations before you use them in alerts.
Use filters and alerts to cut out noise.
Review the privacy settings with your security or compliance team.