How Pip drafts replies

Pip is the AI agent in Airmailer. For every customer email, Pip drafts a reply from your documents, in your writing style, and gives the draft a confidence score. Automatic sending decides whether the draft is sent automatically or waits for approval.

From email to reply

┌─────────────────────────────────────────────────────┐
│              A CUSTOMER EMAIL ARRIVES               │
└─────────────────────────┬───────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────┐
│         PIP READS                                   │
│                                                     │
│  The conversation so far, and attached PDFs         │
│  The passages in Knowledge closest to the question  │
│  The products the email names (Shopify or list)     │
└─────────────────────────┬───────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────┐
│         PIP DRAFTS A REPLY                          │
│                                                     │
│  In your writing style                              │
│  Following your writing rules                       │
│  In the language of the customer's email            │
└─────────────────────────┬───────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────┐
│         THE DRAFT IS CHECKED                        │
│                                                     │
│  Confidence: 0% to 100%                             │
│  Sensitive topics (legal, safety, disputes) flagged │
└─────────────────────────┬───────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────┐
│         AUTOMATIC SENDING                           │
│                                                     │
│  Sent automatically, or awaiting approval           │
└─────────────────────────────────────────────────────┘

Automatic sending

Choose under Settings > Automatic sending:

A draft always waits for approval when it has no confidence score, or when the customer raises a sensitive topic: safety, legal action, abuse, a payment dispute or strong distress. See Drafts awaiting approval.

The models

Pip drafts with a leading AI model, and a second model from another company checks each draft before it can be sent automatically, so no model grades its own work. Your plan covers the cost: there is nothing to choose or pay for separately.

What shapes a draft

Improving the drafts

• Today lists unanswered questions: what customers asked that Knowledge doesn't cover. Add an answer opens Knowledge so you can add a document that answers it.
• Every draft shows its Confidence, its Sources and, when it needs approval, the Reason for approval. When a draft needs approval because it says something Knowledge doesn't back, the reason quotes those sentences: Add a document that backs them, or edit the draft.
• Today also shows the week's numbers: customers who wrote, replies sent and the typical reply time.
• Today counts the emails from the last 12 hours that needed no reply, such as a thank-you, and links to them, so you can check that each one really needed none.

Next steps

• Writing style
• Writing rules
• What Pip can do
• Drafts awaiting approval