How customers see replies

Customers see a reply from your business. The email's text doesn't name Pip or Airmailer. Until your domain is verified, the reply is sent from your forwarding address, which is on Airmailer's domain.

Sender and thread

• From: your business name followed by "Support", such as Fernhill Coffee Support <support@fernhill.store>, from your support address once its domain is verified, otherwise from your forwarding address. See Email addresses.
• Reply-To: your support address, once email to it is known to reach Airmailer; otherwise the address the reply is sent from.
• Subject: "Re: " followed by the customer's subject.
• The reply is sent in the customer's thread, so their email app shows it under their own email.

A reply sent automatically is marked as an automatic reply, so out-of-office replies don't answer it.

The email

Each reply uses your email design: your logo at the top (or the business name, without a logo), your font and accent colour, and a footer with the business name and, if one is set, your postal address.

When Ask customers to rate replies is on, the reply ends with "Was this reply helpful?" and Yes and No. The customer confirms with Send rating on the page that opens, and can change the rating later. The rating is shown next to the reply in the conversation.

Languages

Pip drafts in the language of the customer's newest email. Everything else Airmailer adds is in English: "Support" after the business name, "Was this reply helpful?" and the rating page, and the default confirmation email.

Attachments from customers

Files customers attach are kept with their email: up to 10 per email, 10 MB each and 25 MB in total. PNG, JPEG, GIF and WebP pictures show as previews; other files download. A file that isn't kept shows Too large to save or Couldn't be saved.

Pip reads the text of attached PDF, text, CSV and Markdown files: the first 20 pages of a PDF, and up to 6,000 characters per file and 12,000 per email. Pip can't see what is in pictures.