Writing replies
Most replies start as Pip's drafts. See Drafts awaiting approval for Send, Edit, Rewrite with Pip and Discard draft.
Write a reply
Write a reply, in a conversation, opens the reply box for a reply of your own.
Cmd+Enter(Mac) orCtrl+Enter(Windows) sends it, like Send. For 10 seconds, Undo cancels the send.- A reply can have up to 20,000 characters. Files can't be attached.
- An unsent reply is kept in the browser tab, so a reload doesn't lose it. Leaving the page with an unsent reply asks first.
- If Pip is drafting a reply at the same time, the box says so: sending yours discards Pip's draft.
- If the customer wrote again since the page opened, the reply isn't sent: "The customer sent a new email. Read the new email, then send the reply."
Replies written this way don't count toward usage.
Fixing a draft's reason for approval
Under a draft's Reason for approval, a link goes to the fix:
| Link | When |
|---|---|
| Add an answer | Knowledge didn't cover a topic the customer asked about. It opens the Write tab in Knowledge with the topic as the title. |
| Add a document | Knowledge has no documents, or doesn't back what the draft says, and no topic is named |
| Open Automatic sending | The draft's confidence is below the Automatic sending option, with no other reason, or Approve every draft is chosen |
Once the missing answer is in Knowledge, Draft again replaces Add an answer: Pip writes the draft again from Knowledge as it is now and checks it again. The draft stays awaiting approval. An answer added on the Write tab also lists the drafts awaiting approval that it answers, with Draft again, or Draft again (3) for several, which writes them all again.
Rewrite with Pip
Rewrite with Pip asks for Instructions of up to 500 characters, such as "shorter, and offer a replacement". Pip writes a new version of the draft, which stays awaiting approval. It counts toward usage.
When nothing can be sent yet
Until forwarding is checked or the sending domain is verified, nothing is sent to customers. For email received on help.yourdomain.com, nothing is sent until its MX record is found. Send is off, and the line next to it says why, with a link to the fix for owners. See Email addresses.
Undo
Send and Discard draft can be undone for 10 seconds with Undo in the notification. Leaving the page within the 10 seconds carries the action out straight away.