What you achieve
You decide, per organization and per project, how much the AI does with customer mail in the Inbox, and whether a reply must be approved before it goes out.
By default the AI only makes a suggestion, and a person sends the reply. Nothing then goes to your customer automatically.
Where you set it
| Level | Where | Who |
|---|---|---|
| Organization (default for every project) | Settings → Customer communication, tab Sending & approval | Admin or manager |
| Project (differs from the organization) | Project → Approvals & rules, section Replies to customers | Project Admin |
A project setting wins over the organization setting; whatever the project does not set follows the organization (Same as the organization). If FixControl cannot read the settings, it falls back strictly: every reply needs approval and the AI sends nothing by itself.
The project's Customer communication page is about how replies sound, look and are signed (style, sender, templates). Sending and approval live under Approvals & rules.
When may the AI send a reply by itself?
| Choice | What happens |
|---|---|
| Off | The AI does nothing with incoming mail. |
| Suggestions only (default) | The AI proposes a reply in the Inbox. A person writes and sends. |
| Prepare drafts | The AI puts a draft reply ready. A person checks it and sends it. |
| Send automatically at low risk | The AI sends by itself when it is sure enough and the risk is low, within the limits below. Everything else becomes a draft. |
Limits for automatic sending — outside these limits the reply becomes a draft:
- Minimum certainty — 90% by default.
- Knowledge-base source required — on by default: the AI only sends by itself when an article from the knowledge base backs the answer.
- Automatic replies per conversation per day — 1 by default.
Even with automatic sending, the AI only answers questions and how-to requests by itself. Complaints, bugs, feature requests, refunds, billing disputes, legal and security questions, angry customers and anyone who asks for a person always get a draft. Every AI reply also passes a safety check that is always on; if it does not pass, it becomes a draft. And the AI sends nothing if someone has already started on the reply in that conversation.
Must a reply be approved first?
| Choice | What happens |
|---|---|
| No (default) | Whoever writes the reply sends it with one click. |
| Only replies written by the AI | Replies that started from an AI draft, and the AI's automatic sends, wait for approval. Replies a person writes from scratch go out with one click. |
| Every reply | Every reply from the Inbox waits for approval — also the AI's automatic sends. |
With the Four-eyes principle (off by default) the approver must be someone other than the person who wrote the reply.
Approvals are given by your organization's admins and managers: in FixControl under Approvals, with the buttons in the e-mail they receive, or in the project's Slack or Teams approvals channel. Approving from chat needs an elevated link of your chat account. An approval covers exactly the text that was submitted; if the text is changed afterwards, a new approval is needed.
Under What happens now, the page summarizes your choices in plain language.
Replies through support software
A reply on a ticket in Freshdesk, Odoo, TOPdesk or Jira Service Management is always put up for approval before it is posted on the ticket as a customer-visible message. This only applies where your administrator has switched on writing replies back for that system; by default it is off. Customer-visible replies are not possible on Jira Software. See Issue trackers.
An e-mail to a customer that you compose from Contacts goes through the same approval. See Contacts.
What the reviewer sees
With an AI suggestion you see the certainty, the risk, what the AI thinks the customer wants, and the proposed reply. A draft written by the AI is marked as such. View analysis in the Inbox shows what the recommendation is based on.
FAQ
How do I switch the AI off completely? Choose Off under When may the AI send a reply by itself?.
Can I take back an automatically sent reply? No. Start with Suggestions only or Prepare drafts, and switch automatic sending on only for a project where you have seen the behaviour.
Why did an AI reply become a draft instead of being sent? One of the limits held it back: not enough certainty, no knowledge-base source, the daily limit, a topic that always gets a draft, or the safety check.
Does the AI reply in the customer's language? Yes, the AI follows the language of the incoming mail.