ReplyFlow User Guide

Welcome to ReplyFlow! This guide will walk you through all the features to help you get the most out of the platform.

Getting Started

The core of ReplyFlow is the Service. A Service is a dedicated AI assistant that you configure to handle a specific type of email, like customer support, sales inquiries, or general questions.

Creating a Service

Navigate to the Services page from the main menu.
Click the New Service button.
Give your service a descriptive Name (e.g., "Customer Support Bot") and Description.
You will be redirected to your new service's configuration page.

Configuring Your Service

Once a service is created, you need to configure its behavior.

AI Settings

Found under the Settings tab for your service:

Reply Tone: Choose the personality for your AI. Options include Formal, Friendly, Playful, and Neutral. (Note: Custom tones are available on premium plans).
Reply Language: Set the language for replies. "Auto-Detect" will respond in the language of the incoming email.
Daily Auto-Reply Limit: (Team Plan & higher) Set a cap on how many replies are sent automatically per day to manage usage.
Fallback Reply: (Team Plan & higher) A default message to send if the AI cannot generate a confident response.

Building a Knowledge Base

The AI needs knowledge to answer questions accurately. You provide this by uploading documents to the service's Knowledge Base.

Go to the Knowledge Base tab for your service.
Upload a document (PDF, TXT, or MD). This could be your company's FAQ, product documentation, or return policy. You can upload multiple documents per service (subject to your plan's limits).
The system will process the document, which may take a few moments. The status will update to "Ready" when complete.

Guide to Uploading Context Documents for ReplyFlow Auto-Replies

Uploaded documents act as the knowledge base for your service and are used by the AI to generate context-aware email replies — including responses to general enquiries, support requests, and more.

To ensure high-quality and relevant responses:

Provide detailed and comprehensive information. The more specific and accurate the content, the better the AI can tailor its replies.

Keep documents up to date. Outdated or conflicting information can lead to inaccurate or generic responses. Regularly review and update your documents.

Avoid conflicting or redundant content. If multiple documents cover the same topics, ensure consistency to prevent confusion or incorrect replies.

Manual fallback for insufficient context. If the AI cannot find sufficient information in the knowledge base, it will generate a generic reply and flag the message for manual handling.

Document removal impacts AI behavior. When a document is deleted, the associated knowledge is no longer available to the AI and may affect the quality of future replies.

We recommend uploading internal FAQs, service/product descriptions, return or support policies, onboarding guides, and any other relevant content that helps the AI understand how to respond appropriately on your behalf.

Testing with the AI Simulator

Before activating your service, use the AI Simulator to see how it will respond.

Go to the AI Simulator tab.
Enter sample email text into the input box.
Click Generate Reply.
The AI will generate a response based on your uploaded documents and settings. This is a great way to test and refine your Knowledge Base.

Connecting Your Inbox

To make your service live, you need to connect an email account.

Navigate to your service and click the Inboxes tab.
Click Connect New Inbox.
Choose your provider (Gmail or Outlook) and follow the on-screen prompts to authorize ReplyFlow. You will be redirected to Google/Microsoft to grant permission.
Once connected, the inbox will appear in the list.

Manual vs. Auto-Reply Mode

Manual (Default): The AI generates a reply and places it in the "Pending Replies" queue for you to review, edit, and approve manually.
Auto-Reply: (Team Plan & higher) The AI will automatically send the generated reply without manual review. Use this mode with caution and only when you are confident in your AI's configuration.

Reconnecting an Inbox

If a connection has an issue, you can click the Reconnect icon (a circular arrow) next to the inbox to re-authorize it.

Dashboard and Analytics

The Dashboard gives you a real-time overview of your account's performance.

Key Metrics: See your usage for services, replies, inboxes, and team members against your plan's limits.
Message Volume Graph: Visualize the number of messages received versus replies sent over various time periods (7D, 30D, 3M, etc.).
Keyword Analytics: See a breakdown of the most common topics in your incoming emails, grouped by categories you can define. This helps you understand customer needs at a glance.
Recent Activity: A log of the most recent actions taken by users in your team.

Managing Replies

The Replies page is your central hub for reviewing all AI-generated suggestions from all services set to "Manual" mode.

The Review Workflow

For each pending reply, you can:

Review: Compare the incoming email with the AI's suggested reply.
Edit: Modify the AI's suggestion directly in the "Final Reply" text box.
Approve: Send the final version of the reply. This consumes one "AI Reply" from your plan's quota.
Reject: Discard the AI's suggestion. The email will not be sent, and it will not count against your quota.
Mute Thread: Permanently stop the AI from generating replies for this specific email thread in the future.

Team Management

(Available on Team & Business plans)

Inviting Users

Navigate to the Team page.
Click Invite User.
Enter the user's email address and assign them a role. An invitation email will be sent.

Roles & Permissions

Account Owner: Full administrative access. Can manage billing, plans, and delete the account. There is only one owner.
Account Admin: Can manage users, services, and settings, but cannot manage billing or delete the account.
Content Moderator: Can only view and manage AI replies. Cannot change service or team settings.

Account and Profile Settings

Update your full name.
Change your password.
Leave a team or delete your personal account (Danger Zone).

Plan & Billing: View your current plan, see features, and access the billing portal to manage your subscription, view invoices, or cancel your plan.
Tenant Information: Change the name of your team/tenant.
Blacklist: (Business Plan only) Add specific email addresses to a global blacklist to prevent the AI from ever replying to them.