The Email tab in Tuning collects the email settings that apply to everyone in the organization. Members can view the configuration; editing requires the Builder role or above.

Smart reminders

Smart reminders are the best-practice email reminders that appear in Action Hub when a customer thread is waiting on someone. Each reminder type can be turned on or off and tuned separately:

Follow-up reminders: remind the sender to follow up when an outbound message does not get a reply. You set the number of business days before the first reminder, and a second delay for the reminder that follows if the follow-up also goes unanswered.
Reply reminders: remind the recipient to reply when a customer's message is waiting. You set the number of business days before the reminder is created.

Reminder tasks expire after 14 calendar days, and are removed early when a new email lands on the thread.

Communication style

The same tab holds your team's communication style: the tone and voice the AI uses whenever it drafts customer-facing content.

Open email settings