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 create tasks in Action Hub when an email needs a response and the configured waiting period has passed. Silence alone is not enough: AI checks whether the email asks for specific information, a decision, or confirmation. Informational recaps and courtesy closings should not qualify on their own. See which emails need a reply for examples and the limits of this check.

Choose the cadence

Setting	What it controls
Follow-up reminders	Whether Cust creates reminders for your team to follow up on an unanswered outbound email that needs a response.
First follow-up	The business-day delay after the first outbound email since the customer's last reply.
Second follow-up	The business-day delay after a second outbound email when the customer still has not replied. This is measured from that newer email.
Reply reminders	Whether Cust creates reminders for your team to answer a customer's email that needs a response.
Reply delay	The business-day delay after the customer's latest email.

Each delay can be set from one to five business days, with three business days as the default. Both reminder types are off by default in a new configuration; check your workspace's current settings rather than assuming it uses the defaults. Click Save to apply changes. If you turn a reminder type off, Cust asks you to confirm Turn off and delete tasks because its outstanding tasks will be removed.

The follow-up flow does not keep creating tasks for the same unanswered message. A second reminder requires a second outbound message; after three outbound messages without a customer reply, no further follow-up reminders are generated by this flow. These are tasks for your team, not automatically sent emails.

Scope and available controls

These settings apply to everyone in the workspace. Owners, Admins, and Builders can change them; Members can view them.

Turn off Follow-up reminders to stop their generation while keeping Reply reminders enabled, or vice versa.
Turning off either type also removes its outstanding reminder tasks across the workspace.
Increase the delay to wait longer before an eligible email creates a reminder. This changes timing, not which email content the AI considers actionable.
Dismiss individual tasks, or select several and use Dismiss tasks in Action Hub, when no useful action remains. Filtering your queue only changes the view.

There is currently no per-email reminder toggle in the composer or dedicated “exclude meeting recaps” option. Recaps are assessed by their content: a summary alone should be skipped, while a request to confirm a date or approve a next step can qualify. Dismissing a task does not retrain that decision.

Cleanup and other automation

Pending reminders expire 14 calendar days after the underlying email. A newer outbound message clears pending reply and follow-up reminders, except the task used to send it; a newer inbound customer message clears pending follow-up reminders. Imported older messages, bounces, and messages identified as automatic replies do not trigger this cleanup.

Threads managed by active guidance use the guidance cadence instead of parallel smart reminders. Workflow-sent emails and emails sent through an email-sequence approval task are excluded from smart follow-up reminders.

See Action Hub for reviewing an unexpected reminder and reporting an example.

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