Email Replies
Email Replies is one of the four automations that comes turned on when you create your Mutiny account. When a customer email lands in a thread the agent is watching, it checks whether there’s an actual ask and drafts a ready-to-send reply before you ever open the message.
What the automation does
- Runs on selected customer emails and checks the thread for a real open ask before drafting anything.
- Reviews the history and any commitments you’ve already made, then answers the latest message.
- For integration questions, replies all with an answer, a visual, and a workaround where it has one.
- Drafts a checked, ready-to-send reply and flags any gaps for your attention.
Because this runs out of the box, there’s no setup to work through. The automation starts drafting as soon as Gmail is connected during onboarding.
Viewing the guidance
Open the Assistant dropdown in the left sidebar, select Automation, and click into the Email replies card. Select View guidance in Brain to see exactly what the agent is checking for and how it writes a reply. Edit the guidance in the Brain if you want to change your reply style, add a routing rule, or change how integration questions are handled.
Permissions
Email replies uses the same four permission controls as every other out-of-the-box automation:
- Mutiny: auto-allowed.
- Read connected apps: auto-allowed.
- Write to connected apps: Ask me first, Allow without asking, or Don’t allow.
- Mode: Review first or Draft first.
See Mutiny Automations for a full breakdown of how each permission behaves.