Sendvisor Guide

How Sendvisor handles repeat customer support emails without removing human judgement from the risky ones.

What a Responder does

A Responder is a trained support workflow for one inbox. It knows what that inbox handles, how your team normally replies, which policies matter, and which situations need approval before anything goes back to the customer.

The goal is not to make every support decision automatic. The goal is to clear routine emails quickly and make risky replies easy for a human to review.

The support loop

  • A customer emails your support inbox with a repeatable issue: exchange, delivery question, damaged item, refund request, or policy question.
  • That inbox forwards the thread to Sendvisor. A verified sender, forwarded-for address, or delivered-to address tells Sendvisor which Responder should handle it.
  • The Responder drafts a reply using its background, goal, restrictions, and the thread context.
  • Sendvisor scores the draft. Clear, routine replies can be sent automatically when the score meets the active threshold and the thread has not reached its automatic-reply limit.
  • Low-confidence replies, responder-rule escalations, and replies past the thread limit wait for approval instead of being guessed.
  • Your team approves, edits, or rejects the draft, then tightens the Responder instructions when a pattern appears.

Setting up a Responder

Add the responder address in the dashboard, verify it from that mailbox, then forward customer emails from that address to the Sendvisor mailbox. The verified forwarding address tells Sendvisor which responder profile to use.

Replies are still addressed to the original sender. The forwarding responder address authorises the workflow and provides context, but it is not copied into the generated reply.

What to write

  • Background should contain durable facts: product, customer type, policies, tone of the inbox, and common situations.
  • Goal should describe the outcome most replies should move toward.
  • Do not should list hard boundaries such as promises, claims, topics, or escalation rules Sendvisor must avoid.

Responder setup checklist

  • Create a responder for the mailbox that will forward customer emails.
  • Open the verification email in that mailbox and verify the responder before testing it.
  • Set up forwarding from that mailbox to the Sendvisor mailbox shown in your dashboard.
  • Send a customer-style test email to the responder mailbox, then confirm it appears in Sendvisor under that responder.
  • Check the first draft carefully and adjust the responder background, goal, restrictions, tone, or review threshold if needed.

Confidence score and approval

Every generated reply is treated as a draft with a confidence score. Your threshold controls whether a routine answer can go out automatically or waits for review.

Confidence is only one part of the decision. A responder can also flag an escalation when its restrictions prevent an automatic answer, the answer is not covered by the responder background, or the sender asks for a human.

Drafts held for review can be opened, edited, approved, or rejected from the dashboard. The review email includes the draft, sender, recipients, and, when available, escalation or automatic-reply-limit context.

Escalating to a human

When a Responder can't resolve an enquiry, it should acknowledge the customer and hold the reply for review rather than invent an answer. This is the part of the loop that protects trust.

To point senders somewhere in the meantime, add an escalation contact to the responder background, for example: “If an enquiry can't be resolved automatically, tell the sender they can reach a human at [email protected].” Sendvisor can use that contact in its handoff reply.

Manual help when you need it

Responders are the main workflow, but you can still use Sendvisor manually for a one-off draft, summary, or second opinion.

  • Start from your registered email address. Sendvisor only works when the message comes from the email address on your Sendvisor account.
  • Reply, reply all, or forward the email and add the Sendvisor mailbox shown in your dashboard.
  • Mention your trigger word in the body. The current trigger word is @sendvisor.
  • Use this for exceptions. Use Responders for the repeatable inbox flow.

How reply recipients work

Sendvisor automatically identifies all participants in a thread — including the sender, reply-to, direct recipients, and CCs.

By default, replies are drafted to the original sender. Reply-to addresses are used for context, but not as send targets. CC addresses from the thread can be included or adjusted before sending.

Everyone else in the thread is still used for context, and you can customise reply recipients anytime in the dashboard.

Turnaround

Most drafts arrive within a few minutes. If a Responder does not process a message, check that the forwarding mailbox is verified and that the message was forwarded to the Sendvisor mailbox shown in your dashboard.

FAQ

No. Once a responder address is verified, forwarded customer emails from that address can be processed without the trigger word.
Use durable facts: what the inbox handles, your policies, common customer situations, escalation rules, and anything the responder should never promise.
A draft waits when the confidence score is below the active threshold, when responder rules flag escalation, or when the responder thread has reached its automatic-reply limit.
Yes, if the responder is configured for auto-send and the draft clears the confidence and rule checks. Risky replies stay in review.
Yes. Drafts held for review can be edited, approved, rejected, or used to adjust the responder instructions.
Replies are addressed back to the original customer. Sendvisor uses the forwarded thread for context and keeps the responder mailbox as the source of the workflow.
Yes. From your registered address, you can still add the Sendvisor mailbox and use your trigger word when you want one-off help, but responders are the main workflow.
Each responder can have its own confidence threshold. If it is blank, Sendvisor uses your account reply settings.

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