Help centre
How can we help?
What each feature does and where to set it, written from the product itself.
Getting started
Create your workspace, connect a mailbox and bring in your team.
Routing and teams
How emails find the right team, and how you set the rules.
- Categories and teamsWhat a category is, how to create one, how categories map to teams, and which team gets an email when Autopilot is unsure.
- How auto-routing worksHow Autopilot picks a category and team for each email, what confidence means, when an email is rerouted or needs review, and how to correct a route.
Autopilot
Acknowledgements, answers and the knowledge they come from.
- Autopilot repliesShadow mode and live mode, the reply settings for each category, acknowledgements, knowledge base answers and what your customers see.
- Knowledge baseAdd answers and documents, let Autopilot read long documents into answers, approve what customers may get, and download the whole knowledge base as a PDF.
Working in Helpdesk
Tickets, queues, notifications and the review queue.
Workspace and account
Roles, plans, usage, security and privacy.
- Roles and permissionsWhat owners, admins, supervisors, agents, reviewers and viewers can do in Helpdesk, plus the developer and marketer roles for Reach.
- Plans and usageWhat an Autopilot conversation is, how the monthly allowance works, what happens when it runs out, and what Settings → Usage shows.
- Security and privacyTwo-factor authentication, how personal data is masked before any language model sees it, how your workspace is kept separate, and where to ask about data location.
Channels
Email today, more channels on the way.
Reference
The words Mailnitio uses, in one place.
Get started
Still stuck?
Tell us what you are trying to do. Our team replies within one working day.