Glossary

The terms you will see in Mailnitio, in alphabetical order.

A to C

• Acknowledgement: a short automatic reply confirming you received a customer's email, sent when a new ticket opens in a live category.
• Agent: a person on your support team who works tickets. In Mailnitio, "agent" always means a person.
• Allowance: the number of Autopilot conversations included in your plan each month, shared by your whole team.
• Autopilot: Mailnitio Autopilot, the automation that reads each email, picks a category and team, and acknowledges or answers where you allow it.
• Autopilot conversation: one customer email thread that Autopilot reads and answers or routes; follow-ups in the thread do not count again.
• Autopilot suggestion: Autopilot's decision or draft answer shown to your team, marked in purple with a wand icon.
• Canned response: a saved reply your team can insert into the composer.
• Category: what an email is about, such as "Complaints"; each category routes to one team.
• Confidence: how sure Autopilot is about a category, from 0 to 100%.

D to M

• Default category: where an email goes when Autopilot is unsure or fails; each mailbox can have its own.
• Escalation: an email that mentions an escalation term or that Autopilot flags as a regulator, legal or media matter; it goes to the escalation team as urgent.
• Guardrail check: the check every Autopilot draft answer must pass before it can be suggested or sent.
• Inbox log: the list of every email Mailnitio has read, with its category, confidence and decision trail.
• Knowledge base: the approved answers Autopilot uses to reply.
• Live mode: Mailnitio creates tickets and replies to customers as you have set.
• Mailbox: a support address Mailnitio reads, such as support@.

N to R

• Needs review: the queue where a person checks Autopilot decisions that were not confident, escalated or unclear.
• Paused: a mailbox mode in which emails are not processed until you resume.
• Pending: a ticket waiting on the customer's reply.
• Rerouted: Autopilot sent the email to a different team from the one its mailbox normally uses.
• Round robin: a team setting that assigns new tickets to members in turn.

S to Z

• Saved view: a named set of ticket filters, sort, columns and density that you can pin and share.
• Shadow mode: Autopilot decides and records what it would do, but creates no tickets and sends nothing to customers.
• SLA: the target time for the first response to a ticket, set by priority.
• Team: a group of people who handle the tickets of one or more categories.
• Threshold: a confidence level that decides whether an email routes on its own, is flagged for review or goes to the default category.
• Ticket: one customer conversation in Helpdesk, numbered like MN-1042.