Mailnitio Insights
Know what your customers are saying, every week
Mailnitio reads across all your email to show what is rising, what is upsetting customers and where your team is falling behind. Every Monday it sends a plain-English report.
- Weekly report in plain English
- Alerts before an SLA breach
- Masked personal data
Emails
4,812
Up 12% on last week
Auto-replied
38%
Up 5 points
First response
14 min
Down 9 min
"Card declined" emails rose 140% since Wednesday, mostly from Mastercard users after the app update. 61% of them mention the same error code.
Suggested action: add an auto-reply with the fix and alert the Cards team.
Topic trends and new issues
See problems the week they start
Mailnitio groups your email by what customers are asking about and shows what is growing. A brand-new issue is flagged the first time enough customers raise it.
- Topics ranked by volume, with change on last week
- New issues flagged as they appear
- Example emails behind every topic
- A suggested action for the biggest movers
Card declined at checkout
612
Up 140%
App login code not arriving
188
New this week
New issueStatement requests
701
Steady
Transfer limit questions
143
Down 18%
Most urgent
Salary credited to the wrong account
UrgentMN-2402Card blocked while travelling
UrgentMN-2407Thank you for the quick help
LowMN-2411
Sentiment and urgency
Know who needs a person now
Every email is read for tone and urgency. Frustrated or time-critical customers are put in front of your team first, and the weekly mix shows whether things are getting better.
- Positive, neutral and negative tone on every email
- Urgency set from what the customer actually says
- Urgent emails surfaced in the team inbox
- Sentiment by topic and by team
Weekly insights report
One email on Monday morning, everything you need
The report opens with the numbers that matter, shows the trend that changed most and ends with what to do about it. It is written for managers, not analysts.
The numbers
Email volume, share handled by Autopilot and first response time, each compared with last week.
What changed
The topics that grew, shrank or appeared, with a plain-English explanation of why.
What to do next
Suggested actions, such as adding an auto-reply or alerting the team that owns the issue.
SLA risk alerts
Hear about a breach before it happens
Insights compares the tickets waiting with your response targets and the time left. When a team is on course to miss, supervisors are alerted while there is still time to act.
- Alerts by team, before the target is missed
- The tickets closest to breaching, listed first
- Sent to the supervisors you choose
- History of breaches and near misses
Cards team is likely to miss its target today. 9 tickets are waiting and 3 will breach within the hour.
- MN-2402Cards team22 min left
- MN-2398Cards team41 min left
- MN-2395Complaints55 min left
| Team | Emails | First response | Reopened |
|---|---|---|---|
| Cards team | 1,204 | 11 min | 3.1% |
| Retail Banking | 2,386 | 16 min | 2.4% |
| Complaints | 412 | 28 min | 5.0% |
| Loans | 810 | 19 min | 1.9% |
Team performance
Volume, speed and quality by team
See how each team is coping: how many emails it receives, how quickly it responds and how often tickets are reopened. Spot workload problems before customers do.
- Emails handled and first response time per team
- Reopen rate as a measure of resolution quality
- Share of emails resolved by Autopilot replies
- Compare any week with the one before
Campaign reports for Reach
What worked, and what to try next
Every Reach campaign gets a report on delivery, opens and clicks, with a short note on what made the difference and a suggestion for the next send.
- Delivery, open and click rates for each send
- Which subject line performed better
- Suggestions for follow-ups and timing
- Replies from customers land in Helpdesk
Acme Bank: savings rate update
Delivered
98.6%
Opened
41.2%
Clicked
6.8%
Try next: send the follow-up on Tuesday morning to people who did not open.
- Email history24,310 emails
- Agent corrections126 this month
- Knowledge base58 articles
Autopilot training and learning
Reports get sharper as Autopilot learns
Mailnitio Autopilot learns your categories, teams and wording from emails your team has already handled. After go-live, every correction an agent makes is applied to later emails.
- Trained on your email history, then kept up to date
- Corrections from agents improve routing and replies
- Accuracy by category shown before you go live
- Knowledge base articles keep answers consistent
Privacy
Insights without exposing your customers
Reports are built from masked email and describe topics and totals. What Autopilot learns stays inside your workspace.
Personal data masked
Account numbers, phone numbers, card numbers and IDs are hidden before an email reaches a language model.
Workspace-only training
Autopilot learns only from your workspace. Your emails never train another company's Autopilot.
Topics and totals, not people
Reports show what customers write about and how many, so you can act without exposing individuals.
Pricing
Priced per agent, with Autopilot included
Priced per agent a month. Every plan includes smart routing and auto-replies. Higher plans add your knowledge base, integrations and full agent training on your emails.
Starter
For a support team getting started with Autopilot on one mailbox.
$25per agent a month
or ₦39,000 per agent a month
100 Autopilot conversations a month
- Smart routing by meaning, with confidence scores
- Autopilot replies to routine enquiries
- Team inbox, notes, tags and assignment
- SLAs and review queue
Growth
For teams that want Autopilot to answer from their own knowledge.
$45per agent a month
or ₦70,000 per agent a month
500 Autopilot conversations a month
- Everything in Starter
- Knowledge base for Autopilot answers
- Autopilot training on your categories and teams
- Reply drafts for your team
- Custom integrations and workflows
Pro
For operations that want Autopilot to learn the business from every email.
$65per agent a month
or ₦100,000 per agent a month
2,000 Autopilot conversations a month
- Everything in Growth
- Full Autopilot training on your email history
- Continuous learning from agent corrections
- Weekly insights report
- Sentiment, trends and SLA risk alerts
Enterprise
For high-volume teams that need more than 2,000 Autopilot conversations per agent.
Custompriced for your volume
2,000+ Autopilot conversations a month
- Everything in Pro
- Custom Autopilot conversation volumes
- Custom integrations with your CRM, MCP servers and internal systems
- Custom Autopilot training
- Volume pricing for large teams
Free 30-day pilot on every Helpdesk plan. Run Mailnitio on your own mailbox in shadow mode before you pay. Prices exclude VAT.
FAQ
Questions we are asked most
What is Insights?
Insights reads across every email in your Helpdesk and shows what is rising, what is upsetting customers and where your team is falling behind. A plain-English report arrives every Monday.
Which plan includes Insights?
The weekly insights report, sentiment, trends and SLA risk alerts are part of the Pro plan. See the Helpdesk plans below for the full list.
Does it work for Reach campaigns too?
Yes. Campaign reports show delivery, opens and clicks for each Reach send, what worked and what to try next.
Can we choose who receives the report?
Yes. Choose the people and the day it is sent, and keep the same figures available in the app whenever you need them.
How does Autopilot learn from our emails?
It learns from the emails your team has already handled and from the corrections agents make afterwards. It learns only from your workspace.
Is personal data exposed in reports?
No. Account numbers, phone numbers, card numbers and IDs are masked before an email reaches a language model, and reports show topics and totals, not customer details.
Get started
See Insights on your own email
We'll connect a mailbox, train Autopilot and show you the report your team would have received last week in a 30-minute demo.