| Case | Company | Category | Summary | Status | Risk | Assigned | Updated | Trial | MD |
|---|
| Company | Domain | Type | Trial | Assigned Sales | Customer Emails | Actions |
|---|
What customers are struggling with, which issues may affect conversion, which Trial Customers are at risk, and what Support is spending time on — Category is the normalized "topic" both the free local AI and any configured Claude/OpenAI provider group similarly-worded questions into.
Cases handled, Cases solved and Replies sent are tracked separately — a difficult Case needing 5 replies should not count for more than a simple one-reply Case.
| Employee | Cases handled | Cases solved | Replies sent | Avg. first response | Avg. resolution time |
|---|
Connect your own Gmail/Google Workspace inbox so emails customers send directly to you (not just the shared group address) are picked up automatically — everything feeds the same Central Server and database your teammates use. Only you can authorize your own Google account; an Admin cannot do this on your behalf.
| Status | Last Synced | Actions |
|---|
| Name | Role | Active | Created | Actions |
|---|
| Status | Type | Last Synced | Ownership (default Case owner) | Actions |
|---|
If your connected mailbox is a member of a Google Group (e.g. a shared sales/support alias), set it here. Support replies that CC this address are recognized as replies to an existing case instead of new inquiries.
Comma-separated. Add another domain your OWN company uses (e.g. an overseas office) so a staff reply from that domain is never mistaken for a customer inquiry — this is checked in addition to the connected mailbox's own domain.
| Name | Active | Actions |
|---|
The system learns from what you do so you don't have to keep reporting the same thing every time: deleting a Case as "Not related to Support" remembers the sender so that kind of email is never turned into a Case again. If a suppressed sender later becomes a real customer, just register them as a Company contact — that alone overrides the rule for that address, no need to delete it here.
| Type | Value | Reason | Times applied | Actions |
|---|
| Keyword | Category | Actions |
|---|
| Keyword | Risk level | Actions |
|---|
These incoming messages could belong to an existing case, but the AI's confidence was below the auto-merge threshold. Choose whether each one is a continuation of an existing case or a new one.
A same-case match below this confidence is never auto-applied — it's queued in AI Review for a human to confirm (Section 8). Default: 0.75.
Sends a weekly summary email (new inquiries, still-open/high-risk/management-attention cases, trial company snapshot) from a connected Gmail account. Sending is off by default — configure recipients and a sending account below, preview the exact email, then enable the schedule.
No connected Gmail account has permission to send mail yet. Reconnect one from the Gmail tab — the consent screen will ask for send permission automatically.