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Smart features guide

Smart Overview

Smart helps teams find, prioritize, and understand customer conversations using signals such as Needs Response, Urgency, Sentiment, Category, Intent, and conversation summaries.

Smart adds intelligence and context to the workflows teams already use in timetoreply, helping customer-facing teams focus attention where it matters most.

What Smart Means

Smart is timetoreply’s set of intelligent conversation analysis features. It uses message content and conversation context to help teams identify customer conversations that may require attention.

Instead of relying only on response-time metrics, Smart adds contextual signals such as:

  • Whether a conversation likely needs a response
  • How urgent or time-sensitive the message appears
  • The customer’s sentiment or tone
  • The likely category or intent of the conversation
  • A short AI-generated summary
  • Supporting evidence snippets where permitted

For existing timetoreply users, the simplest way to think about Smart is:

Smart adds context and prioritization to the logs, filters, alerts, exports, and Extension workflows teams already know and use.

Key Smart Terms Needs Response

Indicates whether a conversation appears to require a reply from your team.

This helps teams quickly identify messages that may otherwise be missed.

Urgency

Represents how time-sensitive, important, or potentially risky a message appears.

Urgency can help prioritize conversations that may need immediate attention.

Sentiment

Reflects the customer’s apparent tone or emotional state.

Examples may include:

  • Positive
  • Neutral
  • Negative
  • Frustrated

Sentiment helps teams understand customer experience trends and identify sensitive conversations.

Category

The broad classification of the conversation.

Examples may include:

  • Customer inquiry
  • Notification
  • System-generated
  • Spam
  • Internal communication

Categories help reduce noise and improve filtering.

Intent

Represents what the customer appears to be trying to do, ask, or achieve.

Examples may include:

  • Request support
  • Ask for pricing
  • Cancel a service
  • Escalate an issue
  • Request an update

Intent helps teams route and prioritize conversations more effectively.

Summary

A short Smart-generated summary of the message or conversation.

Summaries help users quickly understand the context of a conversation without reading the full thread.

Evidence Snippets

Short supporting excerpts from the conversation used to explain Smart classifications.

Evidence snippets are only shown when permitted by privacy settings.

Email Body Ingestion

The process of securely ingesting and analyzing email body content so Smart can generate insights and classifications.

Without email body ingestion, Smart analysis cannot be performed.

Privacy Mode

Controls whether message body content is displayed or hidden within timetoreply.

Privacy mode helps organizations balance visibility, compliance, and operational needs.


Quick Getting Started

The Smart feature option should already be available on your account.

1. Prepare

Confirm internally with relevant stakeholders that your organization is ready to opt in to email body content ingestion and Smart analysis.

This may include:

  • Security teams
  • Compliance stakeholders
  • IT administrators
  • Customer support leadership

2. Activate

If you have Company Administrator permissions:

  1. Open Advanced Settings
  2. Enable Smart features
  3. Review available privacy settings

Advanced Settings:
Advanced Settings

3. Select Mailboxes

Choose which mailboxes should participate in Smart analysis.

You can:

  • Enable selected mailboxes only
  • Enable all mailboxes
  • Roll out gradually in phases

4. Connect

Schedule an introductory session to review:

  • Smart workflows
  • Best practices
  • Rollout strategies
  • Example use cases

Book a call:
Book a Smart Intro Call

Status Labels ✅Available

Ready to use as part of normal Smart workflows.

Controlled Rollout

Currently in testing, limited release, or internal rollout phases.

Features marked with this label may change during validation.

Suggested First-Time Demo Sequence

When introducing Smart to new users or stakeholders, the recommended walkthrough order is:

1. Advanced Settings

Explain:

  • Company-level Smart enablement
  • Email body ingestion
  • Privacy mode controls

2. Mailboxes

Show:

  • Mailbox-level participation
  • Selective rollout capabilities
  • Opt-in management

3. Conversation Logs or Message Logs

Review Smart values directly within logs, including:

  • Needs Response
  • Urgency
  • Sentiment
  • Category
  • Intent
  • Summary

4. Smart Filters

Demonstrate:

  • Filtering by Smart attributes
  • Prioritization workflows
  • Filtered Out transparency views

This helps teams understand how Smart classifications influence visibility and focus.

5. Extensions, Alerts, and Exports

Depending on the customer’s workflow, demonstrate:

  • Extension setup
  • Alerting workflows
  • Priority queues or cards
  • Smart-powered exports and reporting

Important Expectations and Caveats

  • Smart classifications are designed to assist teams, not replace human judgment.
  • Signals such as sentiment, urgency, and intent are predictive and may occasionally be imperfect.
  • Privacy mode settings may limit visible evidence snippets or message content.
  • Some Smart capabilities may require email body ingestion to function fully.
  • Controlled Rollout features may change before general availability.

Best Practices

To get the most value from Smart:

  • Start with a small mailbox rollout
  • Validate Smart classifications with real workflows
  • Use filters and alerts to reduce noise
  • Review privacy settings with compliance stakeholders
  • Train managers and agents on prioritization workflows