# ReplyPen

> ReplyPen drafts replies to customer email, grounded in your help center, website and past replies; software companies can add their production data and code. Operated by ProBackup BV (Hasselt, Belgium).

Every page on replypen.com has a Markdown twin at the same path plus `.md`.

## Pages

- [ReplyPen overview](https://replypen.com/index.md): ReplyPen drafts replies to customer email in Gmail, Outlook and Intercom from your help center, website and past replies, with a Check note under every draft. Pricing and FAQ.
- [Pricing](https://replypen.com/pricing.md): Free for 7 days with every feature and no card; then €0.25 per conversation. Cost calculator and what is included.
- [ReplyPen for B2B SaaS](https://replypen.com/b2b-saas.md): For software companies: answers grounded in your production data, help center and code, in email, chat and ticketing, with vetted actions.
- [Security](https://replypen.com/security.md): What is enforced by kernel, network and database versus what depends on a model, and how we test both.
- [Where your data goes](https://replypen.com/data-residency.md): The two AI providers, what stays in Frankfurt, and which surfaces are opt-in.
- [Join the waitlist](https://replypen.com/waitlist.md): ReplyPen is opening to new teams soon; leave an email to hear when your spot is ready.
- [Ask your AI](https://replypen.com/ask-your-ai.md): Two prompts for the coding agent that knows your codebase to evaluate ReplyPen for you.
- [Privacy Policy](https://replypen.com/privacy-policy.md): How ProBackup BV processes Google user data and other personal data, including the Limited Use disclosure.
- [Cookie Policy](https://replypen.com/cookie-policy.md): Cookies and similar technologies on replypen.com and app.replypen.com.
- [Terms of Service](https://replypen.com/terms-of-service.md): The terms governing use of ReplyPen, operated by ProBackup BV (Belgium).

## Product

- [Replies drafted in your own Gmail or Outlook inbox, with a Check note](https://replypen.com/product/inbox.md): ReplyPen leaves a ready-to-send Draft in your Gmail or Outlook thread for every customer email that needs a reply, with a Check note listing what it relied on.
- [Memory: what ReplyPen learns about your business, and how you correct it](https://replypen.com/product/memory.md): ReplyPen keeps what it learned about your business, your tone and your answers in Memory, in plain language you can read and correct.
- [What ReplyPen reads to answer your customer email](https://replypen.com/product/data-sources.md): ReplyPen drafts replies from your past emails, website and help center, plus files and tools you connect. It only reads these sources and never changes them.
- [Rules: choose which customer email gets a Draft and which is skipped](https://replypen.com/product/rules.md): ReplyPen is draft-only. Rules skip or always draft email by sender, domain, subject or body text, on top of the automatic skips. Nothing is sent without you.

## Use cases

- [Use cases](https://replypen.com/for.md): How different small businesses use ReplyPen to answer customer email in Gmail and Outlook, one page per kind of inbox.
- [How to answer customer email for a SaaS product](https://replypen.com/for/saas-support.md): Drafts for your SaaS support inbox in Gmail or Outlook, from your help center, website and past replies, each with a Check note. Nothing is sent without you.
- [AI Drafts for a shared support inbox in Gmail or Outlook](https://replypen.com/for/shared-support-inbox.md): Connect support@ or info@ and ReplyPen leaves a Draft in each customer thread for the whole team, skips the noise, and shows the lead how many Drafts went out as written.
- [Answer customer email faster as a founder, in your own tone](https://replypen.com/for/founders.md): For owners who answer customer email themselves. ReplyPen writes a Draft in your tone in Gmail or Outlook, ready on your laptop or phone. You check it, fix it and send it.
- [AI Drafts for webshop customer email in Gmail or Outlook](https://replypen.com/for/ecommerce.md): Delivery times, returns, sizes and delivery countries answered from your store's own pages and past replies, as a Draft in Gmail or Outlook, in your customer's language.

## Compare

- [Compare ReplyPen](https://replypen.com/compare.md): Side-by-side comparisons of ReplyPen with the AI built into Gmail and Outlook and with other AI email tools, each claim sourced and dated.
- [ReplyPen vs Gemini in Gmail for customer email](https://replypen.com/compare/replypen-vs-gemini-in-gmail.md): Gemini in Gmail helps you write and summarise your own email. ReplyPen drafts answers to customer email from your help center and website. Sourced, dated comparison.
- [ReplyPen vs Copilot in Outlook for customer email](https://replypen.com/compare/replypen-vs-copilot-in-outlook.md): Copilot in Outlook drafts when you ask, from your own Microsoft 365 data. ReplyPen drafts answers to customer email from your help center before you open it. Sourced, dated comparison.
- [ReplyPen vs Fyxer for customer email](https://replypen.com/compare/replypen-vs-fyxer.md): Fyxer sorts one professional's inbox and drafts replies. ReplyPen drafts answers to customer email from your help center, for shared inboxes too. Sourced, dated comparison.
- [ReplyPen vs Ellie for customer email](https://replypen.com/compare/replypen-vs-ellie.md): Ellie and ReplyPen both draft replies in Gmail and Outlook. Where they differ for customer email, in learning, sending and price. Sourced, dated comparison.
- [ReplyPen vs Superhuman for customer email](https://replypen.com/compare/replypen-vs-superhuman.md): Superhuman is a fast email app with AI drafts, priced per member. ReplyPen drafts answers to customer email in your own Gmail or Outlook, per conversation. Sourced, dated comparison.
- [ReplyPen vs Fin (formerly Intercom) for customer email](https://replypen.com/compare/replypen-vs-fin.md): Fin answers customers on its own inside a helpdesk, per outcome. ReplyPen drafts replies in your own Gmail or Outlook for you to send, per conversation. Sourced, dated comparison.
- [ReplyPen vs eesel for customer email](https://replypen.com/compare/replypen-vs-eesel.md): eesel puts AI inside your helpdesk to draft or answer tickets, priced in monthly credit bundles. ReplyPen drafts replies in your own Gmail or Outlook, per conversation. Sourced, dated comparison.
- [ReplyPen vs Hiver for customer email](https://replypen.com/compare/replypen-vs-hiver.md): Hiver is a helpdesk for shared inboxes, inside Gmail or as a web app, priced per user. ReplyPen puts a Draft in every customer thread, per conversation. Sourced, dated comparison.
- [ReplyPen vs Macha for customer email](https://replypen.com/compare/replypen-vs-macha.md): Macha runs AI on top of a helpdesk to answer tickets, priced in monthly ticket bundles. ReplyPen drafts replies in your own Gmail or Outlook, per conversation. Sourced, dated comparison.
- [Fyxer alternatives for customer email and your own inbox](https://replypen.com/compare/fyxer-alternatives.md): Seven Fyxer alternatives compared from their own pages, with prices, including ReplyPen, which publishes this page. Which fits customer email and which fits your own inbox.
- [Ellie alternatives for customer email and your own inbox](https://replypen.com/compare/ellie-alternatives.md): Seven Ellie alternatives compared from their own pages, with prices, including ReplyPen, which publishes this page. Which fits customer email and which fits your own inbox.

## ReplyPen for B2B SaaS

- [Support answers grounded in your code base and production data](https://replypen.com/b2b-saas/codebase-grounding.md): ReplyPen for B2B SaaS reads a read-only view of your database, your source code and your help center to answer the support questions a help article cannot.

## Glossary

- [Glossary](https://replypen.com/glossary.md): Plain-language definitions of the terms used in customer email support, AI-drafted replies, privacy and support metrics.
- [AI email reply tool](https://replypen.com/glossary/ai-email-reply-tool.md): An AI email reply tool reads an incoming email and writes a suggested reply, usually as a draft in your own inbox for you to check, edit and send.
- [Audit trail](https://replypen.com/glossary/audit-trail.md): An audit trail is a record of what happened, when and by whom or what: which email arrived, which sources were read, which draft was written, who edited or sent it.
- [Auto-send](https://replypen.com/glossary/auto-send.md): Auto-send is a setting in some AI email tools that sends the AI-written reply to the customer without a person reviewing it first.
- [Canned response](https://replypen.com/glossary/canned-response.md): A canned response, also called a reply template or saved reply, is prewritten text you paste into an email to answer a common question.
- [Check note](https://replypen.com/glossary/check-note.md): A Check note is the short internal note ReplyPen places with each Draft, listing what it relied on: the help articles, website pages and past emails behind the reply.
- [Coverage](https://replypen.com/glossary/coverage.md): Coverage is the share of incoming customer email that an AI tool handles at all, for example by writing a draft or an answer, out of all the email that needed a reply.
- [Data processing agreement (DPA)](https://replypen.com/glossary/data-processing-agreement.md): A data processing agreement, or DPA, is the contract between a business and a service provider that handles personal data on its behalf.
- [Data residency](https://replypen.com/glossary/data-residency.md): Data residency is the country or region where your data is physically stored and processed, for example in data centres inside the EU.
- [Data source](https://replypen.com/glossary/data-source.md): In ReplyPen, a data source is anything ReplyPen reads to write a Draft.
- [Draft](https://replypen.com/glossary/draft.md): In ReplyPen, a Draft is the ready-to-send reply ReplyPen writes for a customer email that needs an answer.
- [Edit rate](https://replypen.com/glossary/edit-rate.md): Edit rate is the share of AI-written drafts that a person changed before sending.
- [Email triage](https://replypen.com/glossary/email-triage.md): Email triage is sorting incoming email before anyone answers it: deciding what needs a reply, what can wait, what goes to someone else and what needs no action at all.
- [Escalation](https://replypen.com/glossary/escalation.md): Escalation is handing a customer question to someone with more knowledge or authority when the person answering cannot resolve it.
- [First response time](https://replypen.com/glossary/first-response-time.md): First response time is how long a customer waits between sending an email and getting the first reply from a person at your business.
- [GDPR](https://replypen.com/glossary/gdpr.md): The GDPR, the European Union's General Data Protection Regulation, is the law that governs how organisations collect, use, store and share personal data about people in the EU.
- [Grounding](https://replypen.com/glossary/grounding.md): Grounding means an AI system bases its answer on specific source material, such as your help articles, website pages, past replies or records, instead of on what it absorbed during training.
- [Hallucination](https://replypen.com/glossary/hallucination.md): An AI hallucination is a confident statement from an AI model that is false or made up: a policy that does not exist, a wrong price, an invented feature or a link that leads nowhere.
- [Help center](https://replypen.com/glossary/help-center.md): A help center is a public website of articles that answer customer questions: how to use a product, shipping and return policies, billing, troubleshooting.
- [Human in the loop](https://replypen.com/glossary/human-in-the-loop.md): Human in the loop means a person reviews and approves what an AI system produces before it takes effect.
- [Knowledge base](https://replypen.com/glossary/knowledge-base.md): A knowledge base is a collection of information a business keeps so answers can be looked up instead of remembered: policies, product details, how-to steps, known problems and their fixes.
- [Memory](https://replypen.com/glossary/memory.md): Memory is where ReplyPen keeps what it has learned about your business, your tone and your answers, written in plain language you can read and correct.
- [No-training clause](https://replypen.com/glossary/no-training-clause.md): A no-training clause is a contract term in which a provider promises not to use your data to train or improve its AI models.
- [Repeat question](https://replypen.com/glossary/repeat-question.md): A repeat question is a customer question your business has already answered many times, such as "where is my order", "can I change my address" or "how do I cancel".
- [Resolution rate](https://replypen.com/glossary/resolution-rate.md): A resolution rate is the share of customer conversations a support tool counts as resolved, often without a person getting involved.
- [Retrieval-augmented generation (RAG)](https://replypen.com/glossary/retrieval-augmented-generation.md): Retrieval-augmented generation, or RAG, is a way of building AI answers in two steps: look up the passages in your own documents that match the question, then write the answer from them.
- [Rule](https://replypen.com/glossary/rule.md): In ReplyPen, a Rule decides whether a kind of email gets a Draft.
- [Sent-unchanged rate](https://replypen.com/glossary/sent-unchanged-rate.md): The sent-unchanged rate is the share of AI-written drafts sent to customers exactly as written, without a single edit.
- [Shared mailbox](https://replypen.com/glossary/shared-mailbox.md): A shared mailbox is one email address, such as support@ or hello@, that several people can read and answer from.
- [Sub-processor](https://replypen.com/glossary/sub-processor.md): A sub-processor is a company that a service provider uses to process your data on its behalf, such as a hosting provider, an AI model provider or an email delivery service.
- [Time saved](https://replypen.com/glossary/time-saved.md): Time saved is an estimate of the writing time a team did not spend because replies were drafted for them.
- [Tone of voice](https://replypen.com/glossary/tone-of-voice.md): Tone of voice is how a business sounds when it writes: formal or casual, brief or chatty, how it greets and signs off, whether it uses first names or jokes.

## Blog

- [Why you keep fixing the same mistake in AI email drafts](https://replypen.com/blog/ai-email-corrections-that-stick.md): Why editing an AI draft rarely teaches the tool, where a correction has to live to stick (source, instruction, saved answer, tool memory), and how to test whether a tool really learns.
- [What AI drafting costs at 200, 1,000 or 3,000 emails a month](https://replypen.com/blog/ai-email-cost-at-200-1000-3000-emails.md): Worked monthly costs for AI drafting of customer email at 200, 1,000 and 3,000 emails a month, per conversation and per seat, plus how to count your own volume first.
- [How to answer customer email faster without lowering quality](https://replypen.com/blog/answer-customer-email-faster.md): Where the time on customer email really goes, and a one-week routine to reply faster while every answer stays correct, complete and in your own voice.
- [How to check an AI-written answer before you send it](https://replypen.com/blog/check-ai-written-answer-before-sending.md): A two-minute routine for checking AI-drafted customer email: what to read first, which facts to verify, the warning signs of a guessed answer, and when not to send at all.
- [How to keep several people's replies sounding like one business](https://replypen.com/blog/consistent-tone-across-teammates.md): A one-page voice guide, shared answers and a short weekly review: how a small team keeps customer email replies consistent without making everyone sound robotic.
- [How much does AI for customer email cost?](https://replypen.com/blog/cost-of-ai-for-customer-email.md): The ways AI tools for customer email charge (included, per user, per email, per resolution), how to work out the monthly cost for your own inbox, and the costs pricing pages leave out.
- [What response time should a small team aim for on customer email?](https://replypen.com/blog/customer-email-response-time-small-team.md): What first-reply time a small business can promise and keep, which emails should jump the queue, and how to measure response time without a helpdesk.
- [Draft or auto-send: when should AI send customer email itself?](https://replypen.com/blog/draft-vs-auto-send.md): When AI-written customer email is safe to send without a person, which emails should always stay with you, and how to run a small auto-send pilot you can stop at any time.
- [How to handle the same customer question for the hundredth time](https://replypen.com/blog/handling-repeat-customer-questions.md): Find the questions customers ask again and again, write one reusable answer for each, keep it current, and fix the page or email that makes them ask.
- [What "learns your tone" actually means in an AI email tool](https://replypen.com/blog/learns-your-tone-explained.md): How AI email tools learn to write like you, what they can and cannot pick up from your sent mail, how to test the result, and how to correct it when a draft sounds off.
- [Per conversation, per seat or per resolution: which AI pricing fits a small inbox?](https://replypen.com/blog/per-conversation-vs-per-seat-vs-per-resolution.md): How per-seat, per-conversation and per-resolution pricing for AI customer email compare, the break-even point between them, and which fits a small team's inbox.
- [How to answer customer email in a language you don't write well](https://replypen.com/blog/reply-in-customers-language.md): When to reply in the customer's language, how to write replies that translate cleanly, what to check after translating, and what to say when you reply in another language.
- [Reply templates that don't sound canned](https://replypen.com/blog/reply-templates-that-dont-sound-canned.md): Write customer email templates that read like a person wrote them: what to keep fixed, what to write fresh, phrases to drop, and templates in Gmail and Outlook.
- [How to say no to a customer by email without losing them](https://replypen.com/blog/saying-no-to-a-customer-by-email.md): How to refuse a customer request by email: put the no first, give one honest reason, offer what you can do, and avoid the phrases that turn a refusal into a complaint.
- [The "sent unchanged" rate: an honest measure of AI reply quality](https://replypen.com/blog/sent-unchanged-metric.md): How to measure whether AI-drafted customer replies are good enough: count the drafts you send without edits, read why you edit the rest, and know when the number misleads.
- [How to run support@ from Gmail](https://replypen.com/blog/support-email-in-gmail.md): Three ways a small team can run a support@ address in Gmail (group, shared mailbox, alias), which one fits two to five people, and how to avoid double replies.
- [What an AI reply should show about its sources](https://replypen.com/blog/what-a-good-check-note-contains.md): What a useful source list under an AI-written reply contains, how to read one in seconds, what an empty or wrong source list tells you, and questions to ask any tool about it.
- [What counts as a conversation in AI support pricing?](https://replypen.com/blog/what-counts-as-a-conversation.md): Vendors count a billable conversation differently: per thread, per customer email, per resolution. How the rules differ, how they change your bill, and what to ask before you sign up.
- [What Gmail's built-in AI knows about your business (and what it doesn't)](https://replypen.com/blog/what-gmails-built-in-ai-knows.md): What Gemini in Gmail draws on when it writes a reply (your prompt, the thread, your other emails and Drive files), what it does not see, and how to give it the facts it needs.
- [What is an AI email reply tool and how does one work?](https://replypen.com/blog/what-is-an-ai-email-reply-tool.md): How AI email reply tools read an email, gather context, write a draft and learn from you, the kinds that exist, what goes wrong, and how to test one on your own inbox.
- [Is the free AI in Gmail and Outlook enough for customer email?](https://replypen.com/blog/when-free-ai-in-gmail-is-enough.md): What the AI built into Gmail and Outlook does for customer email today, when it is enough for a small business, the signs you have outgrown it, and how to get the most from it.
- [Why AI answers sound right and still get the facts wrong](https://replypen.com/blog/why-ai-answers-are-fluent-but-wrong.md): Why AI-written customer email can be fluent and still wrong, the mistakes that show up most, how grounding reduces them, and which facts to check before you press send.
- [Why AI resolution-rate claims mislead small businesses](https://replypen.com/blog/why-resolution-rate-claims-mislead.md): What an AI support resolution rate actually counts, why a customer who gives up can count as resolved, and the numbers a small business should track instead.