ReplyPen is not a helpdesk, not a new inbox and not a chatbot. It works inside the email you already use, and it shows its homework: every Draft carries a Check note, so trusting a reply never means rereading your help center to be sure.
Where do the Drafts appear?
In the thread of the customer’s email, as a normal draft in Gmail or Outlook. Open the email and the reply is already there. Because it is an ordinary draft, it also shows up in the Gmail and Outlook apps on your phone. Read it, change what you like, and send it like any other email.
The ReplyPen web app is there when you want it. It lists every email ReplyPen handled. Open one to see its Draft, its Check note and what happened with it, or review several in one place: send, give Feedback (“too long”, “we don’t offer that”) and regenerate.
Drafts are written in the language your customer wrote in. A question in German gets a German Draft.
Which emails get a Draft?
Customer emails that need a reply. ReplyPen skips newsletters, notifications, receipts, auto-replies, internal mail and spam automatically, so your Drafts folder only holds replies you need. To change what counts, add a Rule that skips or always drafts email by sender, domain, subject or body text.
What is in a Check note?
A Check note lists the sources a Draft relied on, in a few short lines. For a customer asking to change a delivery address, it could read:
- Help article: Changing an order after checkout
- Website: Shipping and returns page, redirects
- Past email: your reply to a similar question on 12 Aug
Each kind of source tells you what to check:
| Source | Points to | What you check |
|---|---|---|
| Help article | An article in your help center | The steps or the policy the reply repeats |
| Website | A page on your site: product, shipping, pricing or policy | Prices, terms and what the page actually promises |
| Past email | A reply you already sent to a similar question | That this answer matches what you told the last customer |
Why show sources instead of a resolution rate?
A resolution rate is an average across many conversations, counted by the vendor. It says nothing about the email in front of you. A Check note is about this one reply, and you can check it yourself in seconds.
The number ReplyPen reports is one you can count in your own inbox: how many Drafts went out unchanged and how many you edited, week by week, in Reports.
What if the sources don’t cover the question?
ReplyPen still writes a Draft from what it could find, and the Check note shows what it looked at. So you can see before sending when the sources do not cover the question. Edit the Draft and send it; ReplyPen learns from the change and adds it to the Knowledge log, so the next similar email goes better.
Does a shared address like support@ work?
Yes. Connect the mailbox that receives your support@ or hello@ email and ReplyPen drafts replies for it. Today that is one mailbox with one voice per account; inviting teammates is coming.
Does ReplyPen change anything in your mailbox?
It adds Drafts. It never deletes anything from your mailbox, and every account starts draft-only: nothing is sent unless you send it. Disconnect your mailbox at any time and processing stops.
Using ReplyPen for a software product’s support inbox? See how to answer customer email for a SaaS product.