Auto-send
Auto-send lets SupportWunder deliver a reply on its own, without waiting for you to click Send, for the kind of question it can answer with high confidence. Everything else still comes to you as a draft to review.
Auto-send is off by default. Until you turn it on, every single reply is a draft that a human reviews before it goes out. Nothing is ever sent automatically on a new account.
What has to be true before something auto-sends
Turning auto-send on doesn't mean everything goes out unattended. Each reply still has to clear a set of safety checks before it's sent on its own. Among them: the assistant is confident in the match, the customer doesn't sound upset, and the draft raised no concerns during review (see Reviewing drafts for what a flagged draft looks like). If any one of these checks doesn't clearly pass, SupportWunder does not guess in favor of sending. It fails closed, and the reply waits in your queue as a normal draft instead.
When a reply does qualify, it's scheduled with a short human-like delay rather than sent instantly, so you have a window to step in. Typing changes into the draft doesn't pause that countdown by itself. Click Cancel to stop the automatic send and take it over by hand, or click Send to deliver your edited reply immediately, which cancels the automatic send as well. Do neither, and the assistant's draft goes out on its own once the delay elapses.
Auto-send is a paid capability. On the free plan, replies are still checked against the same criteria (so you can see what would have gone out on its own), but the actual sending step is never taken. Everything comes to you as a draft.
The settings
Auto-send is set up separately for each connected account, under Settings → AI replies. Only an owner can change these settings:
- Enable auto-send for this account: the main switch, off by default.
- Categories for auto-send: which kinds of message may go out on their own (questions, refunds/billing, feature requests, bug reports, complaints, other). Nothing is ticked at first, and a message in a category you haven't ticked always stays a draft, so pick at least one.
- Minimum similarity to send: how sure the assistant has to be about its answer before it sends on its own. It starts high on purpose.
- Delay, min. and max.: the window for the human-like delay described above; each reply picks a random point in it.
- Send only during business hours: on by default. A reply that qualifies outside your business hours waits until they begin. Business hours and the timezone are set once for all accounts.
- Test mode: log only, do not send: every reply is checked as usual and the ones that would have gone out are recorded, but nothing is sent. Every reply stays a draft for you.
Before you turn it on
Give it a trial run with drafts first: watch the review queue for a while and see how the assistant handles your real traffic. Once you're confident in the quality of its drafts for a given kind of question, enabling auto-send just removes the click for those you'd have sent unchanged anyway.