Going Live

Before your agent handles real customer emails, test it thoroughly. Know Reply includes tools to verify behavior and build confidence.

Using the Simulator

The Simulator lets you test without sending real emails:

1. Go to Simulator in your dashboard
2. Compose a sample email as if you were a customer
3. Select which agent should respond
4. See the AI-generated reply in real time

The Simulator also shows diagnostic info including which knowledge base content was used to generate the reply.

Use this to catch issues with knowledge gaps, tone mismatches, or missing integrations before going live.

What to test

Run through common scenarios:

• Product questions - “What sizes do you have?” “Is this in stock?”
• Policy questions - “What’s your return policy?” “How do I cancel?”
• Account questions - “Where’s my order?” “I need to update my address”
• Edge cases - Vague questions, complaints, requests you can’t fulfill

If the agent doesn’t handle something well, add to your knowledge base or adjust the agent configuration.

Activating your agent

When you’re confident in the responses:

1. Go to Dashboard > Activation
2. Connect an email account to your agent and enable monitoring
3. The agent immediately begins processing incoming emails

Auto-send vs review mode

Depending on your plan and settings, responses either:

• Auto-send - Replies go out immediately without human review
• Review mode - Drafts wait in a queue for you to approve before sending

Start with review mode if you want to verify responses for the first few days. You can switch to auto-send once you’re comfortable. See Reply Modes for a detailed breakdown of how each mode works, including the review queue, auto-acknowledgments, and confidence-based sending.

Monitoring

Once live, check the dashboard regularly:

• Response volume - How many emails is the agent handling?
• Escalation rate - What percentage needs human attention?
• Sentiment - How are customers responding?

See Analytics & Insights for more on what you can track.

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You’re live! Your agent is now handling replies to your campaigns, newsletters, and transactional emails. Check back on the dashboard to see how it’s performing.