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AI Frontdesk: Customising the writing style for email replies

Valid for: AI Email Assistant (Momentum AI)

Your assistant replies to emails in your own style. It derives a style guide from the emails you’ve sent – how you greet your customers, how you sign off, the tone you use, and the length of your replies – and applies it to every reply.

You can review the learned style at any time, customise it yourself, or have the assistant relearn it. You can also specify the language in which the assistant replies. This feature is available with the AI Email Assistant. The following steps show you how to check and customise the writing style.

Requirement

Open the Email assistant section

  • Log in to your IONOS account.
  • Click on Menu > AI Frontdesk in the title bar.
  • In the contract overview, click on Manage in the tile for the contract you want.
  • In the navigation bar on the left, under Settings, click Email assistant. The Email assistant section opens on the Configure assistant page. You can make all of the following settings there.

View the learned style

What your assistant has learned about your writing style is shown in the Email style guide section:

  • A line shows how many of your sent emails the style was learned from and the date since when it has been active.
  • When the assistant is applying the learned style, the status line reads Your learned style is active for new replies. If there are not enough suitable sent emails yet, the section shows how many examples have been found so far.
  • Below that, the style guide itself is displayed as text – covering aspects such as how your emails begin and end, their tone, and their length.

Note

You do not set the time zone, form of address, or assistant name here. These settings apply to all products in your contract. To find out how to change them, see the article AI Frontdesk: Customising language, voice, and behaviour.

Set the language of the replies

In the Email style guide section, use the drop-down menu to select the language in which your assistant writes its email replies.

If you set up your assistant with the Setup Assistant, the language is initially set to the one you used during setup.

Note

This language setting only applies to email replies. The language settings for calls and chats do not affect emails.

Edit the style guide

If a description is incorrect or something is missing, you can edit the style guide yourself.

  • In the Email style guide section, click Edit.
  • Adjust the description in the text box. Be specific – for example, write no more than three short paragraphs instead of keep it short.
  • Click Save style guide.

Note

Your changes are saved as a new active version and apply from the next reply onwards. The assistant does not adjust drafts that are already awaiting your approval.

Tip

You can check how a change affects a specific reply by sending a test email. The article AI Frontdesk: Testing replies with a test email explains how to do this.

Relearn the writing style

If your writing style has changed or the learned style no longer suits you, have the style guide relearned. The assistant then analyses your sent emails again.

Please Note

The relearned version replaces the current style guide. Any additions or changes you have made yourself will be lost. If necessary, save a copy of such text beforehand.

In the Email style guide section, click Relearn from sent mail.

The process takes a few minutes and runs in the background. When it is complete, the section shows the newly learned style and the number of emails analysed.

Note on hallucinations

AI systems may occasionally make incorrect or inaccurate statements, known as hallucinations. This means that the AI estimates or interprets answers when no clear information is available.

Please Note:

  • The AI cannot always adhere 100% to your specifications.
  • You should therefore scrutinise important answers carefully.
  • Such deviations are not technical faults, but a typical characteristic of generative AI.

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