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A reply handler is the playbook Sally follows when a prospect writes back. When a reply lands, she reads it, selects the best-matching handler profile, and drafts an answer in your voice — drawing only from the knowledge you have approved, and following the runtime rules you have set for scenarios like positive responses, out-of-office messages, meeting bookings, and unsubscribe requests. Reply handlers live under AI Setup → Reply Handlers in the app. Each profile covers a complete set of instructions: tone, knowledge base, auto-send preferences, runtime policy, and hard-stop topics. You can maintain multiple profiles and keep each one in Live or Draft state, with one designated as the account default.

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What you can do

  • Run multiple profiles — keep separate reply playbooks for different products, audiences, or campaigns, and flip each between Live and Draft.
  • Set one account default — the profile Sally falls back to when no other profile is a better match for an incoming reply.
  • Shape tone with four sliders: Warmth, Length, Formality, and Salesiness.
  • Connect a knowledge base — docs sites, Notion spaces, or PDFs Sally is allowed to quote, with per-source re-indexing controls.
  • Add reference replies — real prospect exchanges Sally studies to calibrate your voice.
  • Build an objection library and competitive advantages so Sally has rebuttals and positioning ready when needed.
  • Upload collateral docs whose extracted text feeds the profile’s sales pitch.
  • Control auto-send — choose which reply types Sally can send on her own versus draft for your review.
  • Tune the runtime policy — six classifier handlers that decide what happens to the sequence when a particular reply type arrives.
  • Set “Never reply about” topics — hard-stop phrases that route a thread to a review channel instead of generating a draft.
  • Track 30-day performance — drafts written, auto-sent, edited by you, and reply-to-meeting conversion.

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How to create a reply handler profile

1

Open Reply Handlers

Go to AI Setup → Reply Handlers. Existing profiles appear as pills across the top, each showing a status dot and a Live / Draft toggle.
2

Create a new profile

Click New profile, or + Add your first profile if you have none yet. The profile creation drawer opens.
3

Name and save the profile

Give the profile a clear name you will recognize in the switcher — for example, the product or audience it covers. Click Save to add it to the pill strip.
4

Configure tone, knowledge, and rules

Select the profile pill to open it, then work through each section: set the tone sliders, connect knowledge sources, configure auto-send preferences, and tune the runtime policy (each covered in detail below).
5

Set it Live when ready

New profiles start as Draft. When you are satisfied with the configuration, click the Live / Draft toggle on the pill to set it Live so Sally can use it on incoming replies.
Use Make default to designate the active profile as the account default. Only one profile can be the default at a time — setting a new default automatically clears the flag from any previously designated one.

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How to shape tone

1

Select the handler profile

Click its pill in the switcher. The four tone sliders appear at the top of the left column.
2

Adjust each slider

Drag each slider to shape Sally’s voice across four axes:
3

Let changes save automatically

Tone changes save as you release each slider — there is no separate Save button for this section.

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How to connect a knowledge base

1

Add a source

In the Knowledge base section of the selected profile, click + Source and add a docs site URL, a Notion space, or a PDF file. Sally may only quote from sources you connect here.
2

Check the index status

Each source shows its chunk count and content type. A green Fresh badge means it is indexed and ready. An amber Re-index badge means the content has gone stale since the last index.
3

Re-index when content changes

Click an amber badge to re-sync a source. Re-index whenever you publish new docs or update a PDF so Sally always quotes the latest version.
You can also add Reference replies — real prospect question-and-answer pairs Sally studies to learn your voice — and Use cases & collateral docs. Uploaded collateral documents have their text extracted and appended to the profile’s sales pitch context.

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How to control auto-send

Auto-send controls when Sally can send a reply without you reviewing the draft first. By default, she auto-sends low-risk reply types and always drafts higher-stakes ones for your approval.
1

Open the Auto-send panel

The auto-send controls are in the right-hand column of the selected profile. Each reply type has an individual toggle.
2

Configure each reply type

Set auto-send on or off per type based on your confidence level:
Leave Objection handling and Pricing questions off auto-send unless you are highly confident in Sally’s drafts. With auto-send off, Sally still writes the reply — she simply waits for you to approve it before sending.

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How to tune the runtime policy

The runtime policy controls what happens to the sequence when a reply is classified — this is separate from the draft Sally writes. There are six handlers, each with an enable toggle and a one-line config summary.
The Unsubscribe / stop emailing and Email bounce handlers are always-on and cannot be disabled. These protect your sending reputation and ensure compliance with opt-out requirements.
1

Review the six handlers

Scroll to the Runtime policy section of the selected profile. Each handler shows its name, a short description of when it triggers, and an enable/disable toggle.
2

Enable or disable inline

Flip each handler’s toggle directly in the list. The two compliance handlers are marked Always on and cannot be toggled off.
3

Edit the handler details

Click Edit details on any handler to open its configuration drawer. Set the keywords or sentiment threshold, the action to take (stop / pause / mark interested / global unsubscribe), the notification target, status update, pause duration, and resume behavior.

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How to set topics Sally should never answer

1

Find the Never reply about section

It is in the right-hand column of the selected profile. Click + add, type a topic Sally should refuse to draft about, and press Enter. Remove an entry by clicking the × on its chip.
2

Understand the behavior

When an incoming reply matches one of these phrases, Sally does not draft a response. Instead, she routes the thread to your review channel and leaves it untouched for you to handle manually.

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Tracking 30-day performance

The Performance section of each handler profile shows 30-day metrics for that profile:
  • Drafts written — total replies Sally drafted.
  • Auto-sent — replies sent without human review.
  • Edited — drafts you modified before sending.
  • Reply-to-meeting — the rate at which handled replies converted to a booked meeting.
Use these numbers to calibrate auto-send settings and tone sliders over time.

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FAQ

Live means the profile is active and Sally uses it on incoming replies. Draft means the profile is saved but inactive — use it to build or revise a profile without affecting live conversations.
Sally reads the incoming reply and picks the best-matching profile. If no profile is a clear match, she falls back to the account default profile — so it is worth keeping a well-configured default active at all times.
That reply type has auto-send turned off — for example, pricing or objection handling — or the reply matched a Never reply about topic. Check the Auto-send panel and your hard-stop phrases for the active profile.
Yes. Only sources connected in the Knowledge base section are quotable. Remove a source to stop Sally referencing it. Use Never reply about entries for topics she should never address at all, regardless of what is in the knowledge base.
The source is stale — its content has changed since the last index, or initial indexing has not completed. Click Re-index to re-sync it so Sally quotes the current version.

Company Profiles

Give Sally the business context she draws on when she replies.

Persona Profiles

Define who you sell to so replies land for the right audience.

Prompt Library

Reusable prompts that shape how Sally writes across every flow.

AI SDR Builder

Pick a reply handler when you build an automated outbound sequence.
Last modified on June 20, 2026