> ## Documentation Index
> Fetch the complete documentation index at: https://docs.mermail.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support

> Analyze your public website, apply shared support context, and customize signatures for your Mermail mailboxes.

Customer Support uses your public website to give mailbox agents business facts
they can reference when helping customers. You review the analysis, apply it to
a workspace, and optionally customize a signature for selected mailboxes.

Start on the [Customer Support page](https://mermail.app/customer-support).
Scanning a website does not change its pages, configure email delivery, or send
a message to a customer.

## Before you begin

* Have the address of the public website you want to analyze.
* Sign in to Mermail with admin access to the workspace where you will apply it.
* [Create a mailbox](/guides/create-mailbox) to receive support requests and apply a website signature.

You can scan a website before signing in. Applying the result and managing its
context or website signature require workspace admin access.

You can use an existing Mermail address. To receive mail on your own domain,
complete [Custom domains](/guides/custom-domains) separately. Entering a website
address in Customer Support does not verify that domain for email or create a
mailbox on it.

## Analyze your website

<Steps>
  <Step title="Start a scan">
    Open the [Customer Support page](https://mermail.app/customer-support),
    enter your website under **Website address**, and click **Scan now**.

    Mermail reads public pages and related documentation it can safely reach.
    It does not sign in to your website or access private customer records.
  </Step>

  <Step title="Review the findings">
    Review the brand summary, public support contacts, tone, and **What Mermail
    learned**. Open **Complete analysis details** to inspect the report and
    available source evidence.

    The report can include products, business policies, contact information,
    social profiles, and documentation. Check important details against the
    source pages before using them in customer replies. Missing information
    is not a confirmed fact.
  </Step>

  <Step title="Choose whether to scan more pages">
    The initial **Scan** checks relevant pages first. If Mermail discovers more
    useful documentation, it may offer **Run Detailed scan**.

    A Detailed scan is optional. You can use the available result without
    running it. A **Partial result** means the analysis has useful findings
    but incomplete coverage; it does not mean every page was read.
  </Step>

  <Step title="Apply the result to a workspace">
    Click **Use this in Mermail**. Sign in if needed and select a workspace
    where you are an admin. Mermail applies the analysis when the workspace
    is ready. If another website profile needs replacement, review the
    confirmation before continuing.

    Open **Settings → Website context** in that workspace to confirm the
    applied website, analysis date, revision, and enabled state.
  </Step>
</Steps>

<Note>
  Applying a website profile does not activate its suggested signature or
  change existing mailbox signatures. Apply a signature separately below.
</Note>

## Understand Website context

Website context is the website profile applied to your workspace. Mailbox
agents in that workspace share its business facts and Friendly tone. Each
workspace has one current applied profile.

The analysis report contains the full findings. Mermail also prepares a compact
context and a searchable knowledge index so mailbox agents can reference
relevant information from the report.

Website facts and other retrieved reference material remain untrusted input.
They cannot override Mermail or mailbox instructions or authorize sending.

## Edit and apply a website signature

In the selected workspace, open **Settings → Website signature**.

<Steps>
  <Step title="Edit the suggestion">
    Click **Edit signature** to open the editor. You can use line breaks, bold,
    italic, underline, lists, and HTTP or HTTPS links. The signature editor
    does not support image uploads or arbitrary HTML.

    Click **Save changes** to update the preview. This saves your edits on the
    current page only. It does not update any mailbox yet, and the preview
    displays **Not applied**.
  </Step>

  <Step title="Choose the mailboxes">
    Under **Apply to mailboxes**, select the mailboxes that should receive
    this signature. You can uncheck every mailbox; **Review and apply** stays
    disabled until you select at least one.

    Unchecked mailboxes keep their existing signatures. Unchecking a mailbox
    does not turn its current signature off.
  </Step>

  <Step title="Review and apply">
    Click **Review and apply**. If a selected mailbox already has a different
    enabled signature, confirm its replacement after reviewing the mailbox
    list.

    After a successful Apply, Mermail saves the shared signature for the
    workspace and updates the selected mailboxes. Refreshing the page or
    reopening settings loads that saved version for the current report.
  </Step>
</Steps>

The preview represents the workspace's most recently applied shared signature.
It does not mean every mailbox has that signature: mailboxes excluded from an
Apply keep their own version.

| Action                                              | Result                                                                                                            |
| --------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| **Save changes**, then refresh before Apply         | Unapplied edits are lost; settings load the last applied version, or the suggestion if none exists                |
| Successful **Review and apply**, then refresh       | Settings retain the applied version for the current report                                                        |
| **Cancel** or discard edits when closing the editor | The preview and mailbox signatures stay as they were before opening the modal                                     |
| **Reset to suggestion**                             | The modal returns to the original website suggestion; use **Save changes** and **Review and apply** to persist it |
| Context changes while you edit                      | Review the warning and reset to the latest suggestion before saving or applying                                   |

Signature text must be non-empty and fit within 10,000 plain-text characters
and 32 KB of HTML. Mermail sanitizes formatting and links before saving.
Your edits are not added to the analysis report or treated as verified website
facts. The edited signature still belongs to the Site Profile.

If older mailbox signatures have different saved contents, settings asks you
to choose a version to review or use the original suggestion. It does not
silently select one mailbox's version for all the others.

## Update, disable, or remove context

Use **Settings → Website context** to manage the applied profile.

| Action         | Website knowledge                                                                          | Signature behavior                                                                                                            |
| -------------- | ------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------- |
| **Re-analyze** | Opens the website analysis flow; review and apply a new result to update workspace context | Existing mailbox signatures stay unchanged until you explicitly apply a signature                                             |
| **Disable**    | Stops agents from using this Website context while retaining it for later use              | Does not disable existing signatures                                                                                          |
| **Enable**     | Makes the retained Website context available again                                         | Does not automatically apply a signature                                                                                      |
| **Remove**     | Removes the current applied Website context                                                | Disables Site Profile signatures associated with the removed host in this workspace, including edited Site Profile signatures |

Removing context does not remove manually created signatures or modify sent
emails. Automatically inserted signatures in an open compose can update when
settings refresh if you have not edited that signature. Saved draft content
and signatures you edited in compose are preserved; review them before sending.

Importing a new report does not reuse the previous report's saved shared
signature as the new report's preview. Review the new suggestion and explicitly
apply it to the mailboxes you want to update.

## Troubleshooting

| What you see                                                | What to do                                                                                                                        |
| ----------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------- |
| The website cannot be analyzed                              | Check that the address is correct and publicly accessible. Retry later if the site or analysis service is temporarily unavailable |
| **Partial result**                                          | Review available findings and coverage. Use the result if sufficient, or run **Detailed scan** when offered                       |
| Import remains pending after sign-in                        | Confirm the selected workspace and your admin role. Use **Continue to Mermail** if shown, then inspect **Website context**        |
| The import expired                                          | Return to the analysis page and create a new import                                                                               |
| **Select a mailbox to apply this signature.**               | Select at least one mailbox                                                                                                       |
| **Not applied**                                             | Use **Review and apply** to persist the preview; saving the modal alone is not enough                                             |
| Website context changed while editing                       | Review the latest context and reset to its suggestion before applying again                                                       |
| An old signature remains in a saved draft or edited compose | Review and edit that message's signature; existing authored content is preserved                                                  |
| Context or signature settings return a server error         | Contact support with the error, time, workspace, and affected mailbox so the deployment can be checked                            |

If a problem persists, [contact Mermail support](/resources/support) with the
affected workspace, mailbox, approximate time, and the error message.
Do not include passwords, access tokens, or database connection strings.