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Site Analytics gives the mailbox agents in a workspace the same business facts to reference when helping customers. You analyze your public website (or enter the details manually), review the result, apply it to the workspace, and optionally apply a website signature to selected mailboxes.
Site Analytics replaces the former Customer Support page. Links to the old page redirect to Site Analytics, and your applied business information and signatures are unchanged.
Each workspace has its own Site Analytics page. On the Mermail home page, find the Site Analytics card (“Manage website knowledge and support mailboxes for this workspace”) and click Open Site Analytics. The home product tour also highlights this card. The page shows three steps under How this works:
  1. Analyze — scan your public website.
  2. Review — check the facts and policies.
  3. Apply — share them across the workspace.
Analyzing a website does not change its pages, configure email delivery, or send a message to a customer.

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Before you begin

  • Have the address of the public website you want to analyze.
  • Sign in with admin access to the workspace. Other members can view the active business information, but only an admin can analyze, apply, or remove it.
  • Create a mailbox to receive support requests.
To receive mail on your own domain, complete Custom domains. Entering a website address in Site Analytics does not verify that domain for email.

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Guided setup for new accounts

If you sign up from the public Site Analytics page, Mermail opens a Set up customer support window after your first mailbox is created. It walks you through four steps: Business, Replies, Domain, and Ready.
1

Business: tell Mermail about your business

Enter your website address and click Analyze website, then click Apply and continue when the analysis is ready.To skip the website, click Enter information manually instead and fill in Business name and Products or services. Support information and Policies are optional. Click Save and continue.If business information is already applied to the workspace, review it and click Confirm and continue.
2

Replies: choose how replies are handled

Pick a response mode for the support mailbox. This step uses the same fields as Email response mode in the mailbox settings.A mailbox without a saved response mode starts on Automatic triage. A mode you saved earlier is always kept. If automatic sending is unavailable, the mailbox stays on Draft for review.With Automatic triage selected, Automation policy lets you tailor automatic replies:
  • Business type: Saas and Ecommerce, SaaS, or Ecommerce. The business type only decides which customer status lookups apply.
  • Can send automatically: product questions, pricing, how-to help, and shipping or return policies answered by approved information from your website, plus order or subscription status from connected accounts.
  • Always needs review: security and account access, refunds, cancellations, disputes, account or plan changes, legal, medical, or personal data requests, serious complaints, and uncertain answers.
  • Additional review topics: add topics that always need review, one per line (up to 20 topics, 120 characters each).
  • Customer status lookups (optional): connect an order or subscription account so replies can include order or subscription status. Public-information replies work without a connection. Lookups require a matching customer email and send only to the address on the record.
Use Try a sample reply (optional) to practice editing and approving a draft. Nothing is sent.
3

Domain: use your own email domain (optional)

Add a custom domain for the workspace, or click Skip for now. Once you add a domain, click Continue while DNS updates and finish on the Custom Domains page. On the Free plan, this step offers Upgrade to Developer instead.
4

Ready: your support mailbox is ready

Review the mailbox address, reply mode, business information, and custom domain status (Ready, DNS pending, or Skipped). If DNS is still pending, click Continue domain setup.
Click Finish later at any time to close the window and keep your progress. To reopen it, click Review setup on the Site Analytics page (or Domain setup on the Custom Domains page).
Setup can only be edited in one browser tab at a time. If you see Setup is open in another tab, continue there, or click Take over here if that tab is no longer in use.
You can change the response mode later in the mailbox settings under Email response mode.

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Analyze your website

Use Business information at the top of the Site Analytics page. Your active profile stays unchanged until you review and apply a new result.
1

Start the analysis

Enter your site under Website address and click Analyze website.Mermail reads public pages and related documentation it can safely reach. It does not sign in to your website or access private customer records.
2

Follow the progress

The analysis moves through connecting to your website, reading pages and documentation, finding business details, building your support profile, and checking the result. You can leave the page; the analysis resumes when you return.If the analysis stops, your current workspace profile is unchanged. Click Retry analysis, or Analyze another website to start over.
3

Review and apply

When the result is ready, click Review and apply. The confirmation shows the Current and New business information and a summary of the brand.Click Apply to workspace. If the workspace already uses another website or a manually entered profile, the dialog asks Replace workspace business information? and the button reads Replace and apply.
Applying business information shares it with every mailbox in the workspace. It does not change mailbox response modes or review policies, and it does not change existing mailbox signatures.
You can also scan a website on the public Site Analytics page before signing in, then import the result into a workspace where you are an admin.

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Manage active business information

After you apply a result, Active business information appears on the Site Analytics page. It shows the website, whether it is Enabled or Disabled, the analysis date and revision, and a summary of the brand, tone, returns policy, and support contact. Mailbox agents in the workspace share these business facts and tone. Each workspace has one active profile. Website facts and other retrieved reference material remain untrusted input. They cannot override Mermail or mailbox instructions or authorize sending. Removing business information does not remove manually created signatures or modify sent emails. Automatically inserted signatures in an open compose can update if you have not edited them. Saved drafts and signatures you edited in compose are preserved; review them before sending.

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Edit and apply a website signature

Use Website signature on the Site Analytics page.
1

Edit the suggestion

Click Edit signature. You can use line breaks, bold, italic, underline, lists, and HTTP or HTTPS links. The editor does not support image uploads or arbitrary HTML.Click Save changes to update the preview. This does not update any mailbox yet, and the preview shows Not applied.
2

Choose the mailboxes

Under Apply to mailboxes, select the mailboxes that should receive this signature. Review and apply stays disabled until you select at least one.Unchecked mailboxes keep their existing signatures.
3

Review and apply

Click Review and apply. If a selected mailbox already has a different enabled signature, confirm its replacement.After a successful apply, Mermail saves the shared signature for the workspace and updates the selected mailboxes.
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. If mailboxes have different saved signatures, Mermail asks you to choose one to review before applying. A new analysis does not reuse the previous signature; review the new suggestion and apply it to the mailboxes you want to update.

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Troubleshooting

If a problem persists, contact Mermail support with the workspace, mailbox, approximate time, and error message. Do not include passwords or access tokens.