> ## 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.

# Site Analytics

> Analyze your public website, share the business information with every mailbox in a workspace, choose how support replies are handled, and apply website signatures.

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.

<Note>
  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.
</Note>

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.

## 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](/guides/create-mailbox) to receive support requests.

To receive mail on your own domain, complete [Custom domains](/guides/custom-domains).
Entering a website address in Site Analytics does not verify that domain for
email.

## Guided setup for new accounts

If you sign up from the public [Site Analytics page](https://mermail.app/site-analytics),
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**.

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.

    | Mode                 | What happens                                                                             |
    | -------------------- | ---------------------------------------------------------------------------------------- |
    | **Automatic triage** | Send routine replies automatically. Sensitive or uncertain emails still need your review |
    | **Draft for review** | Prepare replies for you to review and send                                               |

    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.
  </Step>

  <Step title="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](/guides/custom-domains) page. On the Free plan, this step
    offers **Upgrade to Developer** instead.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

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).

<Note>
  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.
</Note>

You can change the response mode later in the mailbox settings under
**Email response mode**.

## 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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

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.

<Tip>
  You can also scan a website on the public
  [Site Analytics page](https://mermail.app/site-analytics) before signing in,
  then import the result into a workspace where you are an admin.
</Tip>

## 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.

| Action         | Business information                                                            | Signature behavior                                                                                    |
| -------------- | ------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------- |
| **Re-analyze** | Returns to **Business information**; review and apply a new result to update it | Existing mailbox signatures stay unchanged until you apply a signature                                |
| **Disable**    | Agents stop using it immediately; it is kept for later                          | Does not disable existing signatures                                                                  |
| **Enable**     | Agents use it again                                                             | Does not automatically apply a signature                                                              |
| **Remove**     | Removes it from the workspace                                                   | Disables website signatures associated with the removed site in this workspace, including edited ones |

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.

## Edit and apply a website signature

Use **Website signature** on the Site Analytics page.

<Steps>
  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

| Action                                         | Result                                                                       |
| ---------------------------------------------- | ---------------------------------------------------------------------------- |
| **Save changes**, then refresh before applying | Unapplied edits are lost; the last applied version, or the suggestion, loads |
| Successful **Review and apply**, then refresh  | The applied version is kept for the current analysis                         |
| **Cancel** or discard edits                    | The preview and mailbox signatures stay as they were                         |
| **Reset to suggestion**                        | Returns to the original website suggestion; save and apply to keep it        |
| Business information changes while you edit    | Reset to the latest suggestion before 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.

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.

## Troubleshooting

| What you see                                  | What to do                                                               |
| --------------------------------------------- | ------------------------------------------------------------------------ |
| **Enter a valid public website.**             | Check the address, for example `yourcompany.com`                         |
| The analysis could not finish                 | Check that the site is public, then click **Retry analysis**             |
| Analysis controls are disabled                | Ask a workspace admin to analyze or replace the website                  |
| **Business information could not be applied** | Reload the page to get the latest workspace information and try again    |
| **Setup is open in another tab**              | Continue in that tab, or click **Take over here**                        |
| **The setup mailbox is no longer available**  | Choose another mailbox in the setup window and review its reply settings |
| **Select a mailbox to apply this signature.** | Select at least one mailbox                                              |
| **Not applied**                               | Click **Review and apply**; saving the editor alone is not enough        |
| An old signature remains in a saved draft     | Edit that message's signature before sending                             |

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