Skip to main content
Turn the public information on your website into shared reference material for your support mailbox agents. Review the findings, apply them to the right workspace, and give selected mailboxes a consistent signature.

​
Example: support for an online store

You run an online store. Customers ask about products, delivery, and returns, but the answers are spread across product pages, an FAQ, and policy pages. You want your support mailbox agents to reference the same business information without copying it into each mailbox separately. In this example, you apply the store’s website to its workspace and add a branded signature to its support mailbox. A separate partnerships mailbox keeps its existing signature.
Website context is shared across mailbox agents in the workspace. Selecting mailboxes for a signature does not limit which agents can use the context. Use separate workspaces for brands that need separate website profiles.

​
Before you begin

  • Have a public website with the business information you want to use.
  • Confirm you have admin access to the store’s Mermail workspace.
  • Create a support mailbox or choose an existing one.
  • If you want a branded email address, complete custom domain setup separately and verify that the mailbox receives email.
You can run this setup in the Mermail web app. It does not require an external MCP connection or an Apify purchase.

​
Set up the workflow

1

Analyze the store's website

Open the Customer Support page, enter your public website address, and select Scan now.Use the website whose information should apply to this workspace. The scan reads accessible public content, not private order records or customer accounts.
2

Check the information customers rely on

Review the brand summary, contact details, and What Mermail learned. Open Complete analysis details and compare important findings with their source pages.For the store, check that delivery and return information matches the published policies. Do not treat an absent policy as permission to offer a refund or promise a delivery date.If more relevant documentation is discovered, use Run Detailed scan when offered. A Partial result can still be useful, but it does not confirm that every page or policy was included.
3

Apply the knowledge to the store's workspace

Select Use this in Mermail, sign in if needed, and choose the workspace where you have admin access. Review any replacement confirmation before proceeding.In Settings → Website context, confirm the website and enabled state. The workspace’s mailbox agents can now reference its applied business information. Applying context does not send a customer email or activate the suggested signature.
4

Customize the support signature

In Settings → Website signature, select Edit signature. Review the suggested contact details and adjust the wording for your support team.Select Save changes to update the preview. Under Apply to mailboxes, select the support mailbox and leave the partnerships mailbox unchecked. Select Review and apply and confirm any intended overwrite.Only the selected mailboxes receive this signature. Saving inside the editor alone does not persist it; a successful Apply does. Reload settings to check the saved version, then open a new compose in the support mailbox to inspect the signature without sending a message.
5

Check the support knowledge before using it

In the support mailbox’s assistant, ask a factual question based on a policy you reviewed. For example:
Compare the answer with your current policy page. Check missing or outdated details before using the information in customer communication. Website context provides reference material, not access to an order’s status or authority to approve a return.

​
Check the outcome

  • Website context shows the intended store and is enabled in the correct workspace.
  • Important business facts match the public source pages you reviewed.
  • The support mailbox uses the applied signature in a new compose.
  • Reloading settings retains the successfully applied signature.
  • The unchecked partnerships mailbox keeps its own signature, while its agent still shares the workspace’s Website context.
Website setup and email delivery are separate. If customers cannot reach the support mailbox, check its address and domain configuration rather than re-importing the website.

​
Keep the setup current

When your website policies change, use Re-analyze, review the new findings, and apply the new result. Do not assume that editing a website page updates the existing workspace profile automatically. Review signatures separately if contact details have changed. Use Disable when you want agents to stop using the retained context; it does not turn off existing signatures. Use Remove when you want to remove the profile and disable its associated Site Profile signatures, including ones edited in settings. Manually created signatures and sent emails are not removed. For detailed editor behavior, replacement confirmations, and troubleshooting, see the Customer Support setup guide. To choose a different workflow, return to Usecases overview.