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Use Site Analytics to 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, choose how replies are handled, and give selected mailboxes a consistent signature.

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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.
Business information is shared across mailbox agents in the workspace. Selecting mailboxes for a signature does not limit which agents can use it. Use separate workspaces for brands that need separate website profiles.

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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 and wait until the domain shows Sending ready and Receiving ready. Workspace mailboxes then move to the domain automatically.
You can run this setup in the Mermail web app. It does not require an external MCP connection or a paid add-on.

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Set up the workflow

1

Analyze the store's website

On the Mermail home page, select the store’s workspace. On the Site Analytics card, click Open Site Analytics. Enter your public website address under Website address and select Analyze website.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

When the analysis is ready, select Review and apply and read the brand summary. 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. 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 Apply to workspace. If the workspace already uses another website or a manually entered profile, review the replacement and select Replace and apply.Under Active business information, confirm the website and that it is Enabled. 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

Under Website signature on the same page, 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 the page to check the saved version, then open a new compose in the support mailbox to inspect the signature without sending a message.
5

Choose how the support mailbox replies

Open the support mailbox’s settings and go to Email response mode.
  • Start with Draft for review so you can check the first replies before sending them. Save this choice before testing.
  • Choose Automatic triage to send routine replies automatically, such as product, pricing, how-to, and shipping or return policy questions answered by the business information you applied.
With Automatic triage, set Business type to Ecommerce for the store. Security, account access, refunds, cancellations, disputes, serious complaints, and uncertain answers always wait for review. Under Additional review topics, add store-specific topics such as Custom shipping requests, one per line.Optionally, under Customer status lookups, connect the store’s order account so replies can include order status. Replies based on public information work without a connection. Save your changes.
6

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. Business information provides reference material, not access to an order’s status or authority to approve a return.

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Review your first support reply

Keep Draft for review selected while you run this test:
  1. From an external inbox you control, send a routine question to the support mailbox, such as a question about the published return window. Do not include private customer details.
  2. Open the incoming message and review its prepared reply. If no draft appears, check the mailbox’s reply settings; do not assume a reply was sent.
  3. Check the recipient, policy facts, tone, signature, and any promises. Correct missing or unsupported details.
  4. Send the reviewed reply yourself and confirm it reaches your test inbox.
Once you are satisfied with the reviewed replies, you can choose Automatic triage for routine questions. Review topics and uncertain answers still need your attention. A connected domain alone does not configure support replies.

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Check the outcome

  • Active business information 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.
  • The support mailbox shows the intended Email response mode, and topics you want to approve yourself are listed for review.
  • A reviewed test reply reaches your external test inbox.
  • Reloading the page retains the successfully applied signature.
  • The unchecked partnerships mailbox keeps its own signature, while its agent still shares the workspace’s business information.
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.

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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 website signatures, including edited ones. Manually created signatures and sent emails are not removed. New accounts that sign up from the public Site Analytics page also get a guided Set up customer support window that covers business information, reply mode (starting on Automatic triage), and an optional custom domain in one place. For detailed editor behavior, guided setup, and troubleshooting, see the Site Analytics guide. To choose a different workflow, return to Usecases overview.