> ## 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

> Set up branded customer support with shared website knowledge and signatures for your support mailboxes.

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.

<Note>
  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.
</Note>

## 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](/guides/create-mailbox) or choose an existing one.
* If you want a branded email address, complete [custom domain setup](/guides/custom-domains)
  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

<Steps>
  <Step title="Analyze the store's website">
    Open the [Customer Support page](https://mermail.app/customer-support), 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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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:

    ```text theme={null}
    Using this workspace's Website context, summarize our published return
    policy. Include the source reference if available and identify any missing
    conditions. Do not infer whether a particular order qualifies, and do not
    send any email or change mailbox settings.
    ```

    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.
  </Step>
</Steps>

## 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](/guides/customer-support). To choose a
different workflow, return to [Usecases overview](/usecases/overview).