Email Assistant
The Email Assistant is Opally's core feature. It reads incoming guest emails and creates draft replies that appear directly in your Gmail or Outlook inbox.
How It Works
A guest sends you an email – Opally is notified automatically
Opally reads the email – It understands the guest's question or request
A draft is created – Using your personalization and knowledge base
You review the draft – Open your email and find it in your Drafts folder
Edit if needed, then send – Make any changes and hit Send
You stay in control – Opally never sends emails automatically.
The Emails Dashboard
Access the Email Assistant by clicking Emails in the sidebar. You'll see four tabs:
Drafts Tab
Your main workspace. Here you can:
View all AI-generated drafts with the original email and Opally's response
Filter by status – Draft, Sent, Pending, or Rejected
Rate draft quality – Help Opally learn what works
Download drafts – Export a specific period's drafts as CSV
Analytics Tab
Understand your email patterns:
Email volume over the past 7 days
Draft acceptance rate – How often you send vs. reject drafts
Sentiment analysis – Are guest emails positive, neutral, or negative?
Category breakdown – What topics guests ask about most
Response Time Tab
Track how quickly your team responds:
Average response time across all emails
Response time by hour – When are you fastest?
Team comparison (if multiple users)
Themes Tab
Discover what guests care about:
Common topics identified by AI
Trending questions over time
Knowledge gaps – Questions Opally couldn't answer well
Rating Drafts
Rating drafts helps Opally learn your preferences. After reviewing a draft, you can rate it:
1-5 stars – Rate the overall quality of the draft
Comment – Add optional feedback about what worked or what to improve
Over time, ratings improve draft quality for your specific needs.
Email Configuration
There are two places to configure email settings:
Manage Dialog (in Integrations)
Click Manage next to your connected email in Integrations to access:
Labels/Categories – Enable automatic labeling of processed emails
Shared mailbox – Configure a shared mailbox instead of your personal inbox (Outlook)
Attachment extraction – Enable AI reading of PDF attachments
Skip CC emails – Ignore emails where you're only CC'd
Excluded Addresses (in Personalization)
Go to Personalization to add email addresses that Opally should ignore.
Email Filters (in Settings)
Go to Settings > Filtering to create filter rules that block or allow emails based on subject, sender, or body content.
See Email Filters for detailed configuration options.
Common Questions
Where do drafts appear?
In your regular email client (Gmail or Outlook), in the Drafts folder.
Can I edit drafts before sending?
Absolutely. Edit as much as you like – the draft is yours to modify.
What if I don't want a draft for certain emails?
Add those senders to your Excluded Addresses in Personalization, or create a filter rule in Settings > Filtering.
Does Opally send emails automatically?
Never. Opally only creates drafts. You decide what gets sent.
How fast are drafts created?
Usually within 30 seconds of receiving an email.
What if the draft is wrong?
Edit it, then rate it with fewer stars and add a comment so Opally learns what to improve.
Best Practices
For best results:
Keep your Knowledge Base updated – Opally uses it to answer specific questions
Rate drafts regularly – Even quick ratings help Opally improve
Review your Personalization – Make sure it reflects how you want to sound
Use the Themes tab – Identify common questions and add them to your Knowledge Base
Common issues and fixes:
Drafts too formal
Update Tone of Voice in Personalization
Missing information
Add the details to your Knowledge Base
Wrong pricing/availability
Connect your PMS for real-time data
Responding to spam
Add sender to Excluded Addresses
Next Steps
Working with Drafts – Detailed guide to the drafts interface
Email Analytics – Understanding your email insights
Email Filters – Configure which emails to process
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