Eva’s Guidelines allow you to set clear rules for how she handles your emails, ensuring she responds exactly the way you want. By setting specific instructions, you can control when Eva drafts replies, what tone she uses, and which templates she follows.
This article will show you how to configure Eva so she only drafts emails when prompted, and how to set up templates for specific scenarios.
1. Controlling when Eva drafts emails
If you want Eva to only draft emails when prompted, you can set your guidelines like this:
Which emails should I draft a reply to, and which should I not?
Example:
Only reply to the email if:
Someone asks about deleting or closing their account
Someone asks about missing payments
Do not create a draft reply unless explicitly instructed.
DO NOT REPLY to any other type of email.
2. Adding templates for specific email types
You can include templates in your guidelines so Eva knows exactly what to say when a certain type of email comes in.
Which Emails Should I Draft a Reply To, and Which Should I Not?
Password Reset Template
If the email is about resetting a password, use the following template:
```
Hi,
Thanks for getting in touch.
I’ve reset your password to: 123changeme Please log in and update this to something more secure.
Regards,
[insert name]
```
Missing Payment Template
If the email is about missing payments, use the following template:
```
Hi,
Please raise a support ticket and we will be able to deal with your enquiry. You will find support tickets under "help" on the main menu of the site.
Thanks,
[insert name]
```
3. Example Guidelines by Industry
E-commerce Store Owner
Which emails should I draft a reply to, and which should I not?
Templates:
Order Status
Only reply to emails asking about order status or product availability.
```
Hi [First Name],
Thanks for reaching out!
Your order #[Order Number] is currently [status].
You can track it here: [Tracking Link].
Best regards,
[Your Name]
```
Return Request
Only reply to emails asking about returns.
```
Hi [First Name],
Thanks for contacting us.
Please follow our returns process here: [Returns Page Link].
Once we receive your item, we’ll issue your refund within [X] business days.
Best regards,
[Your Name]
```
Real Estate Agency
Which emails should I draft a reply to, and which should I not?
Templates:
Property Inquiry
Only reply to property inquiry emails and client follow-up requests.
```
Hi [First Name],
Thanks for your interest in [Property Address].
Are you available for a viewing on [Date Options]?
Best regards,
[Your Name]
```
Freelance Consultant
Which emails should I draft a reply to, and which should I not?
Templates:
Invoice Payment
Only reply to client project updates, meeting requests, and invoice/payment queries.
```
Hi [First Name],
Thanks for your message.
I’ve attached the invoice for your reference.
Payment can be made via [Method].
Best regards,
[Your Name]
```
Service-Based Business (e.g., Cleaning Company)
Which emails should I draft a reply to, and which should I not?
Templates:
Quote Request
Only reply to booking requests, cancellations, and quote inquiries.
```
Hi [First Name],
Thanks for your inquiry! Based on the details you’ve provided, the estimated cost is [Price].
Please let me know if you’d like to proceed with booking.
Best regards,
[Your Name]
```
4. Updating your Guidelines in Eva
Go to Eva in your Marblism dashboard.
Guidelines section.
Paste your customised instructions and templates into the box.
Click Save to apply the changes.
💡 Tip: The more specific your guidelines are, the more accurately Eva will perform. You can update them anytime to reflect changes in your business processes.