Setting up your first auto-reply rule

Sakura defaults to "draft mode" when you connect a new inbox: every reply is generated by the AI but stays as a draft until you click Send. We strongly recommend keeping it like this for the first 1-2 days, then flipping the switch.

Step 1 — Make the AI useful first

Open Config → Store and fill in the bare minimum so the AI can answer real questions:

• Shipping window (min and max delivery days).
• Refund policy (3 lines is enough — what you accept, what you do not).
• Return address (only used when a refund is approved).
• Currency and country (auto-filled from Shopify, but double-check).

Step 2 — Pick a humanization level

Under Config → AI you choose how the AI sounds and how fast it replies:

• Balanced (default): replies in 1-5 minutes, professional tone.
• High: replies in 2-10 minutes, friendlier, "writing now" feel.
• Extreme: 5-20 minutes, fully informal — for D2C brands that want a personal touch.

Step 3 — Review the first 5-10 drafts

1. When customers email in, open Tickets and click any one.
2. You will see the AI draft on the right with a green Send button.
3. Edit if needed (or click Regenerate), then send. The AI learns from your edits within the same store.

Step 4 — Switch to auto-reply

When you are confident, open Config → AI and toggle Auto-reply enabled. From that moment, every new ticket triggers an automatic reply with the humanized delay you picked. Sensitive cases (refunds above your limit, angry customer, etc.) still get flagged for manual review automatically.