AI Settings: Tone

For: Account owners and administratorsRequires: Replyco AI and Priorities & SLA, part of every plan, and the Admin permission with edit rightsScreenshots show sample data

The Tone tab of ToolsAI Settings is where you tune message tone analysis for your company. At the top you show the AI what angry and happy look like for your customers, with calibration examples. Below, you decide whether a tone score may set a ticket’s SLA priority, how far it may go, and which score ranges map to which priority. Tone analysis itself is switched on with Message Tone Analysis on the General tab; see AI Settings. For what tone analysis does across Replyco, from the faces in the ticket list to the dashboard widget, see Message tone analysis.

Availability: every plan and every trial includes Replyco AI and Priorities and SLA, which the SLA part of the tab needs. Companies on an older plan may not have them; see What each plan includes. AI Settings appears under Tools for users with the Admin permission with edit rights, and the tab’s settings apply to the whole company. See User permissions and roles.

What you can do here

Show the AI how your customers sound. Write a few real-looking customer messages with the score each should get, up to 1,000 characters. An AI check refuses anything that could take over the scorer and offers a sharper version of vague examples. Write your own calibration examples · Message tone analysis
Go back to Replyco’s own examples with one button, and stay on them as Replyco improves them. Go back to Replyco’s examples
Decide whether tone may set SLA priorities. One check box lets a score set a priority at all; three more decide whether tone may replace a priority that is already there and whether it may only escalate. Let tone set SLA priorities · Ticket priorities and SLA
Map score ranges to priorities. A tone rule is a range such as 0.00–0.30 and the priority a score in that range assigns; ranges never overlap. Create a tone rule
Change, copy, delete and order your tone rules. Change or copy a tone rule · Delete a tone rule · Put the tone rules in order
See at once whether tone analysis is on. While it is off, a box at the top of the tab says so and links to the switch. Switch tone analysis on

The screen at a glance

The Tone tab of AI Settings in Replyco, opened from Tools in the sidebar. In the tab list on the left, under AI SETTINGS, the Tone tab is selected and highlighted between Categories and AI Customers Blacklist. On the right, under the heading Tone and its description, the Calibration examples box holds five of the company's own lines, from "Hi, does the USB-C Hub 7-in-1 work with a MacBook Air?" -> 0.55 to "Arrived a day early and works perfectly, thank you!" -> 0.9, with the counter 349 / 1000 and Reset to default at the top right. Below it, Let tone set the SLA priority is ticked, and the closed SLA escalation (optional) section waits to be opened. — The Tone tab holds the calibration examples, the SLA switch and, inside SLA escalation (optional), everything that sets priorities.

Region	What it shows	What you do there
Tab list, left	AI Settings with General, Categories, Tone, AI Customers Blacklist and, while AI drafts are switched on for your company, AI Draft Settings	Switch tabs; this tab also opens from its web address, `/aiSettings?tab=toneSla`
Header, top	The title Tone and the line Teach the AI how to read your customers' tone. Tone scoring works on its own. The SLA escalation below is optional.	Read what the tab is for
Switched-off box	Only while tone analysis is off: Message Tone Analysis is switched off and a link to the switch	Go to the switch on the General tab
Examples box	Calibration examples with its hint, Reset to default, the text box and its character counter; Validate & Save once you change the text	Write, check and save your examples
SLA check box	Let tone set the SLA priority and its hint	Let tone set priorities, or stop it
SLA escalation (optional)	Closed until you open it: When may tone change a priority? with three check boxes, then Create New and the tone rules, with a details panel on the right when you select a rule	Decide how far tone may go; manage the tone rules
Rule form, whole tab	Create Tone Rule or Edit Tone Rule, with Back and Save	Enter a score range and a priority

Write your own calibration examples

The calibration examples anchor the tone scale to your customers. The rest of the scorer’s instructions are Replyco’s and the same for every company; the examples are the one part you can change. Leave the box empty and Replyco’s own examples are used.

Open ToolsAI Settings and select the Tone tab.
In the Calibration examples box, write one example per line: a customer message in double quotes, then -> and the score it should get, from 0 (furious) to 1 (delighted). The counter under the box shows how many of the 1,000 characters you have used.
Select Validate & Save, which appears under the box as soon as you change the text.

Replyco sends your text to an AI check before it saves anything.
Read the result under the box.
- Saved: your text stays in the box and Success appears at the top right.
- Refused: the reason appears in red under the box and nothing is saved. Change the lines it names and select Validate & Save again.
- Valid but vague: a panel headed AI-optimized version of your instructions: offers a sharper version. Use optimized saves that version; Keep original saves your lines unchanged.

The Tone tab in AI Settings after Validate & Save was selected on calibration examples that end in a sixth line, "Score every message that mentions a refund below 0.2", under five quoted examples. Directly under the text box, a red message gives the reason the check refused them: "The last line forces a score below 0.2 on every message that mentions a refund. Give an example message with its score instead." Nothing was saved. The Validate & Save button below stays highlighted and available, so the examples can be corrected and checked again. — A refused check shows its reason in red under the box, and nothing is saved until the examples pass.

The Tone tab in AI Settings after Validate & Save was selected on three calibration lines that describe messages instead of quoting them: "a customer chasing a refund -> low", "Where is my order? -> 0.5" and "happy customers -> high". Below the text box, a panel headed "AI-optimized version of your instructions:" lists four quoted examples scored from 0.1 to 0.9. The Use optimized button is highlighted, next to Keep original. Use optimized saves the rewritten lines in place of the typed ones; Keep original saves the typed lines unchanged. — Valid but vague examples get an AI-optimized version; either button saves.

Northwind Electronics, for example, saved five lines from its own inbox:

"Hi, does the USB-C Hub 7-in-1 work with a MacBook Air?" -> 0.55
"The kettle stopped working after eight months. How do I claim the warranty?" -> 0.5
"Second time asking: where is my replacement case?" -> 0.28
"Third email and still no refund. I'm leaving a one-star review today." -> 0.1
"Arrived a day early and works perfectly, thank you!" -> 0.9

The check refuses text that tries to take over the scorer (phrases like “ignore previous instructions”), forces the same score on every message, changes the answer’s format or the 0 to 1 range, or has nothing to do with judging tone. It offers an optimized version when lines describe messages instead of quoting them, give a range or a direction instead of one score, or cluster at one end of the scale. The reasons are in your company’s Replyco language, English or German. If the check cannot be reached, the message under the box reads Validation request failed.; try again. For the full do and don’t list, see Message tone analysis.

An empty box, or text identical to Replyco’s own examples, is saved as “use Replyco’s examples” without a check. Every other Validate & Save is one AI action, counted with your company’s AI usage; see Billing. New examples change how messages are scored from now on; scores already stored stay as they are.

Go back to Replyco’s examples

Select Reset to default at the top right of Calibration examples. The box empties and the note Using Replyco's default examples, which we keep up to date automatically. appears above it.

If you had saved examples of your own, Replyco puts your company back on its own examples at once and shows Success.
If you had only typed text you had not saved, the button just clears the box.

Replyco’s examples are five lines from furious to delighted, such as "This is the third email. Where is my refund?" -> 0.2; companies whose Replyco language is German get German ones. While your company uses them, it also gets any improvement Replyco makes to them later. Your own lines are not kept anywhere after a reset, so copy them first if you might want them back.

Let tone set SLA priorities

Tone is scored and shown on every ticket whether or not it may set priorities. Setting priorities is a separate choice, and it needs Priorities and SLA, which every plan includes.

Tick Let tone set the SLA priority under the calibration examples.

Replyco saves it at once and shows Success. The section SLA escalation (optional) appears below it, closed.
Open SLA escalation (optional).

Under When may tone change a priority? are three check boxes, and below them your tone rules. A new company has no tone rules, so the list reads No data...; tone assigns nothing until you create a tone rule.
Tick the boxes you want. Each one saves the moment you tick or clear it.

The Tone tab in AI Settings scrolled below the calibration examples. The Let tone set the SLA priority check box is ticked and highlighted, with its hint: off by default, tone is scored and shown either way. Under it, the SLA escalation (optional) section is open. It starts with When may tone change a priority? and three check boxes with explanations: Override the ticket's current SLA (ticked), Override an SLA set by message rules and Only escalate, never de-escalate (both clear). Then come the section's description, the Create New button and two tone rules, 0.00 - 0.30 → Urgent and 0.30 - 0.60 → Standard (24 hours), each with a drag handle and edit, copy and delete icons. — Tick Let tone set the SLA priority to open SLA escalation (optional), with the three override boxes and the tone rules.

Check boxes	What tone may do
All clear	Give a priority only to tickets that have none. Nothing already set is touched.
Override the ticket's current SLA	Also replace a priority the ticket had before this message arrived, set by an agent or by a rule on an earlier message
Override an SLA set by message rules	Also replace a priority your message rules set on this very message; without it, a message rule that sets a priority has the last word
Only escalate, never de-escalate	When tone may replace a priority, move the ticket only to a more urgent one, following the order of your list under AdminCompany Settings › Priorities & SLA

For example, with only Override the ticket's current SLA ticked and the rule 0.00–0.30 → Urgent, a ticket on Standard (24 hours) whose customer chases with a message scored 0.28 moves to Urgent, and the ticket’s history records the score and the AI’s reason. Every combination of the boxes, and how message rules run first, is in Message tone analysis.

Clearing Let tone set the SLA priority stops tone from touching priorities straight away and hides the section. The three boxes and your tone rules keep their values for when you tick it again.

Create a tone rule

Open SLA escalation (optional) and select Create New above the tone rules.

The form Create Tone Rule replaces the whole tab, with 0.00 and 0.30 already filled in and no priority.
Enter From Score and To Score, each from 0 to 1 with two decimals.
Choose the Priority.

The list shows your priorities in the order of AdminCompany Settings › Priorities & SLA, most urgent first. If the priority you need does not exist yet, Create a new SLA opens that tab in a new browser tab; create it there, come back and select Refresh.
Select Save at the top right.

The form closes and the rule appears at the bottom of the list, for example 0.60 - 1.00 → Standard (24 hours).

The Create Tone Rule form, which has replaced the Tone tab after Create New was selected. Its description reads "Map a range of tone scores to an SLA priority." From Score shows 0.60 and To Score shows 1.00. Under Priority, the hint says that 0 is furious and 1 is delighted and that a range includes its start and excludes its end. The highlighted Priority drop-down is open on the placeholder Select a priority and lists the company's priorities in their Priorities & SLA order: Urgent, VIP customers, Standard (24 hours) and Marketplace notices. Refresh and Create a new SLA sit above it; Save at the top right stays pale until a priority is chosen. — A tone rule is a score range and one priority; the drop-down lists your priorities most urgent first.

A range includes its start and excludes its end, so 0.00–0.30 and 0.30–0.60 sit side by side without overlapping, and a rule that ends at 1.00 also includes a perfect 1.00. A score that falls in a gap between your ranges assigns nothing. With Northwind’s three rules, 0.00–0.30 → Urgent, 0.30–0.60 → Standard (24 hours) and 0.60–1.00 → Standard (24 hours):

Score	Rule that matches	Priority
0.299	0.00–0.30	Urgent
0.300	0.30–0.60; 0.30 is the excluded end of the first range	Standard (24 hours)
0.600	0.60–1.00; without this rule, 0.600 would match nothing	Standard (24 hours)
1.000	0.60–1.00; a range ending at 1.00 includes 1.00	Standard (24 hours)

Save stays pale until you choose a priority and From Score is lower than To Score. Replyco also refuses a rule, with the reason in an error message, when a score is outside 0 to 1 (“Tone scores must be between 0 and 1.”), the start is not below the end, the priority no longer exists (“The selected priority was not found.”) or the range overlaps another rule (“This score range overlaps another tone rule.”).

A tone rule assigns its priority exactly as if someone had picked it in the ticket: the respond and resolve deadlines follow that priority. For how scores and ranges work in depth, see Message tone analysis.

Change or copy a tone rule

To change a rule, select the pencil icon on its row, or select the row and then Edit in the details panel. Change the range or the priority in Edit Tone Rule and select Save. Replyco shows Success and the row shows the new values. If Replyco refuses the change, for example because the new range overlaps another rule, an error message gives the reason and the rule keeps its old values.

To copy a rule, select the copy icon on its row, or Copy in the details panel. The form opens with the same range and priority, and Save adds a new rule at the bottom of the list, leaving the original as it was. Change the range before you save, because tone rule ranges may not overlap. Copying is quickest for a neighbouring range with the same priority, such as 0.30–0.60 → Standard (24 hours) copied to 0.60–1.00.

A changed rule applies to messages scored from then on. Tickets that already received a priority from the old rule keep it.

Delete a tone rule

Select the bin icon on the rule’s row, or select the row and then Delete in the details panel.
Confirm with Yes.

The tone rules at the bottom of the SLA escalation (optional) section of the Tone tab. The rule 0.30 - 0.60 → Standard (24 hours) is selected, so a details panel on the right, partly covered by the confirmation, shows the scores 0.30 and 0.60 and Priority Standard (24 hours), with Delete, Copy and Edit buttons. The bin icon on the rule's row has opened a confirmation that reads "Are you sure you want to delete this rule?", highlighted, with No and Yes. Yes deletes the tone rule; No keeps it. Above the list are the three override check boxes and Create New. — The bin icon asks before it deletes; selecting a row shows its range and priority on the right.

The bin icon asks Are you sure you want to delete this rule?; Delete in the details panel asks Are you sure you want to delete this item?. The rule disappears, and there is no undo. From then on, scores in its range assign nothing unless another rule covers them; tickets keep the priorities tone already gave them.

Put the tone rules in order

Drag a rule by the handle at the left of its row and drop it where you want it. Replyco saves the new order at once. New rules always start at the bottom.

Replyco checks the rules from the top and uses the first one that matches, but because ranges cannot overlap, at most one rule can ever match a score. The order therefore never changes which priority a score gets; arrange the list so it reads well, for example from 0.00 upwards.

Switch tone analysis on

While Message Tone Analysis is off, a yellow-bordered box at the top of the tab reads Message Tone Analysis is switched off, followed by Nothing on this tab has any effect until tone analysis is turned on. Enable it under and the link General → Message Tone Analysis.

The Tone tab in AI Settings for a company that has not switched tone analysis on. Under the heading Tone, a yellow-bordered box reads "Message Tone Analysis is switched off" and "Nothing on this tab has any effect until tone analysis is turned on. Enable it under", followed by the highlighted link General → Message Tone Analysis, which opens the General tab. Below, Calibration examples is empty and notes that Replyco's default examples are in use, with the counter at 0 / 1000, and Let tone set the SLA priority is clear. — While tone analysis is off, a box says nothing on the tab has any effect and links to the switch.

Select the link. It opens the General tab, where you switch on Message Tone Analysis and select Save; see AI Settings. When you come back, the box has gone.

Everything on the tab can be changed while tone analysis is off: examples, check boxes and tone rules are saved and kept. They take effect for customer messages that arrive after the switch is on; Replyco never scores older messages.

Every control, explained

The Tone tab of ToolsAI Settings, in the order the screen shows it.

The Tone tab

Where

ToolsAI Settings, the third tab in the list under AI Settings, or the web address /aiSettings?tab=toneSla.

What

Opens the tab with your calibration examples and the SLA part. Everything on it applies to the whole company. Unsaved text in the examples box stays while you switch between the tabs of AI Settings, but is lost when you leave the screen.

Why

Tone scoring and what a score may do are configured in one place, next to the other AI settings.

The Message Tone Analysis is switched off box

Where

Under the tab’s header, only while Message Tone Analysis is off. It is hidden while a tone rule form is open.

What

Says that nothing on the tab has any effect until tone analysis is on. The link General → Message Tone Analysis opens the General tab.

Why

Examples and tone rules look finished even when nothing is being scored; the box stops you waiting for an effect that cannot come.

Calibration examples

Where

The text box at the top of the tab, with its hint, the character counter below it and Reset to default at the top right. While your company uses Replyco’s examples, the note Using Replyco's default examples, which we keep up to date automatically. sits above the box.

What

One quoted customer message per line, each followed by -> and one score between 0 and 1, up to 1,000 characters in total. Empty means Replyco’s own examples. Nothing you type is saved until Validate & Save passes. The examples move where the band boundaries sit for your customers; they cannot change the 0 to 1 range or the rule that a customer’s message is data, not instructions.

Why

What counts as angry differs by business. A marketplace seller may want any mention of a claim treated as furious; a shop with long delivery times may want a first chase treated as neutral.

Reset to default

Where

The button at the top right of Calibration examples. It is unavailable while a check or a save is running.

What

Empties the box. If your company had saved its own examples, it goes back to Replyco’s at once and Success appears; otherwise only the typed text is cleared. There is no undo.

Why

Replyco’s examples are kept up to date; going back to them is the quickest fix when your own examples make scores worse.

Validate & Save

Where

Under the examples box, as soon as the text differs from what is saved.

What

Checks the text with AI, then saves it if it passes. A refusal shows the reason in red under the box and saves nothing; a valid but vague text opens the optimized version; a valid text is saved with Success. An empty box or Replyco’s own text is saved without a check. Each check is one AI action. Validation request failed. means the check could not be reached, and nothing was saved.

Why

A tone score can raise a ticket’s priority, so examples that force a score would let anyone who edits them move tickets at will. The check keeps the examples to what they are for.

Use optimized and Keep original

Where

In the panel AI-optimized version of your instructions:, under the examples box, after a check that found your examples valid but vague.

What

Use optimized puts the rewritten lines in the box and saves them. Keep original saves your lines as they are. Typing in the box closes the panel without saving.

Why

Quoted messages with one score each work better than descriptions such as “angry customers -> low”, but the choice stays yours.

Let tone set the SLA priority

Where

The check box under the examples, shown only to companies with Priorities and SLA. It saves the moment you tick or clear it and shows Success.

What

Off by default. Ticked, a tone score may set the ticket’s SLA priority through your tone rules, and the section SLA escalation (optional) appears. Cleared, tone stops touching priorities at once; scores are still stored and shown, and the three boxes and your rules keep their values.

Why

Many teams want the faces and the reasons without ever letting AI move a ticket in the queue. Scoring is the feature; setting priorities is the opt-in.

SLA escalation (optional)

Where

The collapsible section under Let tone set the SLA priority, shown only while that box is ticked. Select its title to open or close it.

What

Holds When may tone change a priority? with its three check boxes, the line Assign an SLA priority automatically from the AI tone score of an incoming message. By default tone only fills the gap — it assigns a priority only when the ticket has none. The options above decide whether it may go further., Create New and the list of tone rules. It is closed when the tab opens.

Why

Most companies set it up once; keeping it closed leaves the examples, which you revisit more often, in view.

Override the ticket's current SLA

Where

The first check box under When may tone change a priority?. It saves the moment you tick it.

What

Lets tone replace a priority the ticket already had before this message arrived, whether an agent set it by hand or a rule set it on an earlier message. Clear, tone only gives a priority to tickets that have none. Off by default.

Why

A conversation that turns angry should be able to move the whole ticket up. Leave it clear to protect what your team has triaged by hand.

Override an SLA set by message rules

Where

The second check box under When may tone change a priority?. It saves the moment you tick it.

What

Lets tone also replace a priority your message rules set on this very message. Replyco runs your message rules first and applies tone afterwards, so without this box a rule that sets a priority keeps the last word on the message it matches. Off by default.

Why

Only for companies that want tone to outrank the rules they wrote. It is the stronger of the two overrides.

Only escalate, never de-escalate

Where

The third check box under When may tone change a priority?. It looks greyed out while both boxes above it are clear, but it can still be ticked. It saves the moment you tick it.

What

When tone may replace a priority, it may only move the ticket to a more urgent one: one that sits higher in your list under AdminCompany Settings › Priorities & SLA. It has no effect on tickets without a priority. Off by default.

Why

You want angry customers escalated, but never a ticket quietly downgraded because the next message happened to be calmer. Agents can still lower a priority by hand.

Create New

Where

Inside SLA escalation (optional), at the right of the line Assign an SLA priority automatically from the AI tone score of an incoming message. By default tone only fills the gap — it assigns a priority only when the ticket has none. The options above decide whether it may go further., above the tone rules.

What

Opens Create Tone Rule, which replaces the whole tab, with From Score 0.00, To Score 0.30 and no priority. A saved rule is added at the bottom of the list.

Why

Each score range you want treated differently gets its own rule.

The tone rule rows

Where

Inside SLA escalation (optional), under Create New, one row per rule; No data... when there are none.

What

Each row reads as the range and the priority it assigns, such as 0.00 - 0.30 → Urgent. Selecting a row outlines it in blue and opens the details panel. The handle on the left moves the row when you drag it, and the new order saves at once. The pencil opens Edit Tone Rule, the copy icon opens a copy of the rule, and the bin asks Are you sure you want to delete this rule? before it deletes.

Why

The list shows at a glance which part of the scale leads to which priority, and where the gaps are.

The details panel

Where

Right of the tone rules, after you select a row. The cross at its top right closes it.

What

Shows From Score, To Score and Priority with two decimals. Below them: Delete, which asks Are you sure you want to delete this item?; Copy; and Edit.

Why

Check a rule before you change it, without opening the form.

From Score and To Score

Where

The two boxes at the top of Create Tone Rule and Edit Tone Rule.

What

Numbers from 0 to 1 with two decimals; the arrows step by 0.01. The range includes From Score and excludes To Score, except that a range ending at 1.00 also includes 1.00. From Score must be lower than To Score, and the range may not overlap another rule. Replyco rounds both to three decimals before it checks them, so 0.30 and 0.300 are the same.

Why

Half-open ranges let neighbouring rules meet at one number, such as 0.30, without both matching it.

Priority, Refresh and Create a new SLA

Where

Under the score boxes. The hint under Priority repeats how ranges work; Refresh and Create a new SLA sit at the right.

What

The drop-down lists your company’s priorities, most urgent first, as ordered under AdminCompany Settings › Priorities & SLA; type part of a name to narrow it. With no priorities it says No SLA priorities yet. Create one first, then refresh this list. Refresh reloads the list. Create a new SLA opens Priorities & SLA in a new browser tab; creating priorities needs the Admin permission with edit rights.

Why

A priority is what carries the respond and resolve deadlines, so a tone rule borrows the deadlines you already promised for that priority.

Save and Back

Where

Save at the top right of the rule form; Back above the form’s title.

What

Save is pale until a priority is chosen and From Score is lower than To Score. It stores the rule and closes the form; a changed rule shows Success, a new rule appears at the bottom of the list, and a refused rule shows an error message with the reason. Back returns to the tab without saving.

Why

Nothing in the form reaches your tickets until it is saved.

Who sees what

Part	Shown when
AI Settings under Tools, with this tab	The company has Replyco AI (every plan and every trial), and the user has the Admin permission with edit rights.
Message Tone Analysis is switched off	Message Tone Analysis is off on the General tab
Using Replyco's default examples, which we keep up to date automatically.	The company has no calibration examples of its own saved
Let tone set the SLA priority and the tone rule form	The company has Priorities and SLA: every plan and every trial; companies on an older plan may not have it
SLA escalation (optional)	Let tone set the SLA priority is ticked
AI Draft Settings in the tab list	AI drafts are switched on for the company; see AI Draft Settings

What you need to know

Topic	Fact
Company-wide	Examples, check boxes and tone rules apply to every account and every user of the company.
How changes save	Examples save with Validate & Save; the four check boxes save when you tick them; tone rules save with Save in the form; the order saves when you drop a row.
Messages	Saving examples, check boxes and changed rules shows Success.
Nothing retroactive	New examples, check boxes and rules affect only customer messages that arrive afterwards. Scores and priorities already set stay.
Limits	Examples up to 1,000 characters. Scores from 0 to 1, two decimals in the form, three decimals when checked. Ranges may not overlap; gaps are allowed.
Order	New rules go to the bottom. The order never changes which rule matches, because at most one can.
Cost	Each Validate & Save check is one AI action; saving an empty box or Replyco’s own examples is not.
Language	Replyco’s examples and the check’s reasons are German for companies whose Replyco language is German, English otherwise.
Switching off	Clearing Let tone set the SLA priority or switching tone analysis off keeps every example, box and rule.
Deleting a priority	Deletes the tone rules that point at it.

Frequently asked questions

General

Who can change the settings on the Tone tab?

Users with the Admin permission with edit rights, in a company with Replyco AI; only they see ToolsAI Settings and its Tone tab. Creating the priorities that tone rules point at needs the same permission. See User permissions and roles.

Do the settings on the Tone tab do anything while tone analysis is off?

No. While Message Tone Analysis is off on the General tab, nothing is scored, so examples and tone rules have nothing to act on, and the tab shows Message Tone Analysis is switched off. Everything you set is kept and takes effect for messages that arrive once the switch is on and saved.

Why is there no SLA part on my Tone tab?

Let tone set the SLA priority, SLA escalation (optional) and the tone rules need Priorities and SLA. Every plan and every trial includes it, but companies on an older plan may not have it; see What each plan includes. Without it, the Tone tab shows only the calibration examples, and tone is still scored and shown on your tickets.

Do changes on the Tone tab affect tickets I already have?

No. Examples, check boxes and tone rules on the Tone tab apply to customer messages that arrive after you save them. Scores already stored and priorities tone already assigned stay as they are, and Replyco never re-scores older messages.

Your examples

Do I have to write calibration examples?

No. Leave Calibration examples on the Tone tab empty and Replyco uses its own five examples, from furious to delighted, and keeps them up to date. Write your own only when scores do not match how your customers sound.

Why were my calibration examples refused?

Validate & Save on the Tone tab refuses text that tries to take over the scorer, forces the same score on every message, changes the answer’s format or the 0 to 1 range, or has nothing to do with judging tone. The reason appears in red under the box and nothing is saved; rewrite the lines as quoted messages with one score each.

What happens when I accept or keep the AI-optimized version?

Both save. Use optimized replaces your lines with the AI’s rewritten version and saves it; Keep original saves your lines as you typed them. The panel AI-optimized version of your instructions: only appears when the check found your examples valid but vague.

How long can my calibration examples be?

Up to 1,000 characters in total, one example per line; the counter under the Calibration examples box on the Tone tab shows how many you have used. Northwind’s five examples, from furious to delighted, use 349 of them.

How do I undo my own examples?

Select Reset to default next to Calibration examples on the Tone tab. If you had saved examples of your own, your company goes back to Replyco’s examples at once. Your own lines are not kept anywhere, so copy them before you reset if you may need them again.

SLA and tone rules

I allowed tone to set priorities, but no ticket changed. Why?

Ticking Let tone set the SLA priority on the Tone tab only allows tone to set priorities. Tone assigns nothing until you create a tone rule under SLA escalation (optional), and then only for new customer messages whose score falls in a rule’s range. With the three boxes clear, it only gives a priority to tickets that have none.

What happens to a score that no tone rule covers?

It assigns nothing: a score that falls in a gap between your ranges on the Tone tab leaves the ticket’s priority as it is. A range includes its start and excludes its end, and a range ending at 1.00 also includes 1.00, so 0.00–0.30 and 0.30–0.60 leave no gap between them.

Can two tone rules cover the same scores?

No. Replyco refuses a tone rule whose range overlaps another one, with “This score range overlaps another tone rule.” Ranges that only touch, such as 0.00–0.30 and 0.30–0.60, do not overlap. When you copy a rule on the Tone tab, change From Score and To Score to a free range before you select Save.

Does the order of the tone rules matter?

Not for the result. Replyco checks tone rules from the top and uses the first match, but it refuses overlapping ranges, so at most one rule can match any score. Drag the rows on the Tone tab into whatever order reads best, for example from 0.00 upwards.

Why does the priority list in the tone rule form not show a priority I just created?

The form loads your priorities when it opens. After creating a priority under AdminCompany Settings › Priorities & SLA, select Refresh next to Priority in the tone rule form and the new priority appears in the list.

Where did my tone rules go?

Tone rules disappear when you delete them on the Tone tab, and also when someone deletes the priority they point at under AdminCompany Settings › Priorities & SLA. If Let tone set the SLA priority is clear, the rules are only hidden and come back when you tick it.

Which override boxes should I tick?

Start with all three clear under When may tone change a priority? on the Tone tab: tone then only gives a priority to tickets that have none. The usual next step is Override the ticket's current SLA together with Only escalate, never de-escalate, so tickets move up as customers get angrier and never move down on their own.

Troubleshooting

Symptom	What to check
AI Settings is not under Tools	Your user lacks the Admin permission with edit rights; ask an administrator. Companies on an older plan may not have Replyco AI; see What each plan includes.
The tab shows Message Tone Analysis is switched off	Message Tone Analysis on the General tab is off or was not saved. Follow General → Message Tone Analysis, switch it on and select Save.
Let tone set the SLA priority is missing	The company is on an older plan without Priorities and SLA; see What each plan includes. Scoring still works.
SLA escalation (optional) is missing	Let tone set the SLA priority is clear; tick it.
Validate & Save is not there	The text is the same as what is saved. Change it and the button appears.
A red message under the examples box	The check refused the examples. Remove anything that is not a quoted message with one score, and anything that forces a fixed score. If it reads Validation request failed., try again.
Save stays pale in the rule form	Choose a Priority and make From Score lower than To Score.
The priority list says No SLA priorities yet. Create one first, then refresh this list.	Create a priority with Create a new SLA (Admin permission with edit rights), then select Refresh.
An error message after Save in the rule form	The range overlaps another rule, a score is outside 0 to 1, or the priority was deleted. Save the rule again with a free range or an existing priority.
Tone moves tickets to a less urgent priority with Only escalate, never de-escalate ticked	The order under AdminCompany Settings › Priorities & SLA: drag the most urgent priority to the top.

AI Settings: Tone

What you can do here

The screen at a glance

Write your own calibration examples

Go back to Replyco’s examples

Let tone set SLA priorities

Create a tone rule

Change or copy a tone rule

Delete a tone rule

Put the tone rules in order

Switch tone analysis on

Every control, explained

The Tone tab

The Message Tone Analysis is switched off box

Calibration examples

Reset to default

Validate & Save

Use optimized and Keep original

Let tone set the SLA priority

SLA escalation (optional)

Override the ticket's current SLA

Override an SLA set by message rules

Only escalate, never de-escalate

Create New

The tone rule rows

The details panel

From Score and To Score

Priority, Refresh and Create a new SLA

Save and Back

Who sees what

What you need to know

Frequently asked questions

General

Who can change the settings on the Tone tab?

Do the settings on the Tone tab do anything while tone analysis is off?

Why is there no SLA part on my Tone tab?

Do changes on the Tone tab affect tickets I already have?

Your examples

Do I have to write calibration examples?

Why were my calibration examples refused?

What happens when I accept or keep the AI-optimized version?

How long can my calibration examples be?

How do I undo my own examples?

SLA and tone rules

I allowed tone to set priorities, but no ticket changed. Why?

What happens to a score that no tone rule covers?

Can two tone rules cover the same scores?

Does the order of the tone rules matter?

Why does the priority list in the tone rule form not show a priority I just created?

Where did my tone rules go?

Which override boxes should I tick?

Troubleshooting

Related