# Glossary

The words you will see in draften and what is behind them. They are enough for
the whole of this help.

## The basics

**Assistant** — the helper attached to one mailbox. It has a name, a signature
and its own instructions. An organisation may have several; one mailbox may
even have more than one, for example one per address that replies go out from.

**Draft** — a reply draften wrote and saved into your mailbox. Until you send
it, nothing has happened.

**Mail check** — one pass through the mailbox: draften looks at what arrived,
sorts it and writes drafts for the messages that deserve one. It runs by
itself at a set interval; **Check the mail** starts one straight away.

**Trial mode** — the assistant works fully, but you see its drafts only inside
draften; nothing goes into the mailbox. It is there for trying things out. The
opposite is **live**.

**Paused assistant** — it reads no mail and writes no drafts until you press
**Start the assistant**.

## What steers the replies

**Instructions** — the four texts the assistant gets with every reply:

| Instruction | What it covers |
|---|---|
| Knowledge | who you are, what you offer, how to use the sources |
| Filter | what gets a reply and what does not |
| Style | the tone and the shape of a reply |
| Routing | answer alone / answer and hand over / no reply |

**Knowledge** — the sources of facts: a help site, documents, links, facts you
write down, and a connection to your CRM. What is not there, the assistant does
not know.

**Attachments** — files the assistant may attach to a reply, each with a
sentence saying when.

**Lesson** — a rule of writing draften drew from your edits ("the signature
goes below the paragraph, not after the greeting"). It reaches the replies only
once you **approve** it in Learning. Next to lessons you will also find **fact
corrections** — places where the assistant said one thing and you then wrote
another.

**Trial set** — saved messages on which a change of the instructions can be
tried without touching the mailbox. You compare the drafts before and after.

## The states you will see

A draft's state in Drafts:

| State | What it means |
|---|---|
| waiting to be sent | the draft is written and sits in your mailbox |
| sent unchanged | you sent it as it was |
| edited (at least half kept) | you changed something before sending |
| replaced by your own reply | you answered your own way; less than half of the draft survived |
| deleted | you threw the draft away and wrote no reply of your own |
| expired | the draft sat untouched for 14 days and draften stopped following it |
| trial mode | the draft was written in trial mode and never went to the mailbox |

A message's state in Mail:

| State | What it means |
|---|---|
| drafted | the assistant wrote a reply |
| skipped | not for the assistant — the Filter says you handle this yourself |
| no reply | the assistant decided this one is not answered |
| automatic | a robot, a confirmation, bulk mail; no model read it |
| limit | the daily limit or the cost cap was reached |
| rejected | the draft failed a check (signature, link, recipient) and was not created |
| failed | processing did not succeed even on the third attempt |
| pending | the message is still to be processed |

Every message also shows the assistant's **decision**: **reply**, **escalate**
(it answers what it can and says it is handing the matter over) or **no reply**.

## Words you will hear from technical people

You do not need them, but here is what they mean.

**Model** — the language model that writes the text. draften uses several: a
cheaper one for sorting and learning, a stronger one for writing replies. More
in [Models and prices](/en/models-and-prices).

**Organisation** — your company inside draften. Mailboxes, assistants and
people belong to it.

**Role** — what each person may do. In detail in the
[administrator's help](/en/admin/people-and-roles).