# Email Assistant FAQs

### Why don't I see drafts?

In order to organize drafts CustomerIQ generates you need to enable Conversation View in your inbox.

<details>

<summary>How to enable conversation view for Outlook</summary>

**For Classic Outlook:**

1. Open Outlook and go to the **View** tab on the ribbon.​
2. Check the box labeled **Show as Conversations**.​
3. Choose either **All mailboxes** or **This folder** to apply the setting accordingly.

**For New Outlook:**

1. Click on the **Settings** icon (gear-shaped) at the top of the page.​
2. Select **Mail** and then choose **Layout**.
3. Under **Message organization**, select **Show email grouped by conversation**.

**For Outlook on the Web or Outlook.com:**

1. Click on the **Settings** icon at the top of the page.​
2. Select **Mail**, then choose **Layout**
3. Under **Message organization**, choose **Show email grouped by conversation**

</details>

<details>

<summary>How to enable conversation view for Gmail</summary>

**On a Computer:**

1. Open Gmail
2. At the top right, click the **Settings** gear icon and then select **See all settings**.
3. In the **General** tab, scroll down to the **Conversation View** section.​
4. Select **Conversation view on.**
5. Scroll to the bottom and click **Save Changes**.​

**On an Android Device:**

1. Open the Gmail app.​
2. Tap the **Menu** icon (three horizontal lines) in the top left corner, then select **Settings**.​
3. Tap **General settings.**
4. Check the box for **Conversation view** to enable it.​

**On an iOS Device:**

1. Open the Gmail app.
2. Tap the **Menu** icon (three horizontal lines) in the top left corner, then select **Settings**.​
3. Tap your account.​
4. Toggle **Conversation view** on.

</details>

### How does the assistant learn my style?

When you connect your inbox CustomerIQ analyzes a sample of your previously sent emails to understand your tone and style.  As you continue to use CustomerIQ, the assistant continues to learn and adapt to your style, improving with every send. As you continue, you should expect the emails drafts to require less and less editing.

### How do I add my signature to replies \[Outlook]?

From Outlook go to:

1. Settings > Account > Signatures
2. Copy your entire signature, included the image, to your clipboard

Now, go to CustomerIQ

1. Login to CustomerIQ
2. Go to settings > my apps: <https://app.getcustomeriq.com/settings/my-apps>
3. Scroll down to email signature and paste in the outlook signature
4. You should see it in the preview

Then save and you're good to go!

### How does the assistant draft replies?

Assistant replies are powered by CustomerIQ's contextual AI engine. As you have meetings, trade emails, and generate tickets, CustomerIQ captures important conversation highlights to use in your workflow. When the assistant goes to draft a reply or meeting follow-up it intelligently references this context to make sure every email is perfectly relevant.

### How can I get CustomerIQ to write in a specific format?

The assistant continues to improve the more you use it, so if you want emails to follow a specific format or style you can simply edit and send emails in that style. As you continue, the assistant should learn enough that you do less and less editing of drafts.

### How do I disable or customize the inbox labels/folders?

At this time you cannot edit or adjust labels; however, you can disable the email categorization feature altogether. Just go to [Settings > My Apps](https://app.getcustomeriq.com/settings/my-apps) and scroll to the email categorization card.

### Can I use CustomerIQ to categorize past emails?

At this time the assistant will only categorize new emails as they arrive in the inbox. If you would like to clean up your entire inbox [send us a note](https://www.getcustomeriq.com/contact/support) and we'll see what we can do.

### What content does the email assistant have access to?

The assistant can access and reference any content in your content library. [Learn more about your content library here](/start-guide/workspace-setup-guide/knowledge-base.md)


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