Frequently asked questions

The Free plan covers everyday support with limits on AI-drafted replies and outbound emails, while incoming messages and teammates stay uncapped. Pro and Premium lift those limits. See the pricing page for the current plans and what each includes.

Learn more: Plans and what counts toward your limits

Yes. You can delete your account from settings any time; all conversations and customers are removed. Exporting your inbox to JSON is available on request during early access and self-serve at launch.

Learn more: Your data: security, storage, and export

Yes. Open Settings → Profile → Identity → Change avatar, pick or take a photo, crop it square, and save — it appears everywhere your name shows up. If you signed in with Google, your Google photo is used by default until you upload your own.

Learn more: Managing your account and profile

Yes. In Settings → Branding, enter your website URL and click Detect brand to pull in your logo and colors automatically, then override individual tokens — backgrounds, button, chat bubble, logo, footer, and font — separately for light and dark modes.

Learn more: Brand your contact form, chat, and help center

Yes. On live chat and the contact form, customers can attach images and small text files like logs or CSVs — up to 3 files, 5 MB each — or paste a screenshot straight from the clipboard. We deliberately accept images and text only (no executables, documents, or archives) and re-encode images on upload, which strips location and device metadata for the sender's privacy. Attachments appear right in the conversation. Customers emailing you can attach files the usual way.

Learn more: How customers reach you: your support channels

In Gmail: Settings → Forwarding and POP/IMAP → add the forwarding address from Settings → Workspace (it looks like [email protected]). Confirm the verification email when it lands in your AcornReply inbox, then turn on the forward rule. In Outlook: Inbox → Rules → forward to the same address. The same address works for any provider that supports forwarding.

Learn more: Moving your existing support inbox to AcornReply

Settings → Members → Invite teammate. Enter their email and send. They get a magic-link invite by email. Everyone joins as a member; promote them to admin from the same Settings → Members page after they accept. Admins manage members, billing, and workspace settings; members focus on the inbox.

Learn more: Invite your team and set roles

Type three or more characters into the search bar at the top of the inbox, or press / from anywhere in the inbox to jump straight to it. Search looks across customer name and email, the message subject, and the body of every message in the thread — not just the most recent one. The active status tab scopes results, so switch to All to search across every status at once.

Learn more: Search and keyboard shortcuts

Three ways: email and password, Google, or a one-time code sent to your email. As long as the same email is used, it's the same account no matter how you sign up. You can set up or change your password any time in Settings → Profile → Password.

Learn more: Managing your account and profile

Open Settings → Notifications, pick a workspace, and choose email, web push, or both — for the events "New and unassigned customer message" and "Snoozed conversation wakes," set independently. Web push is per device, so install the app on your phone and allow notifications there.

Learn more: Notifications: never miss a message

Four ways, all feeding the same inbox: email to your per-workspace support address, a live-chat bubble on your site, a hosted or embeddable contact form, and a developer API. On live chat and the form, customers can also attach a screenshot or a small file. Every reply goes out from your workspace's address, never AcornReply's.

Learn more: How customers reach you: your support channels · Live chat on your website

Every conversation has one assignee or none. Replying claims it for you, and a returning customer's message goes to whoever last helped them. Tap the assignee chip to assign to yourself, a teammate, or unassign; the Mine filter shows just yours. Everyone still sees every conversation.

Learn more: Who's on it? Assignment in a shared inbox

When a customer writes in, AcornReply drafts a reply grounded in the help articles and FAQs in your workspace — and lists exactly which ones it used right under the draft. If it can't find anything relevant, it asks a clarifying question instead of guessing. You always review and send; nothing goes out on its own unless you turn on auto-reply.

Drafting sends the customer's message and the matched knowledge-base snippets to a trusted AI provider. Your conversations are never used to train AI models or shared with anyone else, and they stay scoped to your workspace.

Learn more: How AcornReply drafts replies · Your data: security, storage, and export

During onboarding you pick a reply voice from a small set of built-in styles — friendly, direct, or technical. AcornReply uses that voice, together with your knowledge base, to draft new replies in a consistent tone. You can switch to a different voice any time from Settings → Workspace.

Learn more: Choosing and switching your reply voice

AcornReply has a Free plan plus paid Pro and Premium plans, each a flat monthly price — never per seat or per workspace, so you can add teammates and spin up more workspaces without your bill going up. Free covers everyday support with caps on AI-drafted replies and outbound emails; Pro and Premium lift those caps, and Premium adds branding control like replacing or hiding the "Powered by AcornReply" footer. Incoming messages and teammates are never capped. See the pricing page for current prices.

Learn more: Plans and what counts toward your limits

Saved branding changes don't appear until you Publish them. The contact form and embeds are edge-cached for speed, so visitors keep seeing the old style until you click Publish on the Branding page — which clears the cache for your URLs within a few seconds.

Learn more: Brand your contact form, chat, and help center

Sign-in uses Google SSO or an email magic link. Public contact submissions go through a bot-prevention challenge. Inbound webhook signatures are verified with a shared secret. We don't sell or share customer data.

Learn more: Your data: security, storage, and export

AcornReply is a PWA — open it on your phone and use 'Add to Home Screen' (iOS) or 'Install app' (Android). Once installed it opens full-screen like any other app. Swipe right on a conversation to snooze, swipe left to resolve.

Learn more: Install AcornReply on your phone

Replies are sent from a per-conversation address on your workspace's domain. The display name is whatever you set as 'From display name' in Settings → Workspace, so the customer sees a normal email from your team — not from AcornReply. Replies they send back land in the same conversation automatically.

Learn more: How customers reach you: your support channels

Open is the default work state. Snoozed hides a conversation until a chosen time or until the customer replies — either event auto-reopens it. Resolved locks the thread so you stop seeing it, and you can reopen it any time; an inbound reply reopens it automatically too.

Learn more: Open, snoozed, and resolved: managing your queue

Your inbox keeps working. We remember every slug a workspace has used, so the old inbound forwarding address and the old hosted contact URL keep routing to the same inbox. Update your forwarding rules whenever it suits you.

Learn more: Moving your existing support inbox to AcornReply

You name your workspace and pick a slug — that slug becomes both your inbound forwarding address and your hosted contact URL. Then you pick a reply voice. Then you're in the inbox. Teammates invited after this skip the create step and land straight in the inbox.

You can rewrite it directly in the textarea, regenerate a fresh draft, or discard it and type from scratch. Nothing sends until you press Send — unless you've turned on auto-reply, which is off by default.

Learn more: How AcornReply drafts replies

AcornReply is a support inbox for small teams who still answer their own customer email. AI drafts a reply from your knowledge base and chosen voice, and by default a human reviews and sends every one — nothing goes out on its own. Prefer more automation? You can turn on auto-reply or article suggestions in Settings → AI assist; it's off by default.

Learn more: Set up AcornReply in 10 minutes · Let the AI reply on its own

Admins manage billing, members, and workspace settings — name, voice, embed snippets. Members focus on the inbox: read conversations, edit drafts, send replies. Both roles see every conversation in the workspaces they belong to.

Learn more: Invite your team and set roles

An organization owns billing and members — usually one per company. A workspace is a single inbox inside that organization; teams running multiple brands or products can spin up more than one. Every customer thread in a workspace is a conversation, and each email or form submission inside it is a message.

Learn more: Organizations and workspaces: running one inbox or many

On Postgres in the US. Each workspace's data is row-isolated and queries are scoped by workspace ID — there is no cross-tenant access path.

Learn more: Your data: security, storage, and export

It depends on assignment. An assigned conversation notifies only its assignee; an unassigned one notifies everyone subscribed to new-message alerts — until someone replies or picks it up, after which future messages go just to that person. Snoozed wake-ups always go to the assignee.

Learn more: Notifications: never miss a message · Who's on it? Assignment in a shared inbox

To protect your privacy, the "Show original email" view never auto-loads images linked from the internet — many are invisible tracking pixels that would tell the sender you opened the message. Linked images appear as an "Image hidden for privacy" placeholder with an open link, so you can view a specific one in a new tab when you need to. Images embedded directly in the email still display normally.