Frequently Asked Questions

The basics

What does the app do?

It reads the email thread on a Salesforce record, generates a reply draft in a tone you choose, and lets you edit it before sending. You always review and send; nothing goes out automatically.

What does it cost?

The app is free — unlimited replies, all tones, unlimited prompt templates, and support, at $0.

You pay your AI provider directly for the API usage, under your own account with them. There is no billing relationship with MDS LLC and no usage cap imposed by the app.

Which Salesforce editions are supported?

Enterprise, Unlimited and Developer, with Lightning Experience enabled.

Does it work in Salesforce Classic?

No. The app is built from Lightning Web Components and requires Lightning Experience.

Does it work on mobile?

Yes — it is Lightning mobile compatible, on record pages in the Salesforce mobile app.

Which objects does it work on?

Any Lightning record page that has email activity. Cases are the primary use case. It can also be placed on a Home or App page, where you supply an Email Message Id manually.

AI providers and keys

Which AI providers are supported?

OpenAI, Anthropic, Google and xAI. You bring your own account and API key for one of them. Azure OpenAI and self-hosted OpenAI-compatible endpoints can also work, since the callout goes through a standard Salesforce Named Credential.

Which models does it use by default?

Your administrator can set any model identifier your provider account can call.

Can I use more than one provider at once?

No. One AI Reply Config record is active at a time, so the whole org uses one provider and model. You can switch at any time by activating a different config record.

Why do I need my own API key? Why not buy AI from you?

The BYOK model means your email content goes from your org straight to a provider you already have a contract with, under your own terms, pricing and data-retention settings. MDS LLC operates no infrastructure in the path, so there is no vendor in the middle to trust, audit or breach.

Where is my API key stored?

In a Salesforce External Credential, encrypted and managed by Salesforce. It is never stored in the package's code or metadata, never logged, and the app cannot read it back — Salesforce injects it into the outbound request. See the Setup Guide.

Does Salesforce Einstein work as a provider?

Not currently.

Data and privacy

What data is sent to the AI provider?

By default, only the message bodies of the email thread and your tone selection.

Four options, all off by default, let an administrator add more context:

Before generating, the component shows a disclosure banner naming exactly what will be sent, based on how your org is configured.

Does MDS LLC see my data?

No. The app runs entirely inside your Salesforce org, and the AI callout goes from your org directly to your provider. MDS LLC operates no servers, APIs or databases for this product and is not a data processor or sub-processor. See the Privacy Policy.

Will my email content be used to train AI models?

That depends on your agreement with your AI provider, not on this app. Most providers exclude API traffic from training by default on paid business tiers — check your provider's data-usage terms and, if needed, their zero-retention options.

Is email content sent to the AI provider when a reply is sent?

No. The provider is used only to write the draft text. Sending is done entirely by Salesforce's native email, and the provider is not involved at send time.

Where are drafts stored?

In your org, as AI Email Reply Draft records. Each holds the tone, the provider and model used, the original AI text, your edited text, and a status of Draft, Saved, Sent or Discarded. They are ordinary Salesforce records, subject to your sharing rules, backup and retention.

Can I delete draft history?

Yes — they are standard custom object records. Delete them manually, or with a scheduled job or data retention tool, like any other object.

Is the app GDPR-compatible?

No personal data is persisted outside your Salesforce org by the app, and MDS LLC receives none. Your obligations for the content you send to your AI provider are governed by your agreement with that provider. See the Privacy Policy.

Has it passed the Salesforce Security Review?

The package is built to Salesforce ISV security requirements — CRUD and FLS enforced, no dynamic SOQL, callouts only through Named Credentials, no external scripts. The Security Policy covers development practices and vulnerability response. For review documentation, contact omorgun@morgunsolutions.com.

Using it

Which tones are available?

Professional, Friendly, Empathetic, Formal, Concise, and Custom — where the user describes the tone in their own words. See the User Guide.

Can I customise how replies are written?

Yes, through prompt templates. Three ship with the package (General, Support, Sales) and administrators can add more. See Prompt templates.

Can it write in languages other than English?

The interface is English. Replies follow the email thread and your prompt template, so the model will usually reply in the thread's language, and you can make that explicit by adding a language instruction to a template. There is no translated UI yet.

Will it invent facts?

It can. The model sees only the email thread — not your orders, billing or account data — so dates, amounts and policy details may be wrong or fabricated. Always read a draft before sending. The User Guide lists what to check.

Can it send replies automatically?

No, by design. A person picks the tone, reviews the draft and clicks send.

Is there a limit on how many replies we can generate?

Not from the app. Your limits are your AI provider's rate limits and credit, plus Salesforce's own callout limits.

Installing and removing

How long does setup take?

About 10 minutes for an administrator who has an API key ready. See the Setup Guide.

Does it change any of our existing data or objects?

No. The package adds its own components, one custom object for drafts, two custom metadata types, permission sets, and Named and External Credentials. It does not modify standard objects or existing data.

What happens if we uninstall?

Uninstall from Setup → Installed Packages. Salesforce removes the package's components. Follow Salesforce's standard prompts about retaining or discarding the package's data if you want to keep draft records. Revoke the API key in your provider's console afterwards.

How do we get support?

Email omorgun@morgunsolutions.com, target response two business days. Troubleshooting lists the details worth including.