AI and Nest contacts

The email side panel

When you open an email conversation, a side panel sits to the right of it. It has three parts:

• Contact – who the sender is in Nest.
• Deal – the Nest deal this conversation is linked to, if any.
• Pulse AI – a summary of the thread or a suggested reply, written by your own AI model.

The panel starts folded up. To open it, select the arrow at its edge, or the Contact Details or Pulse AI icon. Select the arrow again to fold it away.

Note The side panel is only on email conversations, not Messenger. It’s hidden on narrow screens, so use a laptop or desktop-sized window to see it.

Summarise a thread or suggest a reply

1. Open the email conversation in Email.
2. Open the side panel and find Pulse AI.
3. Select Summarize email thread or Suggest reply.
4. Wait while Relay shows Summarizing with your AI model… or Drafting with your AI model….

The answer appears under AI Summary or Suggested reply. Below it, Relay tells you how much of the thread was used, such as Based on 4 messages, and the name of the model that wrote it.

• A summary is a few short sentences: what the thread is about, what each side has asked for or said, and what’s still waiting on a reply.
• A suggested reply answers the latest message you received, written as you. Where it needs a fact the thread doesn’t give, such as a price or a date, it leaves a placeholder in square brackets, like [confirm date], instead of making one up.

Nothing runs until you press a button, and the answer goes when you open another conversation.

Note AI output can be wrong. Relay marks every answer AI-generated. Check it before you rely on it. Read the thread before you act on a summary, and fill in every placeholder before you send a reply.

Use a suggested reply

The suggested reply isn’t sent or put into your reply for you.

1. Select Copy next to the suggested reply.
2. Select Reply on the conversation.
3. Paste the text into the reply window, fill in any [placeholders] and edit it as you need.
4. Select Send.

What the AI reads

• Only the emails in this conversation. Drafts and anything that isn’t an email are left out.
• For long threads, the newest messages up to about 24,000 characters. A very long single message is cut short. When older messages were left out, the line under the answer says so, for example Based on the latest 6 of 9 messages.
• The thread is treated as information, not as instructions, so text inside an email can’t tell the AI what to do.

Your AI key

Pulse writes the summary and reply with your workspace’s own AI connection, the same one Pulse uses everywhere else. Oroe doesn’t supply a model for this.

If your workspace has no AI model connected, you’ll see Your workspace has no AI model connected and a Connect an AI key in Pulse link. Follow it, add your key in Pulse, then come back and press the button again.

Other messages you might see instead of an answer:

• AI for Relay is switched off in your Pulse settings.
• Your AI usage allowance is used up. Try again later.
• This thread has no email text to work from.
• Pulse AI could not answer right now. Try again in a moment., or Pulse AI took too long to answer. Try again.

Good to know You can ask for up to 10 summaries or replies a minute.

See the sender in Nest

When you open the side panel, Relay looks the sender’s email address up in your Nest contacts. You’ll see Looking up … in Nest… while it checks, then one of these:

• A match. The contact’s name, email and phone, and Open in Nest to go to their profile.
• No match. No Nest contact uses followed by the sender’s address, with Add to Nest and Open in Nest (your contact list).
• No access, or Nest can’t be reached. A message saying so. Relay never shows a contact Nest didn’t return.

Relay checks Nest with your own sign-in, so you only see contacts your Nest role lets you see.

Add the sender to Nest

1. With no match showing, select Add to Nest.
2. Check Name, filled in from the email. The Email is the sender’s address and can’t be changed.
3. Enter a Phone number. Nest needs one for every contact.
4. Add a Company if you know it.
5. Select Save to Nest.

The panel shows Added to Nest once Nest has saved the contact. If someone else added them in the meantime, it shows Already in Nest and doesn’t create a second contact.

Note Adding a contact needs a Nest role that can add contacts, and it counts towards your plan’s contact limit. If Nest refuses, the panel shows Nest’s reason.

Link the conversation to a deal

You can link an email conversation to one of the sender’s Nest deals, so the conversation and the deal point at each other.

1. Make sure the sender has a match under Contact. If they don’t, add them to Nest first.
2. Under Deal, select Link to a deal.
3. Pick one of the deals in the list. Relay lists that contact’s own deals, with their stage, status and value.
4. Relay shows the linked deal: its title, contact, stage, pipeline, status and value, with Open in Nest and Unlink.

Each link and unlink is also logged on the contact’s Timeline in Nest, as an email activity titled Email linked to deal: or Email unlinked from deal: followed by the deal’s name. The panel confirms it with Link logged on the contact’s timeline in Nest. If Nest couldn’t log it, you’ll see Linked in Relay, but not logged in Nest: and the reason. The link itself is still saved.

• A conversation links to one deal at a time. To change it, select Unlink, then link the other deal.
• If the deal has been deleted in Nest, or you can no longer see it, the panel says so and offers Unlink.
• If the contact has a lot of deals, the list shows the newest ones and tells you how many there are. Open Nest for the rest.

Note You can only pick deals that belong to the sender’s own contact. Relay can’t search all your deals. Linking needs Edit on Email Channel in Relay, and for the timeline entry your Nest role must be able to edit contacts. See Team and permissions.

Where to go next

• Work the inbox
• Nest with Cue, Tron and Relay
• Troubleshooting and FAQ