When you submit a support question, you have the option to get an instant answer from an AI assistant. This page explains how AI Instant Answers works, what it can and can't do, and what happens to what you enter.
- How it works
- What the AI can and can't help with
- Your query and your privacy
- Prefer to speak with a person?
- Why did I receive a misleading response?
How it works
When you click Try AI Instant Answer, the information you have entered in the support form is sent to an AI assistant powered by Anthropic's Claude to generate a response.
The AI is trained on Fastmail's public help documentation — the same articles available in the Fastmail Help Center. It cannot access your email, your contacts, or your calendar.
What the AI can and can't help with
The AI tool works well for general questions, like how features work or how to set something up.
This tool cannot access your account, so it won't be able to do anything specific to your situation, like looking up a specific billing detail, or reviewing our internal logs to explain a mail delivery issue. If your question is about these specific details, or anything else the AI tool isn't equipped to answer, we'll display a message on the screen suggesting that you submit your query as a support ticket, which you can do on the same page: just complete the CAPTCHA if it appears, then select Create ticket.
The tool cannot process any files attached to the ticket.
AI can make mistakes. Answers may occasionally be inaccurate, incomplete, or not reflect recent changes to Fastmail's features. You can review the Fastmail Help Center to validate information that the AI provides.
If something doesn't seem right, please click Create ticket on the same screen so a member of the Fastmail team can have a look.
Your query and your privacy
The options you select and text you type in the form are sent to Anthropic's Claude to generate a response. For more on how Fastmail handles data in connection with third-party AI services, see our privacy policy.
Since AI Instant Answer doesn't have access to your account, it doesn't need any personal details to answer your questions. Please also avoid including sensitive information like passwords or credit card numbers in your question, just as you would when sending your message to our support team.
Your interaction with AI Instant Answer is available to Fastmail staff to ensure the quality of the information we provide.
Prefer to speak with a person?
The option to create a ticket is always available. We don't require that you to interact with an AI or create barriers to getting in touch with the Fastmail team. Your support tickets always go straight to a human, and you don't have to try the AI first.
If you did try the AI and the answer didn't resolve your question, you can still send a ticket at any time — we're always happy to hear from our customers!.
I received a misleading response
The responses provided by AI Instant Answers are powered by Claude using Generative AI, which can occasionally produce responses that are incorrect or misleading. This is known as "hallucinating" information, and is a result of the limitations of Generative AI models. AI Instant Answers should not be relied upon as a source of truth.
Please use our "Was this helpful?" prompt to indicate you're received information that was not accurate. We will use this information to improve the AI Instant Answers tool.