# Fiona's story Fiona is Head of Operations at Ballpoint Creative Agency in London. When they started scaling up content creator work, managing emails became a problem. Replies were falling behind, and opportunities were getting missed. She started using Fyxer. It learned how she'd been running communications at the agency for three years, and quietly took on the load. **Now her team produces the same volume of work as agencies with 60+ staff**, and she has the headspace to focus on the bigger picture work she was brought in to do. *** {% embed url="" %} *** ### How Fiona did it, and how you can too Fiona mentions training Fyxer on everything she'd already built for the agency over three years. Here are a few specific settings that you can replicate. *** #### **1. Tell Fyxer who you are and how you communicate** Fiona works at a creative agency so her tone, her client relationships, and the way she phrases things matter. Rather than letting Fyxer guess, you can **add custom tone instructions** that tell it exactly how you work: your role, the kind of people you email, your level of formality, and anything you always, or never, say. For example: "I'm the Head of Operations at a creative agency. I email content creators, brand partners, and clients. My tone is warm but direct. I never use jargon. I always sign off with my first name." * Go to [Dashboard](https://app.fyxer.com/) → Drafts → General → Custom tone * Learn more: [**Make your drafts sound more like you**](https://support.fyxer.com/en/articles/11463848-make-your-drafts-sound-more-like-you) *** #### **2. Upload your agency's key documents** Fiona had three years' worth of systems, processes, and context built up. By uploading documents like rate cards, briefs, FAQs, or proposal templates, Fyxer has references when drafting replies, so the answers it writes are actually accurate to your business. * Go to [Dashboard](https://app.fyxer.com/) → Drafts → Custom files * Learn more: [**Upload documents to improve draft accuracy**](https://support.fyxer.com/en/articles/11798528-upload-documents-to-improve-draft-accuracy) {% hint style="info" %} This feature is available on Pro accounts. {% endhint %} *** #### **3. Set rules for how your inbox is organized** If you already have specific senders or emails you want handled a certain way, custom rules let you assign email addresses, domains or subject lines to specific categories. * Go to [Dashboard](https://app.fyxer.com/) → Categorization → Advanced → Custom rules * Learn more: [**Setting up custom rules**](https://support.fyxer.com/en/articles/11523479-setting-up-custom-rules-in-fyxer) *** #### **4. Send drafts, don't skip them** Fyxer learns from your sent mail. The fastest way to speed this up is to review, edit where needed, and send – rather than rewriting from scratch. Every sent draft helps Fyxer get to know your voice a little better. Fiona mentions that Fyxer even improved some of her communications along the way. *** ### **The result for Fiona?** A day back every week. More time on strategy. As Fiona puts it: > "We're able to do the same volume of work, if not more, than some of the really big agencies out there with 60+ members of staff."