Automated Email response
in progress
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Hans Lange
It would be a great feature if we can have a trigger "Inbound Email Received " and that the AI or Chat GPT can reply to the email directly or after approval.
Alternatively that the automation send the new email to an AI agent which then can read and answer the email, send the answer back to the workflow and then generate an email in response.
Can you imagine the use cases? How much time that will save businesses if it works properly?
Team, go for it!
Or if you have any idea how to solve this use case, please contact me!!!
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Brian Del Terzo
It's in progress because it was suggested in June of 2023. Please don't forget to search for other ideas before posting new ones... it will help us get to these goals faster. Fortunately, this one was already making progress. But if you have any other great ideas. Search the forum first to upvote and comment on already existing posts.
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Abhishek Kumar
Brian Del Terzo next quarter . do you need the answer in .a specific format
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Brian Del Terzo
Abhishek Kumar I responded to your question to you in your question to Hans, which you've probably seen but just in case:
In terms of format, I imagine the email replies to follow a natural, conversational email style, similar to how a real person would respond. The subject would already carry over from the original email thread, so there’s no need to generate a new one.
The reply should include a short greeting, a friendly and relevant response written in paragraph form, and a simple closing, not the short text-style messages used for SMS or social channels.
If the AI doesn’t have a confident or complete answer in its knowledge base, it should still acknowledge the message and confirm that it’s being reviewed by a team member for the best possible response.
Ideally, any AI-generated email replies would copy (CC) the contact owner so they can stay informed and jump in if needed. Since the email thread would already appear in the activity log, this would give the team real-time visibility without creating extra work.
Example format:
Hi John,
Thanks for reaching out! I’d be happy to help with that. Could you please confirm a few details so I can get the right info to you?
Best regards,
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Abhishek Kumar
Brian Del Terzo thanks
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Abhishek Kumar
in progress
It is in progress Hans Lange do you have a particular format of email in mind .
Or it should be same response format as that of current supported channels.
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Hans Lange
Abhishek Kumar That is a good question. What exactly do you mean by what format? As the recipient the AI or automation should be able to read the content of any email. To send I guess the formats we use now would be fine. I can think of use of templates, but that is not the top urgent one. Attachment at one stage would be fantastic (wow that would be great ."Send attachment if detect X in the email")
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Brian Del Terzo
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Brian Del Terzo
Abhishek Kumar In terms of format, I imagine the email replies to follow a natural, conversational email style, similar to how a real person would respond. The subject would already carry over from the original email thread, so there’s no need to generate a new one.
The reply should include a short greeting, a friendly and relevant response written in paragraph form, and a simple closing, not the short text-style messages used for SMS or social channels.
If the AI doesn’t have a confident or complete answer in its knowledge base, it should still acknowledge the message and confirm that it’s being reviewed by a team member for the best possible response.
Ideally, any AI-generated email replies would copy (CC) the contact owner so they can stay informed and jump in if needed. Since the email thread would already appear in the activity log, this would give the team real-time visibility without creating extra work.
Example format:
Hi John,
Thanks for reaching out! I’d be happy to help with that. Could you please confirm a few details so I can get the right info to you?
Best regards,