Overview
Email automations allow you to streamline your customer support by automatically replying to, assigning, and closing email conversations. This guide will walk you through setting up and customizing these automations to fit your team's workflow.
Prerequisites
You must have an administrator account or a role with email and inbox management permissions.
You need at least one email account connected. If you haven't connected an email account yet, please follow the instructions in our How to connect your email to Brandwise article.
A populated Knowledge Base is required for AI-powered automations to function correctly.
Your account must have sufficient AI credits for automations to run.
How to Configure Email Automations
You can set up automations to apply to all emails or create more specific rules using Smart Labels.
Navigate to the AI Assistant section in your organization settings and click on Settings.
Under the Email Automation section, you will see your connected email accounts.
Expand an email account to configure its automation settings.
Automation Options
You can choose from the following automation options:
No Automation: No automatic actions will be taken.
Auto Draft: The AI will automatically draft a reply for you to review and send.
Auto Reply: The AI will automatically reply to the email.
Auto Reply + Close: The AI will automatically reply to the email and then close the ticket.
Close Ticket: The ticket will be automatically closed.
The "Needs Reply" category is automatically applied to emails that our system identifies as requiring a response. You can create specific automations for these emails to prioritize your team's workload.
Advanced Settings
Low-Confidence Fallback
In the Email Fallback Settings section, you can configure what happens when the AI is not confident about an automatic reply. This only applies if Auto Reply is enabled.
Do nothing: The system will not take any action.
Assign to agent: The conversation will be assigned to a specific agent.
Save as draft: The AI-generated reply will be saved as a draft for your team to review.
Always send: The AI will send the reply regardless of its confidence level.
Auto-Reply Delay
You can add a delay before auto-replies are sent to make interactions feel more natural. You can enable a random delay within a specified range to make conversations flow at a more realistic pace.
Using Smart Labels for Automation
Smart Labels allow you to categorize emails based on their content and apply specific automations. For example, you can create a Smart Label for "Shipping Inquiries" and set up an automation to auto-reply with tracking information.
Go to the Smart Labels section under AI Assistant.
Create a new label and define its criteria.
Return to the Email Automation settings and you can now configure automations specifically for each Smart Label
Assigning Team Members
You can use Smart Labels to automatically assign conversations to the right team members. When configuring a Smart Label, simply select the desired agent from the Assign to dropdown menu.
By automating ticket assignment, you can ensure that the right conversations get to the right people, reducing response times and improving customer satisfaction.
Troubleshooting
Automations not working: Ensure that your Knowledge Base is populated, you have enough AI credits, and you have the correct permissions to manage email automations.
If your organization runs out of AI credits or has a failed payment, all AI features, including email automations, will be paused. You will see a notification to upgrade your plan or update your payment method.