Customer Response Emails

Documentation Index

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Use this file to discover all available pages before exploring further.

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Why Automate This?

• Reduce average response time from 4 hours to under 30 minutes
• Ensure 100% consistent brand voice and formatting
• Automatically include relevant context from customer history
• Free up 3-4 hours per support person per day
• Improve customer satisfaction scores

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What You’ll Build

1. Monitors your inbox for new customer inquiries
2. Categorizes emails by type (support, sales, billing, etc.)
3. Pulls customer history and context from your CRM
4. Drafts professional responses using your brand voice
5. Sends automatically or queues for your review
6. Logs all interactions back to your CRM

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Before You Start

• Email connection - Connect Gmail or Outlook. Connect connection
• CRM access (recommended) - For customer context and history. Set up logins
• Email templates (optional) - Upload to Files for consistent formatting
• FAQ/Documentation (optional) - For the assignment to reference when answering questions

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Step 1: Create Your Assignment

1. Click ”+ Create Assignment” from your dashboard
2. Select “Use Assignment Builder” (recommended for this tutorial)

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Step 2: Describe Your Workflow

Monitor the support@company.com inbox for new customer emails.

For each new email:
1. Extract customer name, email address, company name, and message content
2. Look up the customer in our CRM to get account history and previous interactions
3. Categorize the inquiry as: Support request, Sales inquiry, Billing question, General feedback, or Complaint

For Support requests and General feedback:
- Draft a helpful response using information from our files
- Use a professional but friendly tone
- Include relevant documentation links
- Send automatically

For Sales inquiries:
- Draft a response and forward to sales team
- Include customer's account details and history

For Billing questions:
- Draft a response with account status
- If it involves refunds or credits over $100, queue for my review before sending

For Complaints:
- Draft an empathetic response acknowledging their concern
- Always queue for my review before sending
- Flag as high priority in CRM

After sending any email:
- Log the interaction in CRM with summary and resolution
- Set follow-up reminder if no response in 48 hours

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Step 3: Review Generated SOP

• Email categorization logic matches your needs
• Approval rules align with your policies
• Tone and style guidelines are captured

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Step 4: Add Files Resources

1. Go to Assignment Settings > Files
2. Upload your FAQ documents, product guides, and email templates
3. These will be used to craft accurate, helpful responses

• Product FAQ document
• Troubleshooting guides
• Email signature template
• Refund/return policy
• Brand voice guidelines

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Step 5: Configure Connections

1. Email - Connect the inbox to monitor (Gmail or Outlook)
2. CRM - Connect Salesforce, HubSpot, or your CRM system
3. Slack (optional) - For notifications when emails need review

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Step 6: Set Up Human-in-the-Loop

1. Go to Assignment Settings > Approvals
2. Enable “Review before sending” for:
   • Complaints
   • Billing issues over $100
   • Any email you want to personally review

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Step 7: Test Your Assignment

1. Send a support question from a test account
2. Send a billing inquiry
3. Send a complaint
4. Verify responses are appropriate and routed correctly

• Is the tone professional and friendly?
• Did it pull correct customer context from CRM?
• Did complaints get queued for review?
• Were interactions logged to CRM?

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Step 8: Enable Continuous Monitoring

1. Go to Assignment Settings > Schedule
2. Select “Continuous” for real-time responses
3. Save settings

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Expected Results

• Fast, professional responses (under 30 minutes)
• Consistent formatting and brand voice
• Relevant links to documentation
• Personalized with their account details

• Complaints and sensitive issues queued for review
• Draft emails ready for your approval
• Significant time savings on routine responses

• All interactions logged automatically
• Follow-up reminders set
• Complete customer communication history

• Categorization accuracy metrics
• Response time tracking
• Review queue for pending approvals

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Troubleshooting

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Emails not being detected

• Inbox connection: Re-authorize email connection
• Folder monitoring: Ensure assignment is watching the correct folder (Inbox, not a subfolder)
• Filters: Check if emails are being auto-filtered before assignment sees them

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Wrong categorization

• Refine SOP: Add more specific keywords for each category
• Add examples: Include sample emails for each type in your SOP
• Use Learning: Mark correct categorizations to improve over time

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Customer not found in CRM

• Email matching: CRM may have different email than the one they’re writing from
• Company domain: Try matching by company domain instead of exact email
• Create new contact: Add instruction to create CRM contact if not found

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Tone doesn’t match brand

• Upload guidelines: Add brand voice document to Files
• Provide examples: Include sample responses showing desired tone
• Refine SOP: Be more specific about tone (e.g., “friendly but professional, never use slang”)

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Responses missing context

• CRM fields: Ensure assignment has access to relevant CRM fields
• Files: Upload more comprehensive documentation
• Previous emails: Enable access to email thread history

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Take It Further

Analyze the customer's email sentiment (positive, neutral, negative, angry).
If sentiment is "angry", immediately escalate to senior support.
Adjust response tone based on sentiment—more empathetic for negative, more enthusiastic for positive.

For technical issues, check if customer has premium support.
If premium, route to senior technical team and CC their account manager.
If standard, add to regular support queue.
Include customer's subscription tier in all internal communications.

If the question matches one of our top 10 FAQs with 90%+ confidence:
- Send the pre-approved response immediately
- Log as "Auto-resolved" in CRM
Otherwise, draft a custom response for review.

Detect the language of incoming emails.
If not English, translate the email for my review.
Draft response in the customer's language.
Note the original language in CRM.

• Account Manager: “Always use a warm, conversational tone. Include my direct phone number in the signature. CC me on all customer correspondence.”
• Technical Support: “Keep responses concise and technical. Include links to our documentation. Don’t CC me unless it’s urgent.”

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Related Resources

• Human-in-the-Loop - Configure review workflows for sensitive emails
• Assignment Memory - Personalize communication style per team member
• Files - Upload FAQs and email templates
• Learning Feature - Improve categorization accuracy over time