What is Interactive Email?
We're excited to introduce a new way to handle support emails. Traditionally, Solve Email replies with a one-time AI-generated response. Now, with Interactive Email, you can include a direct link to the Solve Widget chatbot for problems that require multiple back-and-forth conversations with a human agent.
Many customer support questions, such as gathering information to cancel an order or checking payment status, require multiple exchanges. Interactive Email is designed to streamline these interactions. By using Interactive Email, users can quickly resolve their issues without waiting for a support agent's response.
Please note that Interactive Email does not support human handoff to avoid creating duplicate tickets, as most help desks automatically generate a ticket when the email is first received.
Supported Help Desks
- Freshdesk
- Kustomer
- Salesforce
- Zendesk
Get started with Interactive Email
Step 1: Click the Interactive Tab on your Email Workflow page.
Entering this tab allows you to build the Widget workflow just like you would for other Widget workflows. The Interactive Email will reuse all the Configuration settings (e.g., CSAT, Privacy Message, etc.) that you've set for the Solve Widget.
Step 2: Create an Interactive Email Workflow using either Classic or Autoflow.
Step 3: Use Interactive Email End Chat Handoff Action (optional)
This action will immediately end the Interactive Email conversation with the end user. The end user will no longer be able to interact with the interactive email widget and will receive support on their original helpdesk ticket from a support agent.
Note: After the end user encounters the Interactive Email End Chat Handoff Action, Forethought will write the transcript of the Interactive Email conversation to the helpdesk ticket and a “ft-interactive-email-not-deflected" tag will be written on the ticket. The conversation will be marked as "not deflected" in Forethought Analytics.
Step 4: Once you are happy with the Interactive Email Workflow, move to the Response Tab to drop in your Interactive Email Component.
Step 5: Add the Response to your Email Journey.
Test your Workflow
Option 1. Click the preview button to test without leaving the Forethought dashboard.
Option 2. Send a test email to your inbox to test how it appears on your email provider.
Note for Salesforce Users:
Salesforce Helpdesk customers must use version 1.4 or higher of the Salesforce Solve Email package. You can download the package here: Salesforce Solve Email Package.
Additionally, the Interactive Email End Chat Handoff Action behaves differently from other helpdesk actions. When this action is executed, Forethought writes to two fields on the ForethoughtSolveEmailConversation object:
-
Interactive_Email_Deflection_Status: This field is set to "not_deflected". -
Interactive_Email_Transcript: This field stores the transcript of the Interactive Email conversation.
Frequently Ask Questions (FAQs)
Q. When will the Emails be marked as Not-Deflected?
A. Non-Deflection indicates a status where Forethought's AI responses were insufficient and the user requires a human agent to intervene. In the case of Solve Email, there are three ways it can be marked as "not deflected".
- (Applicable when enabling Interactive Email) - When the user is routed to Interactive End Chat Component described in Step 3 above.
- When the user replies back to the auto-generated Solve Email
- When the user clicks the thumbs down button in the lower section of the Solve Email response
If one or more conditions listed above are met, that conversation will be marked as Not-Deflected.
Q. What happens if the users ask questions that are different from initial email inquiry?
A. Interactive Email works like the Widget by routing users to different Intents based on their questions, supporting automatic rerouting. However, to give admins control over accessible Intents, only those marked with an Interactive tag will be available through the Interactive Email chatbot.