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Solve Email Autoflows (Beta) Guide

Email Autoflows is an enhancement to the standard Solve Email that enables multi-turn conversations with your end users. This new feature goes beyond single-response handling to provide ongoing support until resolution, which improves end user experience and deflection rates. This feature is available to all Solve Email customers.

Key Benefits of Email Autoflows

  • Continuous Support. Email Autoflows can handle conversations continuously until the user's issue is resolved.
  • Faster Responses. Provides quicker responses using AI.
  • Streamlined Responses. Similar to Solve Widget, it can use Autoflow policies to optimize interactions between AI agent and end users.
  • Automated Tasks. Automates routine tasks, such as requesting tracking numbers for order status checks.
  • Customizable Fallbacks. Allows customization for cases where your AI agents can't resolve issues immediately.

How Email Autoflows Works

Solve Email only responds once without Autoflows. However, with Email Autoflows, the AI will continue to reply to the conversation and take action based on policy until a predetermined condition is met.

Scenarios Email Autoflows response Deflection Status
Customer acknowledges the problem has been solved. No further action Deflected
An agent intercepts the email thread by responding to the ticket. No further action Non-Deflected
Autoflows can’t provide an appropriate response based on its policy.  In this case, it triggers the Fallback workflow to ensure that customers can wait patiently for a human agent to respond. Non-Deflected
The customer provides negative feedback on any of the auto-generated responses (e.g. clicking the 👎 button, stating "I hate this feedback", or requesting to connect with someone else) Triggers Fallback Workflow Non-Deflected

Flow of Conversation Between End User and Email Autoflows

  1. The conversation begins when an end-user sends an email.
  2. Email Autoflows analyzes the end user’s email and identifies what the end user needs (intent).
  3. Then, it will respond based on the Autoflow policy attached to the matching Intent until the end user’s inquiry is resolved. Email Autoflows may also do the following:
      • Ask the end user for more information if needed
      • Execute API actions based on the Autoflow policy
      • Fetch relevant articles and paraphrase them in responses

What happens when Fallback is triggered:

When routed to Fallback, our AI performs the following actions:

  • Marks the conversation as “not deflected”. Once the conversation is marked as “not deflected”, no further automated responses will be attempted.
  • Tags the ticket with ft-email-fallback-response-sent or ft-email-fallback-response-not-sent, depending on how the workflow is configured.

Current Limitations

  • Email Autoflows is currently available for Zendesk. Additional Help Desks to be supported soon.
  • Intent switching is not yet available. If a user has a follow-up question for a different topic, they will be routed to the Fallback workflow.

Setup Requirements

To enable Email Autoflows for your organization, do the following:

In Zendesk: 

  1. Verify your Zendesk Webhook Configuration
    Ensure that latest_ticket_comment and latest_ticket_comment_author_email are sent in the webhook event. To verify this:
      • Go to your Zendesk instance.
      • Navigate to Triggers > Trigger for Forethought Solve Email Webhook.  

The webhook should have these fields:

{"ticket_id": {{ticket.id}}, "latest_ticket_comment": "{{ticket.latest_public_comment}}", "latest_ticket_comment_author_email": "{{current_user.email}}"}

In Forethought dashboard:

  1. Go to Solve > Workflow Builder > Email.
  2. Select a workflow. 
  3. At the upper right side, click Response.
  4. Click the toggle at the top of the email template to enable Autoflows.


  5. Click Create Autoflow Policy.


  6. Configure the Autoflow policy.
  7. To test if your Email Autoflows is working properly, go to the Journey tab and click Send Test Email.

    Note: This will create test tickets in your help desk.



  8. Configure your Fallback workflow preferences. To do this, follow the steps below:
    • Go to Solve > Workflow Builder > Email > Fallback.
    • Click the Journey tab to customize the Fallback workflow.

Testing Fallback Workflow

To test your Fallback workflow, follow these steps:

  1. Go to the Journey tab and click Send Test Email.
    test email.png
  2. Use the Send Test Email to test various conversation scenarios.

    Note: This will create test tickets in your help desk.

  3. Test fallback behavior by replying with “I want to speak to an agent”.
  4. Customize agent handoff processes.
    • Configure your help desk to handle the tags ft-email-fallback-response-sent and ft-email-fallback-response-not-sent.
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