---
# System prepended metadata

title: Email automation

---

---
title: AI-powered Email Automation 
sidebar_label : Email automation 
---

:::Note
Email automation is a gated feature. Reach out to the support team to enable it for your bot.
:::

## Overview 

Email automation streamlines communication by automatically handling customer emails. Utilizing this virtual assistant, businesses can efficiently manage repetitive tasks, ensuring timely and effective email interactions.


### Features 

The key features of email automation include:

| Feature | Description |
| --- | --- |
| Handling complex and unstructured emails | Effortlessly manage a variety of customer emails, including complex and unstructured messages. Our solution intelligently comprehends even the most intricate content, ensuring quick and accurate responses for every customer. |
| Automation workflows | Tailor workflows to align with your business needs. Our email bot selects the appropriate flow based on user inquiries, executing the necessary actions seamlessly. |
| Knowledge base responses | Retrieve responses effortlessly from documents or other knowledge base resources, saving valuable time for agents who would otherwise spend it searching through extensive knowledge bases. |
| Personalized responses | Deliver personalized responses that understand customer emotions, ensuring a satisfying and human-like interaction beyond typical automated replies. |
| Automation assistant for agents | Empower your support team by automating response crafting, freeing up their time for more meaningful customer interactions. |
| Continuous learning | Leverage our Continuous Learning Language Model (LLM) to analyze email exchanges, identify false positives, and trigger a retraining process. Aim for an outstanding accuracy rate of 99%. |
| Multi-lingual support | Connect with your customers effortlessly, regardless of their location. Our solution dismantles language barriers, ensuring smooth and effective communication. |
| Works with top email providers | Easily integrate with your existing email systems. No headaches, just a smooth integration with popular email providers. |
| Advanced analytics | Measure key metrics such as response times, resolution rates, customer satisfaction scores, and the impact of automated workflows. Make informed decisions to enhance overall customer experience. |


### Use cases

Explore the practical applications of email automation for your business in the following scenarios:

| Use case | Key problem | Current alternative |
| --- | --- | --- |
| Addressing frequently reported issues efficiently | Agents spending excessive time on common queries | Manual responses to frequently asked questions |
| Providing quick and relevant responses to customers | Delays and decreased customer satisfaction due to manual processes | Onboarding more agents to manage the increased email volume |
| Handling lengthy and unstructured customer emails | Time-consuming manual interpretation leading to delays | Onboarding more agents to manually address the growing email volume |
| Personalizing email support experiences | Significant manual effort causing a rise in response times | Manual crafting of responses based on general customer information |
| Improving access to information for agents | Challenges in accessing necessary information for user queries | Agents frequently switching tabs and consulting peers for answers |



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## Email automation workflow

> **Prerequisite**: Your business email ID must be set up in the yellow.ai platform to receive customer emails and automatically respond to them. 


Following is a summary of the email automation process: 

![image](https://imgur.com/B3qCGGv.png)

1. **Initial email processing**: Upon receipt of a customer query via email, the Yellow.ai platform takes charge of processing the incoming mail from our inbox.
2. **Intent and entity analysis**: The platform meticulously analyzes the email content to identify key intents and entities, laying the foundation for a targeted response.
3. **Dynamic response generation**:
    - **Flow execution**: The platform dynamically executes predefined flows based on the identified intents and entities, ensuring a tailored approach to customer needs.
    - **FAQ and document integration**: In cases where specific intents or entities don't trigger predefined flows, the system intelligently retrieves responses from our FAQs or uploaded documents.
    - **Thread contextualization**: If the email query is part of an existing thread, the platform intelligently parses the previous conversation to provide contextually relevant responses.
4. **Summarized response generation**: The system consolidates the generated responses and formulates a succinct and coherent output.
5. **Outgoing email response**: The finalized response is formatted and dispatched as an outgoing email to the customer's provided email address.
6. **Human support intervention**: In scenarios where the Yellow.ai platform fails to generate a response, the system seamlessly escalates the query to a human support agent for manual intervention and resolution.

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## Steps to set up email automation 

To set up email automation for your email ID, follow these steps:

1. Log in to cloud.yellow.ai and create a bot.
2. **Configure email channel**: 
    - Navigate to **Channels** > **Email** and click on **Add account**. 
    - Under **Configure objective**, select **Email automation** to enable the configuration of your email ID for email automation. 
    - Provide necessary details. 
    - Click **Save**. 

> Refer to [this guide](https://docs.yellow.ai/docs/platform_concepts/channelConfiguration/email-outbound), to understand email channel configuration.

2. [**Design your bot**](https://docs.yellow.ai/docs/platform_concepts/Getting%20Started/createfirstbot): Customize flows, intents, entities, FAQs, and documents based on your use case to ensure the bot generates responses to customer queries received via email. 

> While creating flows, note that only **Text** and **Action** nodes are supported. 

3. **Test the output**: Once the email is configured, the bot automatically generates responses to any emails received on the configured email ID. Send a test email (initiate a conversation based on the input given to your bot) to test the automated output.
4. **Debug your flow**: Analyze the conversation by looking at it on Studio > Analyze > Conversation logs. Based on the conversation taking place, fine-tune the bot's ability to comprehend emails and generate accurate responses.

> Learn more about Conversation logs [here](https://docs.yellow.ai/docs/platform_concepts/studio/analyze/chat-logs). 