Automation created for categorizing and quickly responding to customer emails. The client faced issues with a high volume of emails containing simple questions, and the Q&A section on their website didn’t resolve the problem. We implemented an automation system that categorizes emails based on their content. The automation does not send emails automatically; each email must be approved by an employee from the relevant department before being sent.
The automation sends a message to the selected communication platform (in this case, RocketChat) with a summary of the email, the proposed response, and a prompt asking whether to send it.
When a department employee clicks the “Yes” button, a webhook is sent to the second workflow, which then sends the response to the client.