In this scenario, we automate the processing of incoming emails from GMAIL, determine their category using artificial intelligence, and forward them to operators for further handling. This will help to quickly and efficiently process customer inquiries without the need for intervention at the initial stage.

Example of an implemented scenario

Stages of building the scenario:

Stage 1: Receiving an email through the Action block receive_email_message More details

• The receive_email_message block automatically reads all new emails received in the specified GMAIL mailbox.
• After processing this block, the email text is saved in the email_message variable, and the email subject in the email_subject variable.
• This block should be added at the beginning of the scenario for email processing, as shown in the screenshot.

Stage 2: Categorizing the inquiry topic using the Action fastline_completion

• The fastline_completion block uses artificial intelligence to analyze the email text and determine the best inquiry category.
• The artificial intelligence analyzes the email text (email_message) and its subject (email_subject) and determines which category the inquiry belongs to. For example, it could be a consultation, complaint, or clarification.
• For correct categorization, you need to write a prompt for the AI, as shown in the example below.
• The categorization result is saved in the completion variable.

{
  "model": "gpt-4o",
  "temperature": 0.3,
  "prompt": "You need to categorize customer emails. Based on the provided message '{{email_message}}' and subject '{{email_subject}}', determine the most appropriate topic from the following: consultation, complaint, clarification. Return only one topic without additional explanations.\\\\nImportant: choose only one category. If none of them fit, return 'Other' (other)."
}

Stage 3: Transferring the result to the operator panel using the Action operator_panel__connect_to_operator_with_msg

• The email, along with the determined category, is transferred to the operator panel so that the operator can quickly understand the nature of the inquiry.
• It's important that this category is added to the "Topics" section in the operator panel for correct display. More details here