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Creating Your First Workflow

Step 1: Create your Email Persona

The Email Persona page enables users to set up their email assistants.

Step 2: Create a Workflow

The Workflows page allows users to automate email workflows.

Step 3: Review Conversations

The Conversations page provides a centralized view of email threads.

Step 4: Review Statistics

The Statistics page provides insights into workflow performance.

Email Personas

Add Persona

  1. Click "Add Persona"
  1. Assign a name and role (e.g., Sales, Support).
  1. Authenticate via Single Sign-On (SSO) for Gmail/Outlook.
  1. Select an email address or an alias.
  1. Save the persona.

Persona Management

  • Edit or delete existing personas.
  • Personas linked to active workflow cannot be deleted

Workflows

Step 1 - New Workflow

  • Start by selecting "Create Workflow".
  • Fill in the workflow details, like the workflow name, manager details, and an optional calendar link.

Step 2 - Customize Email Personas

  • Choose an Email Persona.
  • Decide if the response should be sent directly or create a draft.

Advanced Settings

Set the Response Tone

Examples:

  1. Australian Casual Tone: Use friendly and casual language, incorporating local Australian slang and terminologies where appropriate, but not excessively. Example: If a customer emails about a delayed shipment, respond with, "G'day, mate! Sorry about the holdup. We're onto it and will get it sorted for you soon. Cheers for your patience."
  1. Deescalate Angry Customers: Acknowledge the customer's frustration and provide a clear next step. Example: "We understand your concerns. We are escalating this to our senior support agent for immediate attention. You will hear back within 24 hours."
Set the Smart Filters rules

Rules to filter irrelevant emails based on pre-set criteria to determine whether an email requires a response or should be ignored.

Examples:

  1. "Do not respond to emails that do not require attention, such as marketing promotions or spam."
  1. "Do not respond to emails from company X as that is your colleague taking over the conversation"
  1. "If the customer is very aggravated, do not engage, someone will take over"
Set the Intelligent Routing rules

Routing and escalation instructions to determine how to handle emails that require further action. The Orchestrator can choose to include, defer, handoff or deflect emails based on the context and your instructions:

  • Include: Respond to the sender, but include others in the reply in the CC
  • Examples:
  • If the email is an escalation, include the CEO, John Doe (john.doe@email.com) and the COO, Jane Doe (jane.doe@email.com) in the CC of the response to the sender as they need to be included in the conversation.
  • If the email is asking for some technical information, include Jack Frost (jack.frost@email.com) in the CC of the response and ask him to provide the necessary support.
  • Defer: Reply & ask the sender to email someone else for additional support or specific information.
  • Examples:
  • If the email is asking about detailed pricing, ask the sender to write to sales@company.com.
  • Handoff: Forward the email to another person to take over the conversation.
  • Examples:
  • If the email is a customer complaint and the person is aggravated, forward it to senior_support@company.com for a personalized follow-up.
  • Deflect: Direct the sender to visit a webpage or submit a ticket if they have not done so already.
  • Examples:
  • If the sender has not logged an issue, ask them to visit http://support.company.com and submit a support ticket.
  • If the inquiry is a common problem, like how to set up an account, or how to cancel a subscription, ask the sender to visit the FAQ page at http://faq.company.com for answers.

Step 3 - Set up Knowledge

  • Use documents to ground the response of your Email Persona. You can either:
  • Create knowledge folders and upload the required documents.
  • Or simply reuse existing folders and files.

Step 4 - Set up Notifications

  • [Optional] Choose to CC or BCC any responses Eloquens is sending out.
  • [Optional] Set up email(s) for drafts creation notifications to be sent to.

Step 5 - Review, Create and Go!

  • Review the workflow details and click "Create" to set it up.
  • Move the slider of your workflow in Workflows to the right to turn it on!

Conversations

Select a workflow to view conversation of that workflow.

Conversations

  • Displays conversations managed by Eloquens AI.
  • Search conversations by participants and subject of the threads.
  • Select on a conversation will show email thread.
  • View the reasoning of your Email Persona under each new message.

Draft Review

  • Conversations with drafts will have an alert icon.
  • Select a conversation with an alert and look for the draft.
  • Review and edit drafts generated by Eloquens.
  • Regenerate the drafts with additional instructions (e.g. condense, elaborate, additional information)
  • Send the draft.

Translation

  • Translate messages in a thread to a preferred language.
  • Toggle between original and translated views.

Statistics