AI Email routing

How to replace manual forwarding of Emails with AI routing

AI Email routing is a part of the Custom plan. Contact Suptask Support to request access. Additional cost might apply.

Suptask built-in AI routing of Emails will automatically route the incoming email to the correct person or team. This automation replaces distribution groups and manual forwarding of emails, as the system learns about the incoming emails and where to route it.

Benefits of AI email routing in Suptask:

• No need for distribution groups and manual forwarding

• AI automatically learns content and routes the email to responsible Agents

• Automatic categorizing of Emails using Forms

• Combine with automation to automatically assign or set priorities

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How it works

1

New email & AI evaluation

When a new email comes in, our built in AI routing engine will evaluate the email and decide to which of the enabled AI email Forms to route the email to.

For example:

Subject: Need help with my credentials

Content:

Hi, I need help to access my account, I have lost the credentials to it, can you help?

2

Routing to Form

Each Form & Inbox is evaluated based on its prompted and categorized description which the AI uses to understand the category and the context.

For example:

Form name: Account issues AI Description: Requests related to any account issues from users, such as lost passwords, locked accounts and any other account related issues.

Form name: Hardware orders AI Description: Requests related to all hardware orders such as laptops, keyboards, screen and phones.

3

Creating new ticket

When the AI have decided where to send the email, a new ticket will be created for that Form and Agents will be notified.

For example, the AI would in this case select the Form Account issues based on the context of it and the email content.

If the AI does not find a suitable Form, it will use the configured fallback Form to create the ticket with.

4

AI learnings

The AI will automatically learn patterns and improve over time based on tickets coming in to the system.

You can configure the AI email to route tickets in a single Inbox, or across the Forms of several Inboxes.

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Requirements

Confirm that you have the email integration set up with the email address of your choice.

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Setup & Configure

Contact your Suptask Integrations Specialist (SIS) to enable the AI email routing and configure it on your account with the Forms of your choice.

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Settings

By default, emails that we cannot match against a Form or Inbox will be routed to a default Form.

You can optionally drop these emails, which can be useful in case you do not wish to create tickets for the emails that cannot be matched.