Email Agents Setup in Thunai

Email agents in Thunai are intelligent components that automate, manage, and personalize email communications within support and sales workflows. These agents are designed to enhance user engagement, streamline operations, and ensure seamless workflow integration.

Importance of Email Agents

Enhanced User Engagement

Email agents provide consistent, timely, and automated responses, ensuring that users receive appropriate communication without delay. This enhances the overall user experience and promotes better engagement.

Automated Workflow Integration

Email agents are integrated with Thunai’s workflow engine. They can trigger predefined actions based on email content, such as creating tickets, sending notifications, or initiating follow-up tasks.

Data Collection and Action Triggering

Email agents process and extract meaningful data from incoming emails. Similar to voice agents, they can trigger relevant actions in connected systems based on the information contained in the emails.

Key Features

Automated Email Responses

Email agents can respond automatically to common queries, reducing manual effort and improving response time.

Integration with Applications

Thunai’s email agents support integration with platforms such as Gmail, Outlook, Slack, Calendar, and CRM tools. Actions can be triggered within these systems based on email interactions.

Smart Email Routing

Emails can be routed to specific departments or individuals based on predefined rules, ensuring they reach the correct recipient for faster resolution.

Actionable Insights

Agents can analyze email content and provide summarized insights or trigger contextual actions based on identified keywords or patterns.

Customizable Templates

Custom email templates can be used for standardized responses, promoting consistency and efficiency in communication.

Setting Up Email Agents

Creating a Support Agent

1. Access Email Agents

   Navigate to the "Email Agents" section in the side menu and click the "Create" button.

   Enter Agent Details

   • Enter the name of the agent.
   • Select "Support" as the agent type.

2. Define Agent Persona

   Provide configuration for the agent’s tone and behavior.

3. Enter Mail ID Prefix

   Specify the email ID prefix to be used for the agent.

4. Save Agent

   Click "Save" to create the agent. After saving, open the agent and navigate to the workflow section.

   Configure Workflow

   • Select the applications to associate with the agent.
   • Click "Save" again to finalize workflow configuration.

5. Inbox Section

   The inbox section provides a summary view of mailboxes and includes system logs for tracking interactions.

Support Agent Workflow

• A user raises an issue by sending an email.
• The agent creates a corresponding ticket in the designated application and project.
• The agent responds to the user with the ticket details.
• The assigned team processes the ticket according to the configured workflow.

Creating a Sales Agent

1. Access Email Agents

   Navigate to the "Email Agents" section and click the "Create" button.

   Enter Agent Details

   • Enter the name of the agent.
   • Select "Sales" as the agent type.

2. Define Agent Persona

   Configure the agent’s tone, style, and behavior.

3. Enter Mail ID Prefix

   Specify the prefix for the email address.

4. Save Agent

   Click "Save" to create the agent. Then, access the agent and configure the associated workflow.

   Configure Workflow

   • Select the relevant applications.
   • Click "Save" to complete the setup.

5. Inbox Section

   This section displays mailbox summaries and system logs for monitoring communication.

Sales Agent Workflow

• A user sends an inquiry via email regarding a product or service.

• The agent replies with available meeting slots.

  Upon receiving the preferred time, the agent:

  • Confirms the selected slot.
  • Schedules the meeting with the assigned sales representative.
  • Adds the event to the integrated calendar.

  • Sends calendar invites to both the user and the representative.

    If a CRM is connected:

  • For new users: A new contact is created in the CRM.
  • For existing users: The meeting summary is attached to the user’s CRM record.

Summary

Thunai's email agents improve communication efficiency, automate task initiation, and provide a structured approach to handling support and sales interactions. By integrating these agents into your workflow, teams can reduce manual effort, improve response times, and ensure consistent communication across channels.