Email automations
Automatically reply to, draft, assign, star, or close incoming email, and handle Shopify order requests.
Email automations decide what happens when a new email arrives: an AI reply, a draft for review, an assignment, and more. You can also let the AI handle common Shopify order requests.
Open email automations
- Go to AI Assistant > Automation > Email.
- Pick your mailbox in the sidebar.
Owners and members with the Manage connected pages permission can change these settings.
Choose which emails to automate
| Card | Applies to |
|---|---|
| All Emails | Every incoming email |
| Needs Reply | Only emails the AI identifies as needing a reply |
| One card per email Smart Label | Emails with that Smart Label |
Actions on All Emails also apply to the other cards and show there as From all. Turn a card's switch off to pause everything on it.
Add an action
On a card, click Add action and pick one. Changes save as you make them. To remove an action, click the X on it.
| Action | What it does |
|---|---|
| Auto Reply | Sends an AI reply |
| Auto Draft | Writes an AI reply for your team to review in the inbox |
| Mark as Starred | Stars the ticket |
| Assign to team | Assigns the ticket to the teammate you pick |
| Close Ticket | Closes the ticket |
A card can't have both Auto Reply and Auto Draft, and Auto Draft can't be combined with Close Ticket.
Shopify actions
With a Shopify store connected, Smart Label cards also list Shopify actions:
- Cancel & refund order
- Change shipping address
- Refund order
These let the AI act on an order when the customer asks for it. They only take effect alongside Auto Reply or Auto Draft. With Auto Reply, the AI makes the change in Shopify and sends its reply. If the change fails, the reply is saved as a draft instead of being sent. With Auto Draft, the change is suggested on the draft, and a teammate reviews it and clicks Execute.
Good to know
- AI replies and drafts use your knowledge base and AI credits.
- What happens when the AI isn't confident about an email (the Incoming email fallback) and how long it waits before replying are set in Global Settings under AI Assistant > Automation > Email. See Settings for all automations.
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