Email AI Agent Configuration Guide

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The Email AI Agent empowers support teams to automatically respond to incoming emails using context-aware, article-based answers generated by Gen AI. Before the agent can actively respond to tickets, it must be properly configured. This guide walks you through each configuration step, from defining trigger conditions to setting response languages, customizing templates, and enabling the Email AI Agent for production use.

Enable Email AI Agent

To begin the configuration, follow these steps,

1. Navigate to Admin > Freddy > Self Service > Email AI Agent.
2. Click Configure.
3. When configuring the Email AI Agent for the first time, review the pop-up information and understand the significance of including the freddy_articles and freddy_answers placeholders, then click Let's go.
   

Configure Email AI Agent Components

Configure the following key components of your Email AI Agent to control how and when it responds.

1. Set up trigger conditions
2. Manage languages
3. Edit email response template
4. Set daily limits
    

Set up trigger conditions

Trigger rules determine which tickets the bot is allowed to respond to, serving as the foundation of bot activation logic. The platform auto-populates the first rule with the condition that the ticket status is “Open”, ensuring that only unresolved tickets are considered. Admins can fine-tune trigger logic using the condition builder, incorporating fields such as 

• 'In Tickets/ Contacts/ Companies..'
• 'Subject includes...', 
• 'Group is...', 
• 'Priority is high', and 
• 'Custom field value equals...'. 

Additionally, multiple rules and filters can be combined using AND/OR logic. Admins can also choose to match ANY or ALL of the conditions in the trigger block. 

To handle validations and errors, the system shows red alerts for incomplete conditions, such as missing field values. Inline messages flag any duplicate or contradictory rules. If no valid trigger is defined, you cannot save or enable the Email AI Agent.

Manage languages

Email AI Agent supports multilingual responses, allowing it to automatically reply to customers in their preferred language using localized article content and language-specific templates. Learn how to configure, add, remove, and manage languages under the  AI Agent Response section.

Default Language Selection: 

• Account's Primary language is selected as the default language.
• Admins can customize the language stack via the Manage Languages section.

Add or Remove Languages

1. Click on Manage Languages to select or deselect a language for the Supported Languages list. 
2. The other languages that have been added to your portal will appear in the Available Languages list. 
3. Click Done to save your changes.

Note: If a language is added to your portal later, it appears disabled by default in the Email AI Agent settings. Admins must manually enable it. Any unsaved templates for that language are discarded.

Primary Language Logic

The Email AI Agent uses your account’s primary language as a fallback, only if it’s supported. If the customer’s language isn’t detected or supported, and no fallback is available, the Email AI Agent simply won’t respond.

Handling Language Configuration
Effective language management ensures seamless multilingual support in the Email AI Agent. Below are key considerations and best practices to optimize language settings for your customer communications.

Edit email response template

Templates define how the Email AI Agent structures its replies, including greetings, suggested articles etc. You can fine-tune tone, formatting, and placeholder positioning to align with your brand’s voice.

1. Use the following placeholders powered by Generative AI to craft contextual, personalized responses using your solution articles.
   1. {{freddy_articles}} - compiles relevant solution articles based on the customer's query
   2. {{freddy_answers}} - provides a tailored summary of the answer to the customer's query sourced from relevant solution articles.
      
2. Click the + Placeholder icon to customize your response with other dynamic placeholders related to tickets, ticket fields, the helpdesk, and contacts.
3. Click Save response once done.
4. To restore your last saved response template, click on Discard Changes.
5. If you wish to return your template to the original settings, click the Reset to Default button.

Set daily limits 

Establish a daily cap on the number of conversations the Email AI Agent can handle to manage early rollouts and avoid overuse. Toggle Limit daily responses on, and enter the desired daily response count—for example, 240. When the limit is reached, the system sends an email notification to admins. You can then revisit the settings to increase the limit or disable the Email AI Agent as needed.

Note: The minimum limit is 10, and you'll see an error if the number is less than 10.

Save and enable the Email AI Agent

After configuring all required components, finalize the setup:

• Save: Preserves changes but keeps the Email AI Agent disabled, awaiting further refinement.
• Save & Enable: Activates the Email AI Agent immediately for matching tickets.
• Cancel: Discards unsaved changes and returns to the last saved state.

See More

Once setup is complete:

Proceed to Use and Manage the Email AI Agent for guidance on testing, monitoring, troubleshooting, and using Analytics & Reporting to track effectiveness and tune over time.