AI Email (AIE) provides human review functionality to address:
Out-of-scope conversations: Allows you to continue conversations that have gone out of the AI email agent’s scope.
Lead in multiple ongoing conversations: Prevents a lead from being in multiple ongoing conversations at the same time.
Relevant inbound emails: Ensures that you catch all relevant inbound emails.
Once a conversation is marked as requiring human review, your AI email agent won’t send a reply but waits for you to act on it.
We suggest that your team completes human review tasks in a timely manner to avoid missing out on any potential qualified leads. Refer to Handle AIE Human Review Tasks.
Out-of-scope conversations
When a conversation does not fit an existing conversation flow, the conversation is marked as needing human review.
Same lead detected in multiple ongoing conversations
When your AI email agent detects a lead in two or more ongoing conversations, all related conversations will be marked as needing human review. This gives you the opportunity to choose how and where to continue the conversation, and prevents your AI email agent from having two or more conversations with the same lead at the same time.
This scenario can occur when a lead copies another colleague (who is also in an active AIE campaign at the same time) into the conversation, resulting in that colleague now involved in two ongoing conversations.
Relevant inbound emails
A large majority of the conversations will be started by your AI email agent through the campaign launch. However, your AI email agent may receive inbound emails from time to time.
Relevant and actionable inbound emails are marked as needing human review.
Unrelated emails are tagged as unsolicited. Refer to AIE Unsolicited Emails.
Set up human review
To assign a team member to be the reviewer, refer to Set the Human Review Owner in AIE.
Locate your human review tasks
You can find the human review tasks by clicking the messages icon at the top right.
Refer to Handle AIE Human Review Tasks.
Automatically forward human review conversations to a Salesforce sales rep
When the AI email agent is unable to handle a conversation with a prospect, CE can automatically forward the conversation to a Salesforce salesperson for follow-up.
Refer to Automatically Forward Human Review Conversations.