Customer Email Responses

Automated Responses to Customer Emails

This workflow is not nearly as complicated as it looks! The process starts by immediately retrieving customer emails as they arrive in the inbox. OpenAI reviews the contents of the email to determine:

Type: Question, Comment, or Complaint
Case Number: Did the customer include one?
Sentiment: Is the tone positive, neutral, or negative?
Severity: For complaints, is the severity high, medium, or low?

If the customer included a case#, Salesforce is checked to see if there is a matching case. The process then breaks into separate paths based on the three possible outcomes - No Case# Included, Case# Matched in Salesforce, Case# Did Not Match in Salesforce.

A short explanation of each branch is listed below.

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Features

This solution is a single large workflow that automatically responds to customer emails and updates Salesforce by creating new cases, updating existing ones, and adding info to a tracking system for management. Due to the size, I've broken it down into four separate parts.

Branch: No Case# Included

Comment: Customer receives an immediate thank‑you reply. The comment is logged in the Salesforce Comment Tracker.

Question: Customer gets an instant reply. If documentation answers the question, it’s included. If not, the reply notes follow‑up is coming and a new Case is created in Salesforce. In both cases, the question and automated response are logged in the Questions Tracker.

Complaint: Customer receives an empathetic reply confirming follow‑up and a new Case is created in Salesforce. The complaint is logged in the Complaints Tracker and, if the severity is high, a Slack escalation is triggered as well.

Branch: Case# Matched in Salesforce

Comment: Customer receives an immediate thank‑you reply. The comment is added to the open Case and logged in the Comment Tracker.

Question: Customer gets an instant reply. If documentation provides the answer, it’s included; otherwise the reply notes follow‑up is coming. In both cases, the question and response are added to the Case and logged in the Questions Tracker.

Complaint: Customer receives an empathetic reply confirming follow‑up and the complaint is added to the Case. The complaint is logged in the Complaints Tracker and, if the severity is high, a Slack escalation is triggered as well.

Branch: Case# not found in Salesforce

Comment: Customer receives an immediate thank‑you reply. The comment is logged in the Salesforce Comment Tracker.

Question: Customer gets an instant reply. If documentation provides the answer, it’s included; otherwise the reply notes follow‑up is coming. In both cases, a new Case is created in Salesforce, and the question plus response are logged in the Questions Tracker.

Complaint: Customer receives an empathetic reply confirming follow‑up and a new Case is created in Salesforce. The complaint is logged in the Complaints Tracker and, if the severity is high, a Slack escalation is triggered as well.