Configure automatic response to new inbound email requests

Admins can set up users with the auto-response AI Agent feature so they can use automatic responses to inbound emails.

The AI-powered Service Inbound Email Message Handler Agent automatically processes new incoming customer emails and responds with relevant knowledge articles before a service request is created. This AI agent identifies frequently asked questions to provide an immediate email reply to the customer. The AI Agent searches publicly available knowledge articles using the information in the email subject and body to generate an auto response suggesting possible action. If the customer response indicates the suggested solution resolved their issue, the AI Agent won't create a service request. If the customer response indicates further help is needed, the AI Agent creates a new service request using information from the initial email. If the customer didn't provide a followup reply, the AI Agent creates a new service request with the initial email after one hour of time has passed.

Note: To wait longer to create the new service request, configure the Ora_svc_inbound_msg_user_feedback_wait_period profile option with the time you want. The default values is one (1) hour and the maximum time period is 24 hours.

Here's how you enable the AI agent:

1. In Setup and Maintenance, select the All Tasks icon, then select Search.
2. Search and select Manage Administrator Profile Values.
3. Query for ORA_SVC_EMAIL_AI_AGENT_ENABLED profile option, then set to profile level to Site, and profile value to Yes.

For new incoming emails, to check if the Sender email address matches the pattern set in the profile option ORA_SVC_EMAIL_AI_AGENT_DEFLECTION_PATTERN. If it matches the pattern, then check if profile option ORA_SVC_EMAIL_AI_AGENT_ENABLED is set to Yes.