Email Robot Assistant (ERA)

ERA is Omniflow’s specialized agent for inbound email. It reads every email that lands in a connected mailbox, classifies the intent, routes to the right team, and (depending on configuration) drafts or sends a reply.

What ERA does

Capability	What it gets you
Intent classification	Each email tagged with a primary intent (`refund`, `account_change`, `complaint`, `other`).
Multi-intent detection	If one email contains intents for two departments, ERA splits and routes appropriately.
Routing	Auto-assign to a team based on intent, language, customer tier.
Drafted reply	Generate a reply for human approval, or auto-send if confidence is above the configured threshold.
Knowledge-grounded answers	Replies retrieve from your knowledge base — not from the model’s pretraining.
Mixed-language detection	Per-paragraph language detection; reply in dominant language or a configured preferred language.
Mark-as-read	Optionally marks the source mailbox as read after processing.

How a single email is processed


Inbound email lands in Gmail / Outlook
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Webhook fires; ERA fetches the message
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1. Detect language (per-paragraph)
2. Classify intent(s)
3. Retrieve relevant knowledge
4. Look up sender in CRM
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Decision:
  - High-confidence single intent + knowledge match → draft reply
  - Multi-intent → split into multiple conversations, route each
  - Low confidence / sensitive → route to human, no draft
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Either:
  (a) Auto-send (if confidence > threshold)
  (b) Draft to agent inbox for approval
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Conversation lands in inbox; QA grader runs on the response

Multi-intent handling

When one email contains, say, both an account-change request and a complaint:

ERA splits the email into per-intent segments.
Each segment becomes a linked conversation routed to its appropriate team.
The original conversation is the parent; the linked conversations show in the parent’s sidebar.
The customer gets one consolidated reply that addresses both.

Misroute correction: from the inbox, a reviewer clicks Reroute on a conversation, picks the right team, and ERA learns from the correction over time (the routing model retrains on a rolling window).

Drafted vs. auto-sent

Configuration	Use when
Always draft, human sends	Regulated industries; high-stakes customer base.
Auto-send above confidence threshold	Mature operations; low-stakes routine email.
Auto-send for specific intents only	Allow auto-send for “order status”, require human for “complaint”.

The confidence threshold is per intent and per language. New tenants ship with conservative defaults; tune up after 30 days of human-approved volume.

Approved-response capture

When a human reviews a draft and adjusts it before sending, the adjusted version is stored as training material. ERA’s response model learns from these on a rolling cycle:

Approved as-is → reinforces the draft pattern.
Adjusted before send → diff feeds back as a preferred phrasing example.
Replaced entirely → flagged as a training signal for the affected intent.

This shows up under ERA → Learning → Approved responses.

Reporting

ERA-specific dashboards under Reports:

Metric	What it shows
Volume by intent	Time series of incoming emails per category.
Auto-send rate	% auto-sent per intent and per language.
Approval / edit / replace rate	How often the human keeps, edits, or replaces ERA’s draft.
Routing accuracy	% routed to the right team on first pass.
AHT impact	Average handling time per email with ERA assist vs without.
Filter by sender	Drill into a specific customer’s email volume and routing.

Agent Handle Time (AHT) tracking with parallel emails

When an agent has multiple emails open simultaneously, AHT is tracked per email — only the focused email accrues active time. Background emails pause their timer until the agent switches focus. This is the right model for back-office email work where an agent works five emails in parallel.

Outlook / Gmail mailbox state

Setting	Default
Mark source as read	Yes after successful processing.
Move to folder	Optional — move to `Processed` after handling.
Leave untouched	Available for read-only / observation mode.

Configured per-mailbox under Settings → Email channels.

Compared to alternatives

Question	Omniflow ERA
vs. Mailytica	ERA is the same RAG-grounded approach with deeper integration into the unified inbox + QA loop.
vs. Native Genesys email	Genesys email is routing-only; ERA adds drafted replies, knowledge grounding, and learning.
vs. plain inbox + AI assist	ERA is automated processing; AI assist is human-in-the-loop. They compose — most teams use both.

Compliance for ERA

Concern	Coverage
PII in email body	Redacted in trace + audit per workspace policy.
Attachments with sensitive data	Configurable: block, quarantine, or allow.
DKIM / SPF / DMARC	Inherits from the connected mailbox; no Omniflow MX records needed.
Bounces	Tracked per email integration; auto-suppress after 3 hard bounces.

Open in Omniflow

If you want to…	Go to
Connect Gmail or Outlook	Email integrations
Tune the response generation	Knowledge-Driven Answers
Set up routing	Routing Rules
Read response quality on a sample	Scorecards