Viewing and using email AI analysis

If your administrator has configured an AI analysis for incoming emails, you can see the analysis in the Conversation details extension once an email has been received.

By default, the AI analysis shows you the following:

Language
Context
Keywords
Sentiment
Summary
Draft reply
You can copy this draft reply by clicking the button.

Your administrator may have customized the analysis with instructions given to AI.

The AI analysis may take a while to appear. To refresh the view, click the refresh button at the top right .

Note:

AI-generated content may be incorrect.

If you see an Edit AI analysis button, you'll also be able to edit the analysis. This may be useful, for example, in case of inaccuracies in the analysis. If the analysis has been edited, the name of the agent and the timestamp of the edit is shown under the analysis.