How can I identify emails that require a response, but my reps didn’t reply to?

EmailAnalytics integrates with OpenAI (the makers of ChatGPT) to help you get more insights from your metrics. One of the most-requested features from our customers is a way to answer this question:

How can I identify emails that require a response, but my reps didn’t reply to?

With our AI Insights module (her name is Emali, pronounced like “Emily”), you can do this!

Step 1.

Click the AI Insights page in the left navigation.

On the AI Insights page, you’ll see emails sorted into rows within a table, with the following columns:

• Sender: This is the sender of the email.
• Recipient: This is the recipient of the email. If there are multiple recipients, they will be listed here as well.
• Date/Time: This is the timestamp of when the email was received.
• Response Date/Time: This is the timestamp of when a reply (if any) was sent to the email. If the field is blank, then no reply was sent.
• Email Subject: This is the subject line of the email.
• Recipient Response Time: The amount of time it took (in work hours) to reply to the email. If it says “No Response” then a reply was not sent to the email.
• Read/Unread: This will either say “Read” or “Unread”, indicating the current status of the message within the inbox. Read messages will be marked as “Read” while unread messages will be marked as “Unread.”
• Requires Response?: (Note: This option only becomes available after completing Step 2, below). This column contains a button that can be clicked to analyze whether the email requires a response. Clicking this button will cause our system to access and scan the body content of the message, send it via encrypted API connection to OpenAI for AI analysis, then retrieve the results of the analysis and display “Yes” or “No.” “Yes” indicates that OpenAI believes a response to the email is required, whereas “No” indicates the opposite. You can hover your mouse over the result to see an explanation of how OpenAI came to its conclusion.

Step 2.

Click the “Activate AI Insights” button.

You may be required to accept new scopes (which requires a logout/login) to enable permissions for our system to access body content of your emails. Follow the on-screen prompts to proceed if so, and after you have granted the necessary permissions, you will be returned to the AI Insights page.

The new functionality will now be enabled for you!

Requires Response?: This column now contains a button that can be clicked to analyze whether the email requires a response. Clicking this button will cause our system to access and scan the body content of the message, send it via encrypted API connection to OpenAI for AI analysis, then retrieve the results of the analysis and display “Yes” or “No.” “Yes” indicates that OpenAI believes a response to the email is required, whereas “No” indicates the opposite. You can hover your mouse over the result to see an explanation of how OpenAI came to its conclusion.

Step 3.

Click The “AI: Analyze” button next to any message to scan the message and retrieve the result.

Step 4.

You can sort this column in alphabetical order to find all the emails that have a “Yes” in this column, indicating a reply is required. Look for emails where a response is required but no response has yet been sent!

FAQ:

What are credits?

Using OpenAI’s API costs us money. We start by giving you 100 free AI scan credits so you can try out and use the functionality, but after you expend those credits you’ll need to purchase more to continue using AI Insights.

One credit equals one scanned email, and corresponding result (“Yes” or “No”).

How do I buy more credits?

Go to the billing page and click the “AI Subscription” tab to purchase packages of credits. You can purchase credits in bulk to get bigger bulk discounts.

Who can use my credits?

Your credits are shared among all team members within your account. Any team member with sufficient permissions can use them to conduct AI scans.

How I grant permission to my team members to scan their own emails?

The following permissions enable AI scanning:

• Owner: Can conduct AI scans on all email accounts.
• Team Management: Can conduct AI scans on all email accounts.
• Teams (View Stats Only): Can conduct AI scans on all email accounts to which they have been granted access.
• AI Insights (Scan emails): Can conduct AI scans on only their own emails.

To grant permissions to your users, go to the “Team Management” page, then click the gear icon next to the user’s name, then click “Manager Roles.” Then, select the permission you want to grant, and click “Close (Save).”

If I don’t grant permission to scan emails to my team members, but I scan their emails, will they be able to see the result of the scan?

Yes. Scanning an email creates a result of the scan (“Yes” or “No”) which is visible to your team members as long as they are able to access the emails that were scanned within the AI insights page.

Can I block AI from scanning emails from certain recipients?

Yes, you can do this using the “AI Ignore List.” Email addresses in this list will not be scanned nor scannable by AI.

To access it this table, go to Settings / AI Management, then click the “+Add” button to add email addresses to the list.

Alternatively, you can add email addresses to the list from the “AI Insights” page. To do so, click the gear icon to the right of any email, then click the option that says “Always Ignore from this sender.” Note that email addresses added to the Ignore list in this way will also be added to the “SLA Ignore List” table, which will prevent all future emails from those email addresses from displaying in the table.

What happens to the body content of my email after the AI analysis is complete?

We discard it — it is only briefly accessed for the purpose of the AI analysis, it is encrypted in transit, and it is never stored in our database.

How accurate is the AI scan?

In our testing, accuracy was about 95%. As AI technology continues to improve, we expect the accuracy will, too. We do not control the results of the scans; we only retrieve the results from OpenAI and display them for you.

Can I get a refund or additional credits if I don’t agree with the AI scan’s conclusion?

Sorry, no — this service is provided as-is and is entirely dependent on OpenAI and the state of their AI technology. Incorrect or inaccurate results are to be expected until we can all agree that AI technology has surpassed human intelligence 😉

How does the AI determine what emails require a response and which ones don’t?

We’re not really sure, but it does — that’s the magic of AI! Some data engineers at OpenAI probably could explain it thought 😉

On our end, we provide a simple prompt that instructs the AI to determine emails do not require a response if they are promotional, transactional, or informational in nature. Aside from that, AI works its magic in mysterious ways.

If I disable AI insights will I lose all my scanned email results?

Nope! You will still be able to access all the results of your scans on the AI Insights table.