How To Send Emails Upon Request In SMS And Live Chat Conversations

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Overview

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Benefits

• ✅ Multi-channel communication across SMS, live chat, and email
• ✅ Automatic email delivery triggered by natural language requests
• ✅ Consistent user experience across all communication platforms
• ✅ Enhanced accessibility for users who prefer email documentation
• ✅ Professional follow-up with formatted email content
• ✅ Reduced manual intervention for email requests

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Step-by-Step Configuration

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Step 1: Access Tools & Abilities

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Navigate to AI Assistant Settings

1. Go to your AI assistant settings
2. Select Version 2.0 (ensure you’re working in the latest version)
3. Navigate to Tools & Abilities section

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Add Email Tool

1. Click “Add Tool” to access available tools
2. Choose “Send Email (Custom Tool)” from the list
3. Confirm tool addition to your assistant’s capabilities

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Step 2: Configure the AI Prompt

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Set Up Email Trigger Prompt

Use the send email tool whenever the user requests to send an email.

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Understanding Trigger Phrases

• “Can you email me this?”
• “Please send this to my inbox”
• “I’d like a copy via email”
• “Could you send me that information by email?”
• “Email me the details”
• “Send me a summary via email”
• “I need this emailed to me”

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Step 3: Activate for SMS & Live Chat

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Cross-Platform Functionality

• SMS Integration: AI responds to email requests in SMS conversations
• Live Chat Integration: AI handles email requests in web chat interfaces
• Unified Experience: Consistent behavior across all platforms

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Automatic Email Delivery

1. AI recognizes the email request through natural language processing
2. Tool activation triggers the email sending functionality
3. Content delivery sends the response to the contact’s email address
4. Confirmation provided to user across original channel

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Implementation Examples

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SMS to Email Flow

User: "Can you text me the pricing info?"
AI: "I'll send you our pricing information right away."

User: "Actually, can you email me this instead?"
AI: "I'll send the pricing information to your email address."

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Live Chat to Email Flow

User: "I need the user manual for setup"
AI: "I can help you with the user manual. Here's the information..."

User: "This is helpful, can you email me a copy?"
AI: "I'll email you the complete user manual right now."

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Advanced Configuration

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Email Content Customization

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Template Configuration

• Subject line formatting
• Professional email signatures
• Branded email templates
• Attachment handling

• Summary formatting
• Link organization
• Contact information inclusion
• Follow-up instructions

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Context-Aware Email Sending

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Intelligent Content Selection

• Conversation context: Include relevant conversation history
• Topic-specific formatting: Adapt email format to content type
• Personalization: Include user’s name and relevant details
• Professional presentation: Ensure business-appropriate formatting

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Multi-Format Support

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Various Content Types

• Text summaries of conversations
• Link collections for resources
• Document attachments when appropriate
• Formatted reports for complex information

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Testing and Validation

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Testing Process

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Test Different Scenarios

1. SMS Email Requests:
   • Send test SMS asking for email delivery
   • Verify email is sent and received correctly
   • Check email content formatting and accuracy
2. Live Chat Email Requests:
   • Initiate live chat session
   • Request email delivery of information
   • Confirm email delivery and content quality
3. Various Request Phrases:
   • Test different ways users might request emails
   • Ensure AI recognizes various email request patterns
   • Verify consistent behavior across all request types

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Quality Assurance Checklist

• ✅ Email delivery confirmation - emails are sent successfully
• ✅ Content accuracy - information matches conversation context
• ✅ Professional formatting - emails are properly formatted
• ✅ Contact matching - emails sent to correct addresses
• ✅ Cross-platform consistency - same behavior in SMS and chat

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Performance Monitoring

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Key Metrics to Track

• Email delivery success rate
• User satisfaction with email content
• Response time from request to delivery
• Error rates and resolution times

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Use Cases and Applications

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Customer Support

• User Request: “Can you email me the troubleshooting steps?”
• AI Response: Sends formatted email with step-by-step instructions
• Benefit: User has permanent reference for complex procedures

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Sales Information

• User Request: “I’d like the product specs emailed to me”
• AI Response: Sends comprehensive product information via email
• Benefit: User can review and share information with decision-makers

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Appointment Confirmations

• User Request: “Please email me the appointment details”
• AI Response: Sends formatted appointment confirmation
• Benefit: User has calendar-ready information for scheduling

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Educational Content

• User Request: “Could you send me the training manual by email?”
• AI Response: Delivers educational content via email
• Benefit: User can access materials offline and at their own pace

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Troubleshooting

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Common Issues

• Verify “Send Email” tool is properly configured
• Check AI prompt includes email trigger instructions
• Ensure contact has valid email address on file

• Review conversation context capture
• Verify email template configuration
• Check content formatting settings

• Expand trigger phrase examples in prompt
• Test with various request formulations
• Review natural language processing settings

• Verify tool is enabled for both SMS and chat
• Check platform-specific configurations
• Test functionality across all channels

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Debugging Steps

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Systematic Troubleshooting

1. Verify tool installation and configuration
2. Test AI prompt with simple email requests
3. Check email delivery system functionality
4. Review contact information accuracy
5. Monitor system logs for error messages

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Best Practices

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Email Content Quality

• Clear subject lines that reflect conversation topic
• Professional formatting with proper structure
• Relevant information based on conversation context
• Contact details for follow-up questions

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User Experience

• Confirmation messages when emails are sent
• Clear expectations about delivery timeframes
• Error handling for failed email delivery
• Alternative options if email fails

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System Maintenance

• Regular testing of email functionality
• Template updates based on user feedback
• Performance monitoring and optimization
• Security reviews for email handling

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Security and Privacy

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Data Protection

• Email content encryption for sensitive information
• Access control for email templates and settings
• Privacy compliance with email communication regulations
• Audit trails for email sending activities

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Compliance Considerations

• GDPR compliance for European users
• CAN-SPAM compliance for US users
• Opt-in requirements for email communications
• Data retention policies for email content

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Integration Benefits

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Workflow Enhancement

• Seamless handoffs between communication channels
• Documented interactions for future reference
• Professional communication standards
• Reduced manual email tasks for support teams

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User Satisfaction

• Flexible communication options for user preferences
• Immediate information access across channels
• Professional service delivery through multiple touchpoints
• Enhanced convenience for information sharing