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Frequently Asked Questions
What should AI do with an incoming email?
A practical email automation system should process messages in stages rather than jump directly from inbox to outgoing reply.
Can AI route emails and draft replies without sending the wrong answer?
Yes, if routing and reply generation are governed by separate confidence thresholds. A business should not use one number to determine both where an email goes and whether a reply can be sent.
Can AI automatically send replies to customers?
Yes, but only for narrowly defined, low-risk categories with trusted data and approved templates. Account-specific, financial, legal, security, and high-value messages should normally require human approval.
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