Ability to Impersonate When Using Email "Reply"
gathering votes
E
Erin Mestey-Jones
We should be allowed to change the Send As when a Customer responds to the AI sent emails. Otherwise, we are "impersonating" the AI and it often looks like the same "person" sent them two different emails. For example- the AI will send an email saying they will get an associate to answer them right away and then in the second email, which is a reply from us, the signature will still be the AI name.
D
David Lawrence
This would also be beneficial because we respond to an email and AI also responds because the system only sees that the customer has responded to the AI generated email.
Drew Adler
gathering votes
Michele McCoy
Merged in a post:
Ability to Reply Directly to a "Shelby Hart" Email
D
Daniel Moore
If a customer responds to an email from Shelby Hart/AI - we should be able to reply directly to that email without having to create a new email thread. Same as we can do for texting.
Shelby Parker
Thank you for posting, Erin Mestey-Jones! I have a few more questions for you:
- Can you provide more context on how often this situation occurs where the AI and a human representative are sending emails to the same customer?
- Are there specific scenarios where you would like to change the 'Send As' feature or would you like this to be a general feature?
- Would you prefer an automatic switch to a human representative's name after the first AI interaction or would you like to manually control this feature?
E
Erin Mestey-Jones
Shelby Parker
Can you provide more context on how often this situation occurs where the AI and a human representative are sending emails to the same customer?
This happens everytime a Customer responds to an AI email.
I have one of two choices. Send a reply in the email they sent back, resulting in the signature being that of the AI or sending a new email in my name that they may or may not see.
Are there specific scenarios where you would like to change the 'Send As' feature or would you like this to be a general feature?
I would like to reply to a customers reply as myself, not as the AI (impersonated by)
Would you prefer an automatic switch to a human representative's name after the first AI interaction or would you like to manually control this feature?
Yes, absolutely or at least the ability to switch it at the top of the email.
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Shelby Parker
Great to hear your perspective, Daniel Moore! I have a few more questions for you:
- Can you provide more context on how often this situation occurs where a direct reply to an 'Shelby Hart' email is needed?
- Are there any specific features or functionalities you would like to see in this direct reply option?
- Could you describe any challenges or issues you've faced due to the lack of this feature?