Workflow AI for Automated Email Categorization and Routing

TL;DR

HighLevel released a video tutorial showing how to use Workflow AI to automatically categorize and route support emails. Agency owners should review the video to implement this automation.

Who this affects

HighLevel has not confirmed who is specifically affected by this update or which plan levels are required. Anyone managing customer communication via email within HighLevel may find this useful. Agencies looking to automate email triage should pay attention.

What changed

HighLevel published a video tutorial on using Workflow AI for email management. The video teaches how to implement an AI Agent action within HighLevel workflows.

The tutorial covers several specific steps:

• Creating an inbound email workflow trigger.
• Connecting email accounts via Email Two-Way Sync settings.
• Configuring an AI agent with custom instructions to categorize incoming emails. Categories include support tickets, prospects, customers, spam, and high-priority messages.
• Enhancing AI prompts by incorporating email body and subject fields.
• Choosing specific GPT models for the AI agent.
• Adding tools within the AI agent configuration, such as contact tags and tasks, for automated organization.
• Setting up smart lists on the Contacts page for efficient daily filtering of categorized emails.

HighLevel has not confirmed any limits or plan gating associated with the features shown. HighLevel has not confirmed the rollout status for these capabilities. HighLevel has not confirmed if this replaces or breaks existing functionality.

Where to find it

HighLevel has not confirmed the specific navigation path within the product. The features discussed are within the Workflow builder, specifically using the AI Agent action. Email Two-Way Sync settings are typically found under Settings > Email Services. Smart lists are found on the Contacts page.

How agencies will use this

An agency can leverage this tutorial to build an automated email triage system. They would create a new workflow, setting its trigger to activate upon receiving an inbound email. Within this workflow, an AI Agent action would be configured with specific instructions to analyze the email's subject and body content. The AI agent could then categorize emails as 'Support Ticket', 'Sales Inquiry', or 'Spam'. Based on these classifications, the AI agent can apply contact tags, for example, 'Lead_Sales' or 'Priority_Support'. It can also create tasks for specific team members, assigning a sales task to the sales team for 'Sales Inquiry' emails, or a support task to the support team for 'Support Ticket' emails. Finally, the agency would set up smart lists in the Contacts section, allowing team members to quickly view all 'Priority_Support' emails or 'Lead_Sales' emails that require follow-up.

Our take

This is a standard tutorial covering an existing HighLevel feature. It provides practical guidance for agencies looking to automate email processing using AI within workflows. It is not a new feature announcement but a detailed walkthrough of an existing capability. This is a minor update, primarily educational.