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Customer emails Smartbox, Customer emails Smartbox, Current process,…

- - - - case closed
        and stored in Salesforce
- - - - No
        
        email forwarded
        to Salesforce
        
        Salesforce sends
        an automatic response
        to customer
        
        Salesforce creates a case
        
        agent handles
        the case
        
        case closed
        and stored in Salesforce
        
        When the customer will be replying
        to this email, can we be sure this will
        reach Salesforce and not Ada again?
        
        This will reach Salesforce
        with the same email for case Origin
        we have set in our email-to-case
        and case assignment rules
      - Yes
        
        Ada handles the case
        
        case closed
        and stored in Ada only
        
        If the customer calls Smartbox
        there will be no trace of this case
        being handled
      - The AI bot will know signs
        when it should handle this to a human,
        as in financial issues or when answer is not
        on the knowledge base