Email Inbox

Customer Email → Your Business Email → Forwarded to ZappWay → AI Processes → AI Responds

Instructions Example:

You are a customer support representative responding to emails.

Response Guidelines:
- Greet customers professionally by name
- Answer questions using the knowledge base
- Provide clear, step-by-step solutions
- Include relevant documentation links
- Be empathetic and understanding
- Keep responses concise (3-5 paragraphs max)
- Use bullet points for lists
- End with offer to help further

Escalation:
- Escalate to human if customer is frustrated
- Escalate complex technical issues
- Escalate refund requests over $100

Tone: Professional, friendly, helpful
Format: Well-structured with paragraphs and bullet points

Datastores:
- Help Documentation
- FAQ Database
- Troubleshooting Guides

Datasources:
- Product Manual
- Common Issues & Solutions

Datastores:
- Product Catalog
- Pricing Information
- Case Studies

Datasources:
- Sales Scripts
- Objection Handlers

┌─────────────────────────────────────┐
│ Inbox Settings                      │
├─────────────────────────────────────┤
│ Name: Customer Support Inbox        │
│ AI Employee: Support Bot            │
│ AI Employee ID: ai_abc123def456     │
│ Datastores: Help Docs, FAQ          │
│ Datasources: Product Manual         │
└─────────────────────────────────────┘

Testing Checklist:
✓ Email received in ZappWay inbox (check inbox view)
✓ AI processes the email (may take 5-30 seconds)
✓ AI generates response (check content is appropriate)
✓ Response sent successfully
✓ Response appears in sender's inbox
✓ Response is from your-alias@mail.zappway.ai
✓ Response content is accurate and helpful
✓ Knowledge base information is used correctly

┌─────────────────────────────────────┐
│ Customer Support Inbox              │
├─────────────────────────────────────┤
│ Forward to:                         │
│ inbox-a1b2c3d4@mail.zappway.ai  │
│                                     │
│ AI Status: Active                   │
│ AI Employee: Support Bot            │
│                                     │
│ [Settings] [Messages] [Delete]      │
└─────────────────────────────────────┘

Datastores: Help Docs, FAQ, Policies
Datasources: Product Manual v2.0, Quick Start Guide

Datastores:
✓ Help Documentation (general guides)
✓ FAQ Database (common questions)
✓ Troubleshooting Guides (problem-solving)

Datasources:
✓ Product Manual v2.0 (technical specs)
✓ Quick Start Guide (getting started)
✓ Latest Release Notes (new features)

Datastores:
✓ Product Catalog (all products)
✓ Pricing Information (current prices)
✓ Case Studies (success stories)

Datasources:
✓ Sales Scripts (conversation templates)
✓ Objection Handlers (common objections)
✓ ROI Calculator Guide (value demonstration)

Name: Support Bot

Instructions:
You are a helpful customer support representative for [Company Name].

Response Guidelines:
- Greet customers professionally by name
- Answer questions using the knowledge base
- Provide clear, step-by-step solutions
- Include relevant documentation links
- Be empathetic and understanding
- Keep responses concise (3-5 paragraphs)
- Use bullet points for lists
- Escalate complex issues to human agents

Escalation Rules:
- Customer is frustrated or angry
- Technical issue requires engineering
- Refund requests over $100
- Security or privacy concerns
- Explicit request for human agent

Response Format:
1. Greeting with customer name
2. Acknowledge their issue
3. Provide solution or answer
4. Include helpful resources
5. Offer additional help
6. Professional closing

Tone: Professional, friendly, helpful

To: support@company.com
Subject: How do I reset my password?

Hi,

I forgot my password and can't log in to my account. 
Can you help me reset it?

Thanks,
John Smith

From: support-inbox@mail.zappway.ai
To: john.smith@email.com
Subject: Re: How do I reset my password?

Hi John,

I'd be happy to help you reset your password!

Here's how to reset it:

1. Go to our login page at www.company.com/login
2. Click on "Forgot Password?" below the login button
3. Enter your email address (john.smith@email.com)
4. Check your email for a password reset link
5. Click the link and create a new password

The reset link will expire in 24 hours for security reasons.

If you don't receive the email within 5 minutes, please:
• Check your spam/junk folder
• Verify you're using the correct email address
• Reply to this email if the issue persists

You can find more information in our Help Center:
https://help.company.com/password-reset

Is there anything else I can help you with?

Best regards,
Customer Support Team

Name: Lead Qualifier Bot

Instructions:
You qualify sales leads from email inquiries for [Company Name].

Qualification Process:
1. Thank prospect for reaching out
2. Ask qualifying questions if info is missing:
   - Company name and size
   - Industry
   - Budget range
   - Timeline for implementation
   - Decision-making authority
   - Specific needs or pain points
3. Provide relevant product information
4. Assess lead quality
5. Offer next steps (demo, call, resources)

Lead Scoring:
Hot Lead (9-10):
- Budget: $10,000+/month or enterprise
- Timeline: Immediate (within 1 month)
- Authority: Decision maker (C-level, VP)
- Need: Clear pain point we solve
- Action: Offer immediate demo scheduling

Warm Lead (6-8):
- Budget: $5,000-$10,000/month
- Timeline: 1-3 months
- Authority: Influencer or manager
- Need: Some pain point we address
- Action: Provide resources + follow-up call

Cold Lead (1-5):
- Budget: Under $5,000/month or unclear
- Timeline: 3+ months or just researching
- Authority: Individual contributor or researcher
- Need: Vague or doesn't match our solution
- Action: Newsletter signup + nurture sequence

Response Strategy:
- Be professional and consultative
- Ask clarifying questions politely
- Provide value in every response
- Don't be pushy or salesy
- Focus on understanding needs
- Offer appropriate next steps

Tone: Professional, enthusiastic, consultative

Name: Info Bot

Instructions:
You provide general information about [Company Name] to inquiries.

Topics You Handle:
- Company overview and history
- Services and offerings
- Contact information
- Office locations and hours
- General questions about the business
- Directions to correct department

Response Guidelines:
- Be welcoming and informative
- Provide clear, accurate information
- Include relevant links
- Direct to appropriate department if needed
- Keep responses concise but complete

Department Routing:
- Technical questions → support@company.com
- Sales inquiries → sales@company.com
- Partnership inquiries → partnerships@company.com
- Press inquiries → press@company.com
- Career questions → careers@company.com

Tone: Professional, friendly, welcoming

✓ Forward a copy of incoming mail to: inbox-xxxxx@mail.zappway.ai
✓ Keep Gmail's copy in the Inbox

✓ Enable forwarding: Checked
✓ Forward my email to: inbox-xxxxx@mail.zappway.ai
✓ Keep a copy of forwarded messages: Checked

✓ Enable automatic forwarding: Checked
✓ Forward to: inbox-xxxxx@mail.zappway.ai
✓ Store and forward: Selected (keeps copy in Yahoo)

Steps:
1. Log in to your email provider (Gmail, Outlook, Yahoo, etc.)
2. Go to email forwarding settings
3. Check that forwarding toggle/checkbox is enabled
4. Verify ZappWay address is listed as forwarding destination
5. Ensure forwarding wasn't accidentally disabled

Correct format:
inbox-xxxxx@mail.zappway.ai

Common mistakes to avoid:
✗ inbox-xxxxx@zappway.ai (wrong domain, missing "mail")
✗ inbox-xxxxx@ mail.zappway.ai (extra space)
✗ inbox-xxxxx@inbound.zappway.com (wrong extension)

How to fix:
1. Copy forwarding address from ZappWay inbox settings
2. Paste directly (don't type manually)
3. Remove existing forwarding rule
4. Add new rule with correct address
5. Save and test

Steps:
1. From a different email account (not the forwarding one)
2. Send a simple test email:
   To: your-business-email@domain.com
   Subject: Test
   Body: This is a test email
3. Wait 2-3 minutes for processing
4. Check ZappWay inbox for the email
5. If not received, proceed to next solutions

Check these locations:
✓ Spam/Junk folder in your email provider
✓ Trash/Deleted items
✓ Other folders (Promotions, Updates, etc.)
✓ Email filters that might block forwarding
✓ Security rules that prevent external forwarding

Confirm:
✓ Forwarding is not disabled by administrator
✓ Account has permission to forward externally
✓ No security policies blocking forwarding
✓ Account is not suspended or restricted
✓ Forwarding quota not exceeded (some providers have limits)

Complete reset:
1. Go to your email provider settings
2. Remove/delete existing forwarding rule
3. Wait 5 minutes
4. Copy forwarding address fresh from ZappWay
5. Add new forwarding rule with copied address
6. Enable forwarding
7. Save changes
8. Send new test email
9. Wait 3 minutes and check ZappWay inbox

Verify:
- Is your email provider experiencing outages?
- Check provider's status page
- Search social media for provider issues
- Try accessing web version of email
- If provider is down, wait for resolution

Steps:
1. Go to Email Inboxes page
2. Click "Settings" for the affected inbox
3. Find "Activate AI" toggle
4. Verify it's switched to ON (enabled)
5. If OFF, switch to ON
6. Save configuration
7. Send test email

Steps:
1. In inbox Settings
2. Check that an AI Employee is selected in dropdown
3. Ensure dropdown shows AI name (not "Select AI Employee")
4. If no AI selected:
   - Select appropriate AI Employee
   - Or create new one
   - Save configuration
5. Test with new email

Steps:
1. Go to AI Employees page
2. Find and open the assigned AI Employee
3. Send a test message in the chat interface
4. Verify AI responds normally

If AI responds in chat:
→ Issue is with email integration (continue troubleshooting)

If AI doesn't respond in chat:
→ Issue is with AI configuration:
   - Check AI instructions are not empty
   - Verify AI has access to necessary tools
   - Ensure AI model is selected
   - Review AI status (active vs inactive)

Verify:
✓ At least one datastore or datasource is connected (if needed)
✓ Documents are fully processed (status: "Ready", not "Processing")
✓ Content is relevant to email topics
✓ No errors in knowledge base indexing
✓ Knowledge sources are accessible

To check:
1. Go to inbox Settings
2. Review connected datastores/datasources
3. Click on each to verify status
4. Re-add knowledge if needed
5. Wait for processing to complete

Check instructions for:
✓ Clear response guidelines
✓ No conflicting rules
✓ Appropriate tone and format specified
✓ No instructions preventing responses
✓ Escalation rules are reasonable

Common instruction issues:
✗ "Never respond to emails" (contradictory)
✗ Overly restrictive conditions
✗ Missing response format guidance
✗ Conflicting escalation rules

Consider:
- Is email extremely long? (may exceed token limits)
- Is email only images with no text? (AI needs text)
- Is email in a supported language?
- Does email contain spam triggers?
- Is email format unusual or corrupted?

Test with simple text email to isolate issue.

If you have access to logs:
1. Check inbox activity logs
2. Look for error messages
3. See if AI attempted to respond
4. Note any error codes
5. Check timestamps for delays

Verify:
✓ ZappWay account is active
✓ Subscription is current
✓ No service restrictions
✓ API quota not exceeded
✓ No account suspension

Review and reduce:

Check current knowledge:
1. Go to inbox Settings
2. Count connected datastores and datasources
3. Review size of each source

Recommendations:
✓ Keep 3-5 datastores maximum per inbox
✓ Each datastore under 50 documents ideal
✓ Remove unused or irrelevant sources
✓ Split large documents (over 100 pages)
✓ Archive old/outdated content

Actions:
1. Remove unnecessary datastores
2. Keep only most relevant documents
3. Create focused, topic-specific knowledge bases
4. Test response time after changes

Current issue: Complex instructions slow processing

Optimize instructions:
✗ Avoid: Extremely long instruction sets (1000+ words)
✗ Avoid: Complex multi-step conditional logic
✗ Avoid: Too many nested rules
✗ Avoid: Excessive tool usage requirements

✓ Use: Clear, concise instructions (200-500 words)
✓ Use: Simple decision trees
✓ Use: Essential rules only
✓ Use: Minimal necessary tools

Example optimization:

Before (slow):
"You must first check X, then verify Y, if Y is true check Z, 
unless A or B or C, in which case check D, but if D is false 
and E is true then check F, unless G applies..." [continues for 500 words]

After (fast):
"Answer questions using the knowledge base. Be helpful and concise. 
Escalate if: customer is angry, technical issue, or refund over $100."

High volume can cause delays:

Assess volume:
- How many emails per hour?
- Are there traffic spikes?
- Batch processing occurring?

Solutions:
✓ Distribute load across multiple inboxes
✓ Use filters to route different types separately
✓ Upgrade plan for higher throughput (if available)
✓ Implement email throttling on sender side
✓ Contact support for enterprise options

Immediate fix:
1. Create additional inboxes for different purposes
2. Forward different types to different inboxes
3. Reduces processing queue for each

Check for platform issues:

1. Visit: status.zappway.ai (if available)
2. Look for:
   - Ongoing incidents
   - Performance degradation
   - Scheduled maintenance
   - Known issues

If system issues:
- Response times may be affected globally
- Wait for resolution
- Status page will show updates
- Normal operation resumes after fix

Optimize for speed:

Current settings:
1. Go to AI Employee configuration
2. Check model type
3. Review token limits
4. Check temperature setting

Speed optimizations:
✓ Use faster model if available (GPT-3.5 vs GPT-4)
✓ Lower max tokens (faster generation)
✓ Reduce temperature slightly
✓ Disable unnecessary tools

Trade-off considerations:
- Faster models may be less accurate
- Lower tokens = shorter responses
- Balance speed with quality needs

Technical checks:

Browser:
- Clear cache and cookies
- Try incognito/private mode
- Test different browser
- Check internet connection speed

System:
- Restart browser
- Check firewall settings
- Verify no VPN issues
- Test from different network

Check your email provider:

1. Log in to email provider settings
2. Go to forwarding section
3. Look for duplicate rules

Common issues:
✗ Same address added twice
✗ Two different rules forwarding to ZappWay
✗ Forwarding enabled in multiple locations

Fix:
1. Remove all forwarding rules
2. Add single rule with correct address
3. Save and test
4. Verify only one copy arrives in ZappWay

Check ZappWay configuration:

Issue: Multiple ZappWay inboxes forwarding from same email

1. Go to Email Inboxes page
2. Check all inbox forwarding addresses
3. Verify same email isn't forwarding to multiple ZappWay inboxes

Fix:
1. Use one inbox per business email address
2. Delete duplicate inboxes if found
3. Consolidate into single inbox
4. Test to confirm single response

Check for forwarding loops:

Issue: Email provider forwards to ZappWay, ZappWay responds, 
provider forwards response back to ZappWay

Fix:
1. Ensure ZappWay responses are NOT being forwarded
2. Set up filter to exclude responses from @mail.zappway.ai
3. Only forward original incoming emails
4. Test carefully

System may retry if initial send appears to fail:

Usually temporary and resolves itself.

If persistent:
1. Contact support@zappway.ai
2. Provide example email with timestamps
3. Include inbox configuration
4. We'll investigate retry behavior

Client-side duplication:

1. Clear browser cache and cookies
2. Log out and log back in
3. Try different browser
4. Check if issue persists
5. May be display issue vs actual duplicates

Avoid spam triggers in AI responses:

✗ Don't use:
- ALL CAPS TEXT
- Excessive exclamation marks!!!
- Spam words: "FREE", "WINNER", "CLICK HERE NOW"
- Too many links (5+ links)
- Large images without text
- Suspicious or shortened URLs

✓ Do use:
- Professional, clear language
- Normal capitalization
- Relevant, helpful content
- Minimal links (1-3 max)
- Plain text or simple HTML
- Full, reputable URLs

Configure AI to avoid spam patterns:

Instructions to add:

"Response Guidelines:
- Use professional, natural language
- Avoid spam trigger words
- Limit links to 2-3 maximum
- Don't use excessive formatting
- Keep responses clear and concise
- Be helpful, not promotional"

Proactive communication:

When setting up:
1. Inform your customers/users
2. Ask them to add @mail.zappway.ai to contacts
3. Provide whitelist instructions
4. Include in onboarding materials

Email template:
"Note: Automated responses come from @mail.zappway.ai. 
Please add this address to your contacts to ensure delivery."

Pre-launch testing:

1. Send to multiple email providers:
   - Gmail
   - Outlook
   - Yahoo
   - Corporate email servers
   
2. Check spam folder on each

3. Have test users report:
   - Did email arrive in inbox?
   - Was it marked as spam?
   - Any formatting issues?

4. Adjust AI instructions based on results

Ongoing monitoring:

Track:
- Response delivery rates
- Spam complaints
- Recipient feedback
- Bounce rates

Adjust:
- Refine AI response content
- Reduce link usage
- Simplify formatting
- Update instructions

Try these browser fixes:

1. Refresh the page (F5 or Ctrl+R / Cmd+R)
2. Hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
3. Clear browser cache:
   - Chrome: Settings → Privacy → Clear browsing data
   - Firefox: Options → Privacy → Clear Data
   - Safari: Preferences → Privacy → Manage Website Data
4. Try incognito/private mode
5. Try different browser (Chrome, Firefox, Safari)
6. Update browser to latest version

Authentication problems:

1. Log out completely from ZappWay
2. Clear cookies for zappway.ai domain
3. Log back in with correct credentials
4. Navigate to Email Inboxes
5. Try accessing settings again

Check account permissions:

1. Verify you have appropriate role/permissions
2. Contact workspace administrator
3. Ensure account is not restricted
4. Check if feature is available on your plan

Connection issues:

1. Check internet connection is stable
2. Disable VPN temporarily
3. Check if corporate firewall blocking
4. Try different network (mobile hotspot)
5. Contact IT if on corporate network

If none of above works:

Email: support@zappway.ai
Include:
- Browser and version
- Operating system
- Error messages or screenshots
- Steps to reproduce
- Account email

Name: Email Support Bot

Instructions:
You are a customer support representative responding to emails for [Company].

Email Response Format:
1. Greeting with customer's name (if available)
2. Acknowledge their specific question/concern
3. Provide clear, helpful answer
4. Include relevant links or resources (max 2-3)
5. Offer additional assistance
6. Professional closing with signature

Response Length:
- Keep responses to 3-5 short paragraphs
- Use bullet points for lists
- Break up long text into sections
- Don't send walls of text

Tone Guidelines:
- Professional but friendly
- Clear and concise
- Empathetic to concerns
- Solution-focused
- Positive and helpful

Knowledge Usage:
- Always search knowledge base before responding
- Cite specific help articles when relevant
- If answer not found, admit it and escalate
- Never make up information

Escalation Rules:
Escalate to human agent if:
- Customer expresses frustration or anger
- Issue involves money over $100
- Technical problem requiring engineering
- Security or privacy concerns
- Explicit request for human agent
- You cannot find answer in knowledge base

Format:
- Use proper paragraphs
- Include white space for readability
- Bold for emphasis sparingly
- Numbered lists for step-by-step
- Bullet points for features/benefits

Name: AI Bot

Instructions:
Help customers

[End of instructions - too vague]

✓ Good:
"Hi Sarah,"
"Hello John,"
"Hi there,"

✗ Avoid:
"Dear Customer" (impersonal)
"To whom it may concern" (too formal)
No greeting at all

✓ Good:
"I understand you're having trouble logging into your account."
"Thank you for your question about our pricing."
"I'm sorry to hear you're experiencing issues with the product."

✗ Avoid:
"I got your email." (too vague)
"Thank you for contacting us." (generic)
Ignoring what they asked

✓ Good:
"Here's how to reset your password:

1. Go to www.company.com/login
2. Click 'Forgot Password?'
3. Enter your email address
4. Check your inbox for the reset link
5. Follow the link to create a new password"

✗ Avoid:
"Just reset your password." (no details)
"It's on the website." (not helpful)
Overly technical jargon

✓ Good:
"You can find more information in our Help Center:
https://help.company.com/password-reset

For video tutorials, visit:
https://company.com/tutorials"

✗ Avoid:
Too many links (5+)
Generic "check our website"
Broken or incorrect links
No links when they'd be helpful

✓ Good:
"Is there anything else I can help you with?"
"Feel free to reply if you have any other questions."
"Let me know if this solves your issue or if you need further assistance."

✗ Avoid:
Abrupt ending
"This conversation is now closed."
No follow-up offer

✓ Good:
"Best regards,
Customer Support Team
support@company.com"

"Thank you,
[Company Name] Support
help.company.com"

✗ Avoid:
No closing at all
"Regards" only (too brief)
Overly casual "Cheers" (unless brand appropriate)

Datastores:
✓ Help Documentation
  - Getting Started guides
  - Feature explanations
  - Best practices

✓ FAQ Database
  - Common questions
  - Quick answers
  - Category organized

✓ Troubleshooting Guides
  - Problem → Solution format
  - Error messages
  - Step-by-step fixes

Datasources:
✓ Product Manual (latest version)
✓ Quick Reference Card
✓ Video Tutorial Links

Datastores:
✓ Product Catalog
  - All products/services
  - Features and benefits
  - Technical specifications

✓ Pricing Information
  - Current pricing
  - Plan comparisons
  - Discounts and offers

✓ Case Studies
  - Customer success stories
  - ROI examples
  - Industry-specific use cases

Datasources:
✓ Sales Scripts
✓ Objection Handlers
✓ Competitor Comparison

Datastores:
✓ Company Information
  - About us
  - History
  - Team bios

✓ Services Overview
  - What we offer
  - How it works
  - Who it's for

Datasources:
✓ Contact Directory
✓ Office Locations
✓ Press Kit

□ Check for outdated information
□ Add new FAQs from recent questions
□ Update any changed policies
□ Review AI responses for accuracy
□ Note areas needing more documentation

□ Major review of all knowledge sources
□ Remove deprecated information
□ Add new product documentation
□ Update pricing if changed
□ Refresh case studies and examples
□ Test AI with common questions
□ Analyze response quality

□ Complete knowledge base audit
□ Reorganize content if needed
□ Archive old versions
□ Plan new documentation
□ Update training materials
□ Review competitor changes
□ Assess knowledge gaps

1. Identify outdated content
2. Draft updates
3. Review for accuracy
4. Update in knowledge base
5. Test AI responses
6. Document changes
7. Notify team

Best regards,
[Company Name] Support Team

📧 support@yourcompany.com
🌐 https://help.yourcompany.com
📞 1-800-XXX-XXXX

[Company Name] - [Tagline]

Note: This response was generated by our AI assistant. 
For human support, reply to this email.

This is an automated response. A team member will follow up if needed.

Our AI-powered support system has processed your request.
For additional assistance, contact support@company.com

✓ Send test email to business address
✓ Verify forwarding to ZappWay
✓ Check AI receives email
✓ Confirm AI generates response
✓ Verify response is sent
✓ Check response appears from correct sender

✓ Ask questions covered in knowledge base
✓ Verify AI finds correct information
✓ Check AI cites sources appropriately
✓ Ensure answers are accurate
✓ Test edge cases

✓ Send emails that should escalate
✓ Verify AI recognizes escalation triggers
✓ Check escalation process works
✓ Ensure human team is notified

✓ Simple questions
✓ Complex questions
✓ Multiple questions in one email
✓ Follow-up emails (conversation context)
✓ Emails with attachments
✓ Emails in different languages
✓ Angry/frustrated customer emails

✓ Check emails arrive in inbox (not spam)
✓ Test with different email providers
✓ Verify formatting appears correctly
✓ Check links work properly
✓ Test on mobile and desktop

□ ZappWay account created
□ AI Employee created and configured
□ Knowledge base prepared
□ Email inbox created in ZappWay
□ Forwarding address copied
□ Email provider forwarding configured
□ Forwarding tested successfully
□ AI Employee assigned to inbox
□ Knowledge base connected
□ Test email sent and responded to
□ Response quality verified
□ Deliverability checked
□ Team trained on system

Settings → Forwarding and POP/IMAP → 
Add forwarding address → 
Enter: inbox-xxxxx@mail.zappway.ai

Settings → Mail → Forwarding → 
Enable forwarding → 
Enter: inbox-xxxxx@mail.zappway.ai

To: your-business-email@domain.com
Subject: Test Email
Body: Hello, this is a test email to verify the system is working.

Email: support@zappway.ai
Documentation: docs.zappway.ai
Dashboard: app.zappway.ai