Managing Email Conflicts: CC Configuration with Smart Filters

Overview

This article explains how to prevent email response conflicts when both Eloquens AI and human team members need to respond to the same email thread.

Problem Description

When Eloquens is managing an email address (e.g., support@company.com), simultaneous manual responses from the same email address can create conflicts:

1. Customer emails support@company.com
2. Eloquens begins processing an automated response
3. Human team member also replies manually via support@company.com
4. Both responses are sent, creating confusion and duplicate communications

Why This Happens

Eloquens processes incoming emails immediately without checking for concurrent human responses. When both the AI and human use the same email address, the system cannot differentiate between automated and manual interventions in real-time.

Solution: CC Configuration with Smart Filters

Primary Setup: CC Configuration

1. Configure Eloquens to automatically CC a designated email address (e.g., manager@company.com) on all responses
   • Navigate to: Workflows >> Advanced Configuration >> Workflow Settings >> CC
   • Add your designated intervention email address
2. Reserve the main email (support@company.com) exclusively for Eloquens
3. Use the CC'd email (manager@company.com) for any manual interventions

Additional Configuration: Smart Filters

To ensure Eloquens doesn't respond when human intervention occurs:

1. Configure Smart Filters to recognize when manager@company.com has intervened or responded
2. Define human intervention detection - Smart Filters will identify when your designated email has replied
3. Automatic response prevention - This ensures Eloquens automatically stops processing once human intervention is detected

Why Use Both Configurations

• CC Configuration: Enables monitoring and provides the intervention mechanism
• Smart Filters: Adds an additional layer of protection to ensure no duplicate responses
• Combined Result: Maximum protection against email conflicts with automated intervention detection

Implementation Workflow

1. Let Eloquens respond first via the main email address
2. Monitor responses through the CC'd email address
3. When manual intervention is needed:
   • Reply using the CC'd email address (manager@company.com)
   • Smart Filters will automatically detect the intervention from your designated email
   • Include clear transition phrases (recommended but not required with Smart Filters):
     • "Thanks for the initial response. Let me add..."
     • "Following up on the previous message..."
     • "I'm stepping in to provide additional assistance..."
4. System recognition: Smart Filters detect the human intervention and prevent further Eloquens responses on that thread

Best Practices

Do:

• ✅ Always use the designated CC email for manual responses
• ✅ Include clear transition language when intervening
• ✅ Allow Eloquens to send the initial response before intervening
• ✅ Monitor email threads through the CC function

Don't:

• ❌ Reply directly from the email address Eloquens is managing
• ❌ Intervene immediately without letting Eloquens respond first
• ❌ Use ambiguous language that might confuse the system
• ❌ Forget to configure the CC settings before deployment

Configuration Requirements

• Access to Eloquens email settings (Workflows >> Advanced Configuration >> Workflow Settings >> CC)
• Access to Smart Filters configuration (for intervention detection)
• A separate email address for manual interventions
• Proper CC configuration in your email management system

Troubleshooting

If conflicts still occur:

1. Check CC configuration (Workflows >> Advanced Configuration >> Workflow Settings >> CC)
2. Verify Smart Filters are properly configured to detect intervention from your designated email
3. Ensure manual responses use only the designated CC'd intervention email
4. Review timing - allow sufficient time for Eloquens to respond first

If Eloquens doesn't recognize intervention:

1. Confirm CC configuration is properly set up with your intervention email
2. Verify Smart Filters are correctly configured to detect responses from your intervention email
3. Check email thread continuity - ensure responses are in the same thread
4. Test intervention detection - send a test response from your designated email to verify Smart Filters recognition

Example Scenario

Initial Setup:

• Eloquens manages: support@company.com
• Manual intervention email: manager@company.com
• CC configuration: Active (via Workflows >> Advanced Configuration >> Workflow Settings >> CC)
• Smart Filters: Configured to detect manager@company.com responses

Workflow:

1. Customer emails support@company.com
2. Eloquens responds and CCs manager@company.com
3. Manager reviews response via CC
4. If intervention needed, manager replies using manager@company.com
5. Smart Filters automatically detect manager's intervention and prevent further Eloquens responses
6. Optional: Manager includes transition language like: "Thanks for the initial response. Let me add some specific details about your account..."
7. System prevents any duplicate responses through Smart Filters protection

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