Email intake flow
Office 365 received Owen Davies's message for Harborlight Books.
Office 365
Shared inbox for Harborlight Books
Owen Davies
owen.davies@email.com
Inbound email
Hello, one of the books in Order 777 arrived damaged. The cover is torn. Can you help?
ReplyPilot has the message, sender, and visible reference ready for processing.
Intent assessed by AI
Detected intent
Damage complaint
Assigned team
Customer care
Tenant
Harborlight Books
System of record
Reference
Order 777
Intent
Damage complaint
Resolution
Replacement or refund
Refund detail
Hidden until verified
Rules and knowledge applied
Apologise, collect evidence if needed, and verify account identity before refund or replacement actions.
Knowledge base
Approved answer content
Verification rule
Verification before refund
Data protection
No account-specific details before trust
Draft ready for the agent
Hi Owen, I am sorry one of the books arrived damaged. I can help with a replacement or refund. Please confirm the order reference and the email or phone number on the order so I can verify the account before discussing the available options.
The draft confirms only safe information and asks for verification before account details.
