Email intake flow
Office 365 received Priya Shah's message for Harborlight Books.
Office 365
Shared inbox for Harborlight Books
Priya Shah
priya.shah@email.com
Inbound email
Hi, I need to change the delivery address on my pre-order before it ships.
ReplyPilot has the message, sender, and visible reference ready for processing.
Intent assessed by AI
Detected intent
Address change
Assigned team
Customer support
Tenant
Harborlight Books
System of record
Reference
Order 2210
Intent
Address change
Trust state
Verification needed
Action
Blocked until trusted
Rules and knowledge applied
Verify identity before changing delivery details. Changes are allowed only before dispatch.
Knowledge base
Approved answer content
Verification rule
Verification required
Data protection
No account-specific details before trust
Draft ready for the agent
Hi Priya, I can help with that. Address changes are possible before dispatch, but I need to verify the account first. Please confirm the email address or phone number on the order and I will check whether the pre-order can still be updated.
The draft confirms only safe information and asks for verification before account details.
