Email intake flow
Office 365 received Tom Hughes's message for ABC Parking Solutions.
Office 365
Shared inbox for ABC Parking Solutions
Tom Hughes
tom.hughes@email.com
Inbound email
I do not want an automated reply. Please have someone call me about my parking charge.
ReplyPilot has the message, sender, and visible reference ready for processing.
Intent assessed by AI
Detected intent
Escalation
Assigned team
Customer support
Tenant
ABC Parking Solutions
PCN system
Reference
Ticket 956
Intent
Escalation
Risk
Human requested
Action
Escalate
Rules and knowledge applied
Respect explicit human requests and capture enough context for the handoff.
Knowledge base
Approved answer content
Verification rule
No account detail needed
Data protection
No account-specific details before trust
Draft ready for the agent
Hello, I understand you would like to speak with a person. I can arrange for the team to review this and follow up. Please include the PCN reference and preferred contact details so the right team can respond.
The response prepares a clean handoff without losing the customer context.
