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I want to automate our email response process for our support inquiries. Below is an outline of our current workflow and the desired automation:

Current Workflow:

We run a cafe&restaurant automation app, with a website which includes help documentation. Customers can contact us via a support form in our app. These submissions arrive in our Gmail inbox with the following format:

  • E-mail: example@gmail.com (This is the customer's email address.)
  • Business type: Restaurant & Cafe
  • Subject: POS screen
  • Description: How to add products?
  • Device: Other
  • Attachment: (If provided)

All support emails come with the subject line: "Web Help Center". This subject helps us identify that the email originates from our support form.

Desired Automation:

I want to automate the following steps using Zapier:

  1. Trigger:

    • Detect a new email in Gmail with the subject line: "Web Help Center".

  2. Action:

    • Use ChatGPT to generate a response to the customer's inquiry by:
      • Scanning our website to check if the answer exists in the help documentation.
      • Scanning previously sent emails to see if a similar question has been answered before.
      • Writing a response based on the most relevant information.

  3. Action:

    • Create a draft email in Gmail with:
      • The same subject line as the original email ("Web Help Center").
      • The "To" field populated with the customer's email address (e.g., example@gmail.com).

Challenges/Questions:

  • Step 2: Is it possible for ChatGPT (via Zapier) to scan the website and our email history to generate an accurate and relevant response? If so, how can we set this up?
  • Step 3: How can we ensure that the customer's email address (e.g., example@gmail.com) is correctly extracted and automatically added to the "To" field in the draft email?

The goal is to provide quick and accurate responses to customer inquiries while reducing manual effort. Please let me know if this setup is possible and any recommendations you might have.

Thank you for your assistance!

Hi ​@Alto's,

 

Welcome to the Community.

 

Automating customer email responses with tools like Zapier and GPT-3 is possible but has limitations. You can trigger a Zap when a specific email arrives in Gmail and use the OpenAI API with Zapier's Webhooks for response generation. However, GPT-3 can't scan websites or email histories, relying instead on provided prompts. Extracting customer details and drafting emails can be automated via Zapier's Gmail integration. A practical setup involves using automation to detect emails, referencing a knowledge base for common queries, leveraging GPT-3 for unique responses, and drafting emails. This advanced system requires thorough testing and careful consideration of privacy and security.

 

Let us know if you have further questions. 

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