Brian Del Terzo (AiDR) next quarter . do you need the answer in .a specific format

Abhishek Kumar I responded to your question to you in your question to Hans, which you've probably seen but just in case:

In terms of format, I imagine the email replies to follow a natural, conversational email style, similar to how a real person would respond. The subject would already carry over from the original email thread, so there’s no need to generate a new one.

The reply should include a short greeting, a friendly and relevant response written in paragraph form, and a simple closing, not the short text-style messages used for SMS or social channels.

If the AI doesn’t have a confident or complete answer in its knowledge base, it should still acknowledge the message and confirm that it’s being reviewed by a team member for the best possible response.

Ideally, any AI-generated email replies would copy (CC) the contact owner so they can stay informed and jump in if needed. Since the email thread would already appear in the activity log, this would give the team real-time visibility without creating extra work.

Example format:

Hi John,

Thanks for reaching out! I’d be happy to help with that. Could you please confirm a few details so I can get the right info to you?

Best regards,

Brian Del Terzo (AiDR) thanks

Brian Del Terzo (AiDR) Hi John should be included in every responses ?

and you cc and bcc for every responses

Abhishek Kumar in my example, “John” represents the person who sent the original inbound email. So any time the AI responds to an inbound email, the reply should automatically CC the assigned Contact Owner to keep them in the loop.

Ideally, once the Contact Owner engages or replies in that same thread, the AI should pause or stop sending further automated responses for a set period of time to avoid overlap or confusion.

There are definitely more factors to consider here, but that would be a solid starting point for managing AI-driven email replies effectively.

Brian Del Terzo (AiDR) got it , but will the hi < name > be included in all replies

Abhishek Kumar The < name > should be included assuming it’s available in the associated contact record. From my understanding, an email can’t be received in HighLevel unless there’s already a contact with that email address, or the contact was first created when we emailed them.

If, for some reason, there’s no name associated with the contact record, it would make sense for the AI to simply omit the name and use a generic greeting like “Hi,” or “Hello,” depending on what fits best.

Does that sound about right?

I know I’ve added an idea to the Ideas Board for creating something similar to the HubSpot Conversation Inbox... a phenomenal feature for managing shared inboxes as a team while maintaining full transparency within contact records. Until something like that is implemented, allowing High Level to capture new emails, and create a contact associated with that new correspondence, I think this all sounds about right.

Brian Del Terzo (AiDR) you have some good ideas

Can you please schedule a call with me

So that we can discuss and create a feature more aligned to your needs.

Brian Del Terzo (AiDR) it is rather difficult to look at all postings before you post an idea. There was nothing popping up when I posted it.

Hans Lange It definitely takes a little getting used to. Right below the area where you can post an idea though, try searching the title you are creating or variations that you've considered. There are so many good ideas, we have to band together to get them implemented. Thanks for contributing. Check out the attached image screenshots for more context.