Email Monitor — User Manual

Overview

The Email Monitor automatically processes incoming Gmail messages using AI. It classifies emails as sales inquiries, support requests, spam, or voicemail notifications, and can automatically generate and send replies. This eliminates manual email triage and ensures customers get quick responses.

How It Works

The email pipeline processes incoming messages to the monitored Gmail address:

Gmail Pub/Sub — A webhook notifies RFS Hub when a new email arrives.
Fetch — The system retrieves the email content via Gmail API.
Anti-loop checks — Auto-replies, bounces, and self-sends are skipped to avoid loops.
Classification — Gemini classifies the email (sales, support, voicemail, spam, other).
Processing — Sales → auto-reply with product info and estimate link; Support → create/update ticket and reply; Voicemail → transcribe and create callback task; Spam/Other → log only.
Logging — Every processed email is logged in the processing log.

Rate limiting (e.g. max auto-replies per hour) and exclusion patterns (no-reply addresses, newsletters) are configurable in Settings → Email.

Email Classification

The AI classifies each email into one of these categories:

Sales — Inquiries about services, pricing, or getting an estimate.
Support — Existing customer issues, technical problems, or service requests.
Spam — Junk mail, marketing, or irrelevant messages.
Voicemail — Voicemail notification emails from your VoIP system.
Other — Emails that don't fit other categories.

The classification is driven by the Classification Prompt configured in Settings → Email → AI Prompts.

Auto-Reply

When auto-reply is enabled, the system generates and sends responses:

Sales emails — The AI generates a helpful reply using the sales knowledge base, including a link to the estimate chatbot if configured.
Support emails — The AI generates a reply using the support knowledge base. If the issue requires human attention, a support ticket is created and the ticket number is included in the reply.

Auto-replies are rate-limited (configurable, default 20 per hour) and can be toggled on/off independently for sales and support.

Email Monitor Overview

Navigate to Email Monitor in the sidebar to see the overview page. This shows processing statistics, recent activity, and quick links to conversations, callbacks, knowledge base, and settings.

Conversations

The Conversations page (Email Monitor → Conversations) shows all processed email threads. Each conversation represents a Gmail thread that the system has classified and potentially replied to.

Conversation Fields

Field	Description
Thread ID	The Gmail thread identifier.
Subject	The email subject line.
Sender	The sender's email address.
Classification	The AI-assigned category (sales, support, spam, voicemail, other).
Status	Processing status — whether a reply was sent, a ticket was created, etc.
Support Ticket	If a support ticket was created, the ticket reference number is linked here.
Date	When the email was processed.

Actions

You can update the status of conversations (e.g., mark as handled, reclassify) from the conversation list.

Callbacks

The Callbacks page (Email Monitor → Callbacks) shows callback tasks created from voicemail notifications. When the system detects a voicemail email, it creates a callback task so your team knows to call back.

Callback Fields

Field	Description
Caller	The caller's phone number or name (extracted from the voicemail email).
Extension	The extension that received the call (mapped to a name/department via Extension Mapping in settings).
Status	The callback status — pending, completed, or dismissed.
Urgency	How urgent the callback is (determined by AI analysis of the voicemail content).
Transcription	The AI-generated transcription/summary of the voicemail.
Assigned To	Who should handle the callback.
Created	When the voicemail was received.

Actions

You can update callback tasks:

Mark Complete — Mark the callback as completed after you've called back.
Dismiss — Dismiss the callback if no action is needed.
Update Notes — Add notes about the callback (e.g., "Left voicemail, will try again tomorrow").

Email Knowledge Base

The Email Knowledge Base page (Email Monitor → Knowledge) manages the knowledge used by the email auto-reply AI. It has two sections: Sales KB and Support KB.

Sales Knowledge Base

The Sales KB contains question-and-answer pairs about your services. The AI uses these to craft informed replies to sales emails.

Sales KB Fields

Field	Required	Description
Topic	Yes	The subject of the FAQ entry. Example: "What types of cameras do you offer?"
Answer	Yes	The detailed answer. Example: "We offer dome, bullet, and PTZ cameras from brands like Hikvision and Dahua. Prices start at $199 per camera installed."
Category	No	The knowledge category. Options: general, alarm, cctv, access_control, intercom. Default: general.
Keywords	No	Tags to help the AI find this entry. Add keywords one at a time using the tag input.

Support Knowledge Base

The Support KB for email works the same way as the main Support Knowledge Base. It contains problem/solution pairs that help the AI answer support-related emails. Each entry has a problem description, solution, category, subcategory, and keywords.

Voicemail Monitoring

When voicemail monitoring is enabled (Settings → Email → Voicemail), the system watches for voicemail notification emails from your VoIP provider. When detected, it:

Extracts the caller information and extension.
Uses AI to transcribe/summarize the voicemail content.
Creates a callback task.
Sends a Google Chat notification (if enabled).
Sets a reminder timer for follow-up.

Settings

Clicking Email Monitor → Settings redirects you to the Settings → Email tab where you can configure all email monitoring settings (system controls, AI prompts, filters, and voicemail). See the Settings → Email Tab section for detailed field documentation.