Overview

Fibi AI Agent can handle customer queries over email – resolving detailed questions, filtering out spam and phishing attempts, and handing over to a teammate when needed. The seamless AI-to-teammate handover ensures that only complex issues reach your support team.

Fibi AI Agent can only be deployed over email through Workflows. This gives you the needed control over complex routing, branching logic, and integration with existing automation flows.

Review your email settings for Fibi

Before using Fibi over email, ensure your email channel is correctly set up in Settings → Notification emails:

• Your domain is connected and authenticated - Enables you to send emails from your company's support address (e.g. support@yourcompany.com) instead of a generic address. This protects your email deliverability and builds customer trust

• Automatic email forwarding is set up and verified - Ensures your support emails are received into your Featurebase Inbox

• For multi-brand setups - Make sure to follow the guide and configure each brand’s Help Centers and email addresses. Fibi references Help Centers based on the brand assigned to a conversation. Connecting email addresses to brands ensures conversations are assigned the correct brand, so Fibi knows which Help Center to reference.

Train Fibi to handle email conversations

1. Train Fibi on content

Beyond your Featurebase’s Help Center, Fibi AI Agent can be trained on Custom sources, including internal files, website content, or custom Q&A snippets, to help Fibi better assist your customers.

This can be configured from Automations → Training Data.

2. Custom instructions

You can add custom instructions to train Fibi how to speak in your brand's voice, follow your policies, and handle conversations the way you want using simple, natural-language instructions.

You can set clear rules for what Fibi should say and do – from using the right terminology to handing sensitive topics over to your support team.

This can be configured from Automations → Branding & Personality.

3. Custom actions (optional)

You can also make Fibi handle completely custom workflows (e.g. extending trials or offering discounts) with external APIs to save time on your support loads.

These often involve actions in your external systems that need to follow your specific business rules (e.g. cancel an order, refund a subscription). Fibi will trigger the task and stay actively involved to resolve the customer's query.

This can be configured from Automations → Actions.

Deploy Fibi over email

Fibi AI Agent can only be deployed over email through Workflows. This gives you the needed control over complex routing, branching logic, and integration with existing automation flows.

1. Create an email workflow

1. Go to Automations → Workflows

2. Click + New Workflow and choose Create from scratch

3. Select the ‘Customer sends their first message’ trigger

4. Click on the workflow trigger settings (first block in the Workflows builder) and select only Email from the workflow channels

If you want to add Fibi to a Workflow, or customize Fibi in an existing Workflow, go to Fibi AI Agent > Deploy > Email and open Advanced setup through Workflows.

Note: Simple deploy takes precedence over Fibi Workflows and Simple automations.

If you have an existing Workflow set up for email:

• Edit the Workflow and add the Let Fibi answer step where appropriate

• Customize Fibi's behavior in the Workflow such as setting expectations, handovers, and closing pending conversations by clicking on Let Fibi answer

• When you add Fibi to your existing Workflows, you can find them under Fibi AI Agent > Workflows by filtering for "Type is Using Fibi"

If you don't have a Workflow set up for email:

• Create a new Workflow solely for this channel

• Ensure the Workflow is only enabled for email in the trigger settings

• Add Fibi to your Workflow by creating a path and selecting Let Fibi answer

Customize Fibi's behavior in your email Workflow

To customize Fibi's behavior in an email Workflow, click on the Let Fibi answer step in the Workflow path. Here, you can:

• Ask for conversation rating (Fibi CSAT)

• Auto-close pending conversations

• Customize what Fibi says when closing conversations

Have Fibi respond to a specific audience

By using branching, you can create different Fibi experiences for different audiences.

For example:

• For paying customers, you might want to hand over to a teammate when Fibi can't answer, but for non-paying customers, you might direct them to your Help Center

• You can use email predicates to exclude specific email addresses or domains if you don't want Fibi to engage with a certain company or person

• For greater flexibility, use "Email to", "Email cc", and "Email bcc" predicates to create different auto-reply messages depending on the email address a customer sends their message to

• Apply tags like converted-ticket for follow-up emails to ensure Fibi bypasses these conversations entirely

• Design Workflows that skip emails from internal company addresses by using rules such as Email domain does not contain [COMPANY DOMAIN]

Add as many branches as you need to create different experiences for different customers.

Tip: While you can also determine audience rules within the Workflow trigger settings, we recommend only doing this if you have an additional Workflow to cover everyone who doesn't match those rules.

Have Fibi respond to a specific topic

You can also use branching to create different Fibi experiences and paths based on your different email topics.

1. Click Add step to start creating your branching logic

2. Select Branches under "Proceed to another path"

3. Click on Missing condition to open your branch settings

4. Click + Add condition to set different conditions – for example, if you want to escalate conversations based on a keyword in the message, select "Message Content" as a condition

5. Repeat this step to add multiple branches per keyword

6. Click on the arrow to the right to determine the path specific to that branch (e.g. assign to a teammate or let Fibi answer)

For example, you can use a "Message Content" filter to escalate conversations containing the keyword "billing" directly to your Billing team.

Note: Any message added to the Workflow immediately before Let Fibi answer will be included in the same email notification as Fibi's response.

Tip: Fibi can classify conversations by topic and use these attributes as conditions in Workflows to automatically escalate conversations to the right team.

Test your Fibi over email Workflow

To test a Fibi over email Workflow, send an email to your support email address configured in Settings > Support > Email.

Best practices for email Workflows

• Simple deploy takes priority and will trigger before the Advanced setup through Workflows and before Simple automations. Keep this in mind if setting Fibi live through both methods

• Not all Workflow steps are available over email. We recommend creating a separate Workflow solely for email as a channel – don't add email to a Workflow that has been set up for the Messenger

• We don't recommend having multiple Workflows per topic. Use one Workflow for your email channel, with each topic defined using branches

• Always set a path for "Else" in your Workflows. If a customer doesn't fall under a specific topic or audience, this ensures there is a fallback option to support them

Test Fibi with email conversations

It's a good idea to set Fibi live for a small test or internal audience (e.g. yourself and teammates) and monitor replies for quality and accuracy.

1. Go to Automations → Workflows

2. In your email workflow, open the trigger block

3. Add an audience rule for Email contains [yourcompany.com] – this makes Fibi answer only to you and your teammates when sending emails

4. Save your Workflow and Set it Live from the top right

5. Email a question to your default workspace address to see Fibi's response

Good to knows

How Fin responds to emails

Fibi AI Agent replies to customer questions over email the same way it does in the Messenger. Every email response from Fibi will:

• Indicate that it's an AI agent

• Provide the source of the answer inline (if public to your audience)

• Give customers options for next steps, including speaking to a teammate

• Show your email signature

• Show the AI disclosure in a footer below the signature

Fibi over email customer experience

You can choose how Fibi follows up with customers over email. By default, Fibi will ask a relevant question to encourage a natural conversation.

If the customer's message is not clear, Fibi will send a message asking to clarify what they need assistance with:

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If Fibi doesn't have an answer, it will let the customer know and give them the option to talk to a person. Fibi will not send error messages over email – instead, it will immediately escalate to your team.

When the customer responds, they have the following options:

• Reply with additional information

• Reply confirming the answer helped, which marks the conversation as a confirmed resolution

• Reply asking for help, which triggers the handover process

Customers will receive a follow-up email confirming the action:

• When a customer asks for more help or requests a person, the handover between Fibi AI Agent and a teammate will be triggered

• When a customer confirms the answer helped, Fibi AI Agent will respond and close the conversation – unless otherwise configured

FAQ