Sending drafts with actions

When actions run

Actions never run on their own while the email is a draft. They run when you press Send, in the inbox or from the review link in the forwarded email. Staffify first checks every action. If one of them can not be carried out, nothing is sent and nothing is changed. The actions in Staffify itself run first; actions in external systems run last.

All or nothing

If an action fails while sending, Staffify stops, does not send the email and undoes the actions it already carried out. For example, a booked appointment is cancelled again and a created ticket is removed.

Autopilot: actions first, then the email

In autopilot the agent carries out the actions first and only then writes the email, so the email contains the real result. If an action can not be carried out, for example because the time was just taken, the agent writes an alternative instead, such as another time. The customer is never told something is confirmed when it was not. If two actions fail in one reply, the agent stops and a colleague takes over.

Why the agent sometimes asks security questions

Not every email can be confirmed as really coming from the address it shows. When Staffify can not confirm the sender, the inbox shows the label "Sender not verified". The agent still answers general questions, but it does not share or change customer details such as appointments, invoices or tickets until the customer has answered a few security questions. In autopilot, a reply that would change something is kept as a draft for you to check. When you send that draft yourself, its actions run as usual, so first make sure the email really comes from your customer.

Numbers and links are filled in on send

An appointment number or ticket number only exists once the action has run. In a draft the text therefore shows a field such as "[filled in on send: appointment number]". When you send, Staffify fills in the real number. If you remove the action but the text still refers to its number, sending is blocked until you edit the text. A booking link is created right away and is already in the text; it stays valid while the draft waits for you.

When the AI can not write a good reply

Staffify checks every AI reply before it is saved or sent: an empty text, a cut off text, a refusal or a leftover placeholder is not accepted. The AI gets one more try. If that also fails, nothing is sent, any actions are undone and a colleague takes over. The draft then says the AI could not write a good reply, and you can write it yourself or ask for a new AI reply. A failed attempt is not charged.

What the statuses mean

Runs when you send

The action has not run yet. It runs when you send the email.

Done

The action was carried out together with the email.

Failed

The action could not be carried out. The reason is shown below the action.

Rolled back

The action ran, but was undone because a later step failed.

In progress

The action is being carried out right now.

When an action failed

As long as an action has failed, the Send button is off. You have two options. Retry checks the action again; when the check passes, the action runs on your next Send. Remove takes the action out of the draft. The email text may still mention the action, so read the text again before you send.

Proposed times are held for you

When the agent proposes an appointment time in a draft, that time is held so no other customer can take it. A draft holds the time until 17:00 on the second working day. After you send the email, the time stays held until 17:00 on the next working day, or longer if the email promises that, but never past the appointment itself. Working days are Monday to Friday in the time zone of the agent.

Propose a new time

If the proposed time is no longer held or no longer available, the draft shows a warning with the button "Propose a new time". This discards the draft and lets the AI write a new reply with a new time. The new reply is a new AI draft and costs the same as any other AI draft.

Create an AI draft

For a conversation that waits for you and has no draft, for example because the AI was paused, you can ask for an AI draft with "Create AI draft". Nothing is sent until you approve it.

When sending was interrupted

In rare cases Staffify can not confirm whether an email went out. The draft then says sending was interrupted. Check with the customer or in your sent mail first. Only use "Send anyway" when you are sure the email did not arrive, otherwise the customer receives it twice.