Before we begin
Before diving into the step-by-step instructions, it’s important to understand the value of responding to user inquiries quickly and accurately. By following the process in this guide, you’ll ensure users receive timely, clear, and helpful support. Setting the right expectations from the start helps build trust and satisfaction with your service.
Step-by-step Instructions
Step 1: Always Update Brain AI with the Latest Information
Always make sure to update Brain AI with the most current information or specific instructions related to the inquiry.
Add internal guides, troubleshooting steps, or policy details to brain ai. And as soon as new information becomes available, make sure to update it.
Example:
Update Brain AI: "Password reset instructions."Confirm the relevant steps or links Cassie should include in the reply are up-to-date and accurate.
Step 2:Review and Edit the Auto-Generated Reply in Chat or Gmail
Open the Inbox Manager to view new user questions.
The Inbox Manager will automatically suggest a reply for you.
You can find this reply as a draft in Gmail, or directly in the Inbox Manager.
Review the draft and make any edits you want.
If needed, start a chat with Cassie for extra help or a different style.
Tip: Check that the reply covers the user’s main question and uses a friendly tone. Personalize with the user’s name or details for extra care.
Step 3: Refine the Reply with Prompting
If Cassie’s or the Inbox Manager’s draft needs tweaks, just ask for changes—like making it friendlier or adding a link.
Use clear prompts to get the tone and details right.
Tip: Use prompts like “Make this more concise,” “Add a troubleshooting step,” or “Link to our help center.”
Step 4: Send the Final Reply in Chat or Gmail
Once you’re happy with the response, send it directly in chat using the Inbox Manager, or send it from Gmail.
The workflow is designed for quick, seamless support right where the user is.
Tip: Double-check the user’s name, details, and links before sending to avoid mistakes.
Tips for efficiency
Save your favorite Cassie prompts and best replies as templates.
Regularly update Brain AI with new info, solutions, and user feedback.
Use clear, specific prompts for Cassie or the Inbox Manager to get the best results.
Review sent replies to spot trends and update templates or Brain AI accordingly.
With the Inbox Manager, you can manage, draft, and send replies all in one place—or through Gmail—making support faster, more personal, and more useful for users.