AI Email Categorization in Outlook

At the initial stage, the “Tools” tab was used to add and configure the main tools that the agent uses in the process of processing letters. The tool “List rows from selected environment” was configured first, which allowed the users to retrieve the sender's contact data along with associated B2C roles.

The input parameters were “Environment”, “Table Name”, and “Expand Query” to retrieve information from the role table. The resulting B2C role was used as an additional business context and had a priority impact on the further categorization of the letter.

The next step was to add another tool, the “List rows from selected environment”, with other parameters. It was used to search for relevant records in CRM based on the analyzed data from the letter, such as a case number or vehicle ID.

The settings defined which fields were used for filtering and which related entities needed to be loaded via the “Expand Query”.

For visual classification of emails in Outlook, the “Assigns an Outlook category” tool was used, which automatically assigned a category to an email based on the results of the agent's analysis.

The “Update a row in selected environment” tool was used to attach a letter to the corresponding record in Dynamics 365.

The parameters of this tool specified the target record identifier, which was passed to the regardingobjectid field, ensuring the correct connection between the email and the CRM entity.

In the “Knowledge” tab, a file with a list of available categories was added, which was used by the agent as a knowledge base when classifying incoming emails.

After configuring the tools, instructions were given to the agent:

The instructions clearly described the sequence of actions: determining the sender’s role, analyzing the content of the email, selecting a category, searching for related records in CRM, and attaching the email to the appropriate entity.

Example instructions:

“You are an AI agent responsible for processing incoming Outlook emails and linking them to the correct CRM records. Follow the steps below strictly and in order.”

1. Identify the sender’s role using the “Get contacts with their b2c web roles” tool.
2. Analyze the email's subject and body to understand its intent and business context. Based on this analysis, assign exactly one category from the predefined knowledge base. Always choose the best-matching category and use the “Other” only if no category clearly applies.
3. Scan the email content for references to a case number or a vehicle identifier, such as a license plate. If any reference is detected, validate and normalize the value before using it further.
4. Search the CRM for related records using the “Get Anfrage records” tool. If no case number is found, search using the vehicle identifier. If multiple records are returned, select the most relevant one based on context and recency.
5. Attach the email to the selected CRM record using the “Update a row in selected environment” tool. Ensure that the email is linked to the correct entity; the assigned category is stored consistently, and the communication history remains complete and traceable.

The last step was to set up a trigger that defined the conditions under which the agent would fire when a new email arrived.

Then, it was necessary to set the basic parameters based on which the agent would operate.

After the configuration was complete, the agent was published using the Publish button and became available for productive use.

Next, the agent was tested.