✉ Analyze Email reads one or more emails and tells you how the customer feels, what they are really asking and how to reply. Use it to catch up on a long thread, take over a colleague's deal, or decide the tone of your answer.
Analyze emails logged in Salesforce#
- Open a record page that has the Sales Agent.
- In the actions bar, click ✉ Analyze Email. The ✉ Email Analysis window opens on the 📋 From Activities tab.
- Tick one or more emails. Each one shows its direction, subject, sender, date and a short preview. Selected emails are analysed together, as one thread.
- Click ✨ Analyze Selected.
The list shows the 20 most recent emails linked to the record. On an Account, it also includes emails linked to the account's contacts, opportunities and cases.
Analyze an email from outside Salesforce#
- Click ✉ Analyze Email, then switch to the 📋 Paste Email tab.
- Paste the full text of the email, including the headers (From, Subject) if you have them.
- Click ✨ Analyze Email.
Read the analysis#
The result appears in the chat as an Email Analysis card:
- Sentiment (positive, neutral or negative) with a score out of 100 and a short reason.
- Urgency badge: low, medium or high.
- ❓ Open Questions: what the sender asked and still expects an answer to.
- ⚠️ Hidden Objections: concerns the sender implies without stating them directly.
- ✅ Positive Signals: signs of interest or progress.
- Recommended next action.
- ✉ Suggested Reply: a draft answer.
The ❓ Open Questions, ⚠️ Hidden Objections and ✅ Positive Signals sections appear only when they have something in them.
Under the suggested reply:
- 📋 Copy copies the reply text.
- ✉ Open in Email opens the ✉ Send Email window with the reply in the message body and "Re: " as the start of the subject. Check the TO field: it is not filled in from the record here and can still hold an address from an email you opened earlier in the same session. Complete the subject, then send. See Draft and send an email.
Good to know#
- When the record is ⬤ IN CONTEXT, the record's data (up to 8,000 characters) is included, so the analysis and reply take the deal's history into account. When it is ○ DETACHED, only the email text is analysed. See Work with record context.
- The analysis and the suggested reply follow the language selector in the actions bar. See Languages.
- The email text is cut at 32,000 characters, whether you paste it or select emails from Activities. For very long threads, paste or select the most recent messages.
- When your admin has left Allow PII off (the default), email addresses, IBANs, card numbers and social security numbers in the email text are replaced with placeholders before anything is sent to the AI provider, and put back in the result. Names and phone numbers written in the email text are sent as they are. See PII masking.
Troubleshooting#
- "No emails found in Activities": no emails are logged on this record in Salesforce, for example because your email integration does not log them there, or you do not have access to them. Use 📋 Paste Email instead.
- "Email text is required": the 📋 Paste Email box is empty. On the 📋 From Activities tab, nothing happens until you tick at least one email.
- "Analysis failed. The details are on the AI Activity Log record for this run.": the call to the AI provider failed or its answer could not be read. Try again; if it keeps failing, ask your admin to check the AI Activity Log.