Key Concepts of Email Automation with Mailytica#

Mailytica’s Email Classification#

Email Classification is a process that involves understanding the content of each message based on its underlying intention, language, attached files, or specific predefined rules.

For example, when a client emails you about the status of their order, Mailytica will automatically classify that message as Order Status.

Mailytica classifies messages in an array of different ways. This is done by selecting from simple keyword detection to sophisticated artificial intelligence models depending on your specific needs.

Tip

For instructions on how to set up Email Classification models, please visit the Classification Setup section.

Mailytica’s Topics#

On the basis of the Email Classification, Mailytica assigns each incoming email to its corresponding Topic. Topics are individually defined and represent a common and recurring business transaction. As an example, a Topic can be Status of delivery, New order, Product availability, or any other according to your requirements.

For instance, if a customer emails you about current shipment status, Mailytica would assign it to the Topic Delivery Status. However, if they instead emailed you complaining about the delivery, then Mailytica would assign it to the Topic Complaint.

Tip

For a more in-depth explanation of Topics, please visit the Topics section.

Mailytica’s Actions#

Once incoming emails are classified and assigned to a specific Topic, a predefined Action can be implemented to automate email processing.

These are the different Actions that Mailytica can carry out:

  • Smart Responses: Smart Responses, also know as AI Email Bot, allow you automatically reply to emails with pre-defined messages. Smart Responses can be used in two different ways— either by automatically replying to emails, or by suggesting replies as drafts within Mailytica’s integrations.

  • Tags / Labels: Manually setting labels on emails can be a time-consuming process. With Mailytica, you can easily label email messages depending on topic or annotators, and they will be immediately visible in your email client. For example, you can add the Urgent label to email messages depending on the data extracted with Mailytica’s annotators.

  • Email Forwarding / Routing: With Mailytica’s AI Email Forwarding / Routing, you can define a recipient to whom forward email messages based on its topic. Additionally, you can include in the forwarded message any of the data extracted by Mailytica’s annotators.

  • Folder Destinations: With Mailytica, you can define to which email folder an email should be moved based on its topic. For example, if you’re using it to manage emails and their corresponding tasks, the email could be automatically sent to your To Do folder.

  • Analysis Export: After the email messages have been processed by Mailytica, you can export all the data to another API or another filesystem.

Mailytica’s Annotators#

Mailytica is more than just an email classification system. It also includes several internal processes which are performed on incoming email messages, including extracting and converting email data, adding custom plugins, and accessing APIs.

When a new email message arrives, Mailytica first checks if any annotators are configured, and subsequently classifies it under a particular topic if applicable.

Tip

A brief description of all annotators and actions can be found on this page. For a more detailed explanation, please visit the Configuration section.

  • Email Parsing Rules: Mailytica’s email parsing system can extract information from messages and perform complex tasks. You can easily create filters and parsing rules using regular expressions to streamline your work. For example, with Mailytica you can extract information from your email messages such as sender contact info, order numbers, shipping date and time, and more in just a few simple steps.

    Note

    For instructions on how to set up Email Parsing Rules visit the section Email Parsing.

  • Dictionary Annotations: Dictionary Annotations are similar to email parsing rules but instead of creating rules to extract data, they can be used to directly extract entities. For instance, you can use Dictionary Annotations to extract a person’s profession from an email message form. To do so, add a Dictionary Annotations called “profession” and enter a list of occupation names. When Mailytica matches one of your terms, it will store it in a variable called “profession”.

  • Value Mappings: Value Mappings can be used to transform data in a more straightforward way than using Email Parsing Rules. When extracting profession names from email messages, using Value Mappings can enable you to condense more information. For example, if some people write “attorney” and others “lawyer”, you can use Value Mappings to transform all instances of “attorney” into “lawyer”.

  • Plugins: Custom business plugins to extract, process, or export data can be created by Mailytica’s dev team at the request of the user. The support team is always readily available to answer any questions or concerns that may arise and work to ensure a smooth plugin installation. Once installed, the plugin can be easily managed in Mailytica’s Online Platform and even accessed through Mailytica’s integrations. To illustrate this, imagine that your company receives booking confirmation emails on a daily basis. If you need to know which emails are more urgent, or which reservations are closer to the current day, a Mailytica plugin can be configured to parse the dates and compare them to a specific set of conditions.

  • API Source: Mailytica has a diverse range of API (Application Programming Interface) sources which you can connect to. This gives you the ability to harvest data from third-party sources and provide even more content in your email messages. Specifically, you can connect to three different types of API sources:

    • FTP Source: The FTP (File Transfer Protocol) source allows you to access files and folders through a TCP/IP (Transmission Control Protocol/Internet Protocol) network, the internet.

    • REST API Source (GET): The REST API source allows you to retrieve data from any server by using a simple HTTP request.

    • REST API Source (POST): The POST source is meant for transforming information. It allows you to create, update or delete documents on the server.

  • API Data: Once you have added your preferred API Source, Mailytica offers different options for extracting external data. First, you can extract information from files such as CSV or JSON. In addition, you can connect to Jira and perform different actions, such as creating Jira issues directly in any of Mailytica’s integrations, attaching emails to existing Jira issues, or retrieving Jira issues from email messages.

Mailytica’s Email Data#

Email data includes all the parts of an email message that Mailytica can use for different actions such as classification, parsing, and Smart Responses. Internally, Mailytica splits email messages into the following data fields:

  • subject: Subject of the email message.

  • document: Refers to the entire body of the email message, containing all the text that composes the message.

  • email_message: Refers to the entire body of the email message, contains all the text that composes the message. It is equal to document, therefore can be used interchangeably.

  • attachments: Files attached to the email message.

  • emailAddress: Sender’s email address in the format sender@domain.com.

  • name: Sender’s name obtained from their email information, if the name is not available then the emailAddress will be used instead.

  • email_history: In an email thread, the email_history field would contain previously received and sent messages. For example, if you’re in a back-and-forth email conversation with a customer, then the email history field would show all the messages from that particular interaction

  • email_message_without_history: In an email thread, the email_message_without_history field would contain the last received email without previous replies.

  • written_salutation: Salutation written in the email message, for example, Hello, Hi, Dear LastName, Greetings, etc.

  • signoff: Sign-off phrase contained in the email message. For instance, Regards, Best, Best wishes, Kind regards, etc.

  • classification: Topic assigned to the email message.

  • cleaned_email_message: Contains the text in the body of the email message but without salutations or sing-off phrases.

  • features: To process email messages, Mailytica extracts the most significant features from the text to understand the actual meaning of the message. This process includes, among others, removing punctuation, erasing stop words, modifying words by making them lowercase, fixing typos or grammar checks, and lemmatization. The features field includes the features found both in the subject and body of the email.

  • subject_features: Similar to the features field, subject_features refers to the features found in the subject of the email message.

  • body_features: Like the features field, the body_features field includes the features found in the body of the email.

  • salutation: The salutation made available in Mailytica’s integrations. If the name of the sender is available, then Mailytica will propose the Dear Sir Name or Dear Madam Name salutation.

  • language: Language in which the email message has been written. Mailytica currently supports and understands email messages written in German (DE), English (EN), Czech (CZ), Italian (IT), French (FR), Spanish (ES), Dutch (NL), and Korean (KO).

Tip

If your language is missing from the list of supported languages you can contact our support team.

  • messageId: Unique numeric identifier of the email message.

  • ReceivedOn: Date and time in YYYY-MM-DDThh:mm:ssTZD format when the message was received.

Mailytica’s Integrations#

Mailytica’s integrations allow you to automate repetitive tasks and streamline the day-to-day operations of your business. You can reply to customer messages, organize your inbox, generate tasks based on received emails, manage customer support tickets, and much more.

In this way, you’ll have access to Mailytica’s features directly in your email inbox or preferred app, without having to switch between programs.

Tip

Please visit our Integrations section for instructions on how to set up any of Mailytica’s integrations.

These are the third party integrations now available:

  • Outlook: Mailytica’s Outlook integration incorporates Mailytica’s features straight into your Outlook desktop app. When a new email message is received, Mailytica’s Smart Responses feature proposes pre-written replies for repetitive and common customer requests, saving you time and effort. In addition, you can automatically move emails to different folders for better organization and enable custom features according to your needs.

    Note

    For more information, visit the Outlook Integration section.

  • Gmail: Much like the Outlook integration, Mailytica is also available for Gmail and can be connected with your Gmail account. You can install the Gmail integration to access Mailytica’s features from your inbox. For example, you can manually or automatically classify your messages by Topic, and reply to emails using Smart Responses.

  • Jira: With Mailytica’s Jira integration, you can transform your email messages into Jira tickets to share with your team. In this way, you can easily assign tasks and monitor their progress.

  • Zendesk: Mailytica also provides a Zendesk integration, allowing support representatives to provide customers with immediate responses. When a new customer support ticket is recorded in Zendesk, Mailytica uses AI to classify the customer’s request and proposes a Smart Response directly in the Zendesk app.

  • Freshdesk: Similar to the Zendesk integration, Mailytica’s Freshdesk integration uses AI to classify customer tickets or requests and then proposes Smart Responses directly in the Freshdesk app.

  • Custom API Solutions: Integrating a new system into your existing infrastructure can be difficult and time-consuming. To make it as easy as possible, Mailytica was designed from the beginning with specific API connectors for all functionalities. Whether it is an individual integration for your own business application (CRM, ERP, ticketing system, etc.) or a connection via API, you can implement Mailytica’s features easily and independently of your application of choice.