Sign in

Give the ai the email thread, subject and profile context

When the AI Assistant answers or drafts a reply on an email conversation, its context includes the full thread, the subject and the customer's profile, bounded by the requesting your visibility scope.

When this happens: An operator requests a Copilot suggestion, or Auto Reply processes a new message.

Step by step

  1. 1

    Requests a Copilot suggestion on the Order #4821 delayed? conversation.

    Assembles the context: every Message in the conversation in chronological order (the full thread), the current message's EmailMessageHeader.Subject, and Elena Popescu's Contact profile fields within the operator's visibility scope. EasyCRM sends the context to the AI/LLM Service (FR-28) and returns a suggested reply to the operator.

Other paths

Thread has cc'd participants

Includes CC'd addresses recorded on the thread's messages as read-only also on this thread metadata, without treating any of them as the customer the AI is replying to.

If something goes wrong

Visibility scope narrower than the conversation's full history

The operator's scope does not cover part of the conversation's history (after a scope change). Bounds the assembled context to what the operator may see (ADR-012), even if shorter than the full thread.

Good to know

  • Context includes the full thread, subject and scope-bounded profile.
  • CC/BCC participants are never treated as the responding party.