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When the Email Agent processes an incoming email, it generates a draft response and assigns a confidence score. This page explains how to work with drafts, interpret confidence scores, and improve the quality of AI-generated responses.

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Viewing Drafts

Navigate to Engagement > Email Agent to see all AI-generated drafts. Each draft shows:
  • Subject line of the original email
  • Sender information
  • Draft preview — the first few lines of the AI-generated response
  • Confidence score — how certain the AI is about the response quality
  • Timestamp — when the draft was generated
Click any draft to open the full view where you can read, edit, and send the response.

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Understanding Confidence Scores

Every draft includes a confidence score expressed as a percentage. This score reflects how well the AI was able to match the incoming email’s question or request with information from your Knowledge Sources.
Score RangeLevelMeaning
80–100%HighThe AI found strong matches in your knowledge base and is confident in the response.
50–79%MediumThe AI found partial matches. The draft may need some editing for accuracy.
Below 50%LowThe AI had limited information. Review carefully and consider writing a manual response.
High-confidence drafts are generally safe to send with minimal editing. For medium and low-confidence drafts, always review the full response before sending.

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Editing Drafts

Before sending a draft, you can edit it directly in Botric:
  1. Open the draft by clicking on it.
  2. Edit the response text in the editor.
  3. Click Send to deliver the response, or Save to keep your edits without sending.

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Editing Tips

  • Correct inaccuracies — If the AI used outdated or incorrect information, update the response before sending.
  • Add personal touches — Include customer-specific details the AI may not have access to.
  • Adjust tone — Modify the language to match the situation (e.g., more empathetic for complaints).

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Improving Draft Quality

If you notice that drafts consistently miss the mark, there are several ways to improve the quality of AI-generated responses:

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Add More Knowledge Sources

The AI can only respond with information it has access to. Adding more Knowledge Sources — such as detailed FAQs, product documentation, or support articles — gives the AI more context to work with.

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Refine Your Prompts

Review the system prompts configured during onboarding or in your agent settings. Clear, specific instructions help the AI generate better responses.

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Review Low-Confidence Drafts

Low-confidence drafts often highlight gaps in your knowledge base. If the AI couldn’t find relevant information for a common question, add that information as a new knowledge source.
The Email Agent uses the same knowledge sources as your Chat Agent. Improving your knowledge base benefits both agents.

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Next Steps

Connect Mailbox

Add or manage email connections.

Knowledge Sources

Add more data for better AI responses.

Email Agent Overview

Return to the Email Agent overview.

Chat Agent

Set up a chatbot alongside your email agent.