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Outlook Add-in – Usage

The usage experience is the same for both the classic desktop add-in and Outlook on the web. Once you select an email, the Sensbot AI side panel shows identical content regardless of which Outlook client you use.

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Opening the add-in

Click Sensbot AI in the Outlook ribbon (Home tab or Sensbot tab). A Sensbot AI task pane opens on the right side of the Outlook window. Sensbot AI buttons in the Outlook ribbon (Home tab and Sensbot tab) with the Sensbot AI side pane open

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Selecting an email

When no email is selected, the panel shows a placeholder:
No email selected
Select an email to generate a response.
Click any email in your inbox or folder list to activate the panel for that message. The panel immediately starts loading. In Mail view (inbox or folder list): Select an email in the list. The panel loads that email automatically. Changing your selection updates the panel to the newly selected email. In an open email window: Open an email in its own window and click Sensbot AI in the ribbon. The panel shows that specific email.

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Generating a response

If the email has not been processed yet, the panel shows:
This email has not been processed yet. Generate a response to see analysis and a reply draft.
Below that you will find an optional instructions field and a Generate button. Generate response screen with optional instructions field Optional instructions — Type a short hint before generating to guide the response, for example:
  • Keep it short
  • Translate to English
  • Be more formal
Leave the field blank to let Sensbot decide on its own. Click Generate (or press Enter inside the instructions field). The panel switches to a progress animation: Generating response progress animation Sensbot reads the email, looks up relevant orders, products, or knowledge base entries from your store, and writes a draft reply in your brand voice.

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Response ready – two-tab view

Once processing is complete, the panel shows two tabs: Response and Analysis.

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Response tab

The Response tab shows the AI-generated draft reply. Response tab with generated draft reply The draft is displayed as formatted HTML (bold text, paragraphs, signature) matching a typical reply email.

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Refining the response

Below the draft is a refine box. Type an instruction and choose one of:
  • Refine response — Keeps the same reasoning but adjusts tone, length, or language. The new version is added alongside the previous one and you can navigate between them using the version arrows.
  • New response — Generates a completely fresh draft, ignoring the previous one.

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Analysis tab

The Analysis tab gives you insight into what Sensbot understood about the email. Analysis tab with email insights Summary badges — Coloured pills at the top summarise the email at a glance: Order / Product card — When the email references an order or product, a card appears with key details (order number, status, items, total, dates). Click the card to expand or collapse the full details. Decision card — For emails that require a policy-based decision (e.g. a refund or return), a Decision card shows the recommended action, its risk level (Low / Medium / High), the reasoning behind it, and the store rules that guided the decision. Actions taken — If Sensbot performed automated actions (e.g. tagged the email, created a task, updated an order), these appear as blue pills at the bottom of the tab.

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No response required

If the AI determines the email does not need a reply (e.g. a newsletter or auto-confirmation), the panel shows:
No Response Required
This email does not require a reply. No response was generated.
You can still use the refine box to override this and request a draft manually.

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Using the draft in Outlook

Click Use this response in the Response tab. Sensbot inserts the formatted HTML draft directly into Outlook’s reply window — ready to review, edit, and send. Draft inserted into Outlook reply composer Alternatively, click Copy to copy the plain text and paste it anywhere you need.