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Outlook Add-in – Usage

The usage experience is the same for both the classic desktop add-in and the upcoming web version. 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.

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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. 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: 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. 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. 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. Alternatively, click Copy to copy the plain text and paste it anywhere you need.