Auto Email Reply

📧 Auto Email Reply Overview

tDoc's Auto Email Reply feature allows your team to receive incoming emails directly in the Communication Center. When an email arrives, the AI automatically generates a draft reply for your team to review, edit, and send — saving time and ensuring consistent, professional responses.

✨ Key Capabilities

• Centralized Email Inbox: All forwarded emails appear in the Communication Center's Email tab
• AI Draft Generation: Automatic draft replies are generated for each incoming email
• Customizable AI Prompt: Control how the AI crafts responses through configurable prompts and tone settings
• Email Threading: Replies are properly threaded so recipients see a natural conversation in their inbox
• Attachment Support: Incoming email attachments are stored and accessible from the email detail view
• Team & User Forwarding: Supports both team-wide and individual forwarding addresses

🔄 How It Works

📥 Email Receiving Flow

When an email is forwarded to your team's dedicated address:

1. Reception: The email arrives at your team's assist.tdoc.io address
2. Processing: tDoc fetches the full email content and any attachments
3. Storage: The email is stored in your Communication Center with all metadata
4. AI Draft: The AI reads the email and generates a professional draft reply
5. Review: Your team reviews the draft in the Email tab, edits if needed, and sends

⚙️ Setting Up Email Forwarding

📬 Finding Your Receiving Address

Each team has a dedicated receiving email address:

1. Navigate to the Communication Center from your team account sidebar
2. Click the vertical ellipsis menu (⋮) to the right of the tabs
3. Select "Receiving address"
4. Your team's unique address will be displayed (e.g., t-abc123@assist.tdoc.io)
5. Click Copy to copy it to your clipboard

📤 Configuring Your Email Provider

Set up automatic forwarding in your email provider so incoming emails are sent to your tDoc receiving address:

Gmail

1. Open Gmail Settings (⚙️) → See all settings
2. Go to the Forwarding and POP/IMAP tab
3. Click Add a forwarding address
4. Enter your tDoc receiving address and confirm
5. Choose whether to keep, archive, or delete the Gmail copy

Outlook / Microsoft 365

1. Go to Settings → Mail → Forwarding
2. Enable forwarding
3. Enter your tDoc receiving address
4. Optionally keep a copy of forwarded messages

Other Providers

Most email providers support automatic forwarding. Look for "Forwarding," "Mail Rules," or "Filters" in your provider's settings and add a rule to forward incoming emails to your tDoc receiving address.

⚠️ Important: Ensure you forward from your main business email (e.g., clinic@example.com). tDoc will attempt to extract this address from forwarded email headers so that when you reply, the recipient replies back to your real inbox — not the assist.tdoc.io address.

📧 Using the Email Tab

📋 Viewing Emails

All incoming emails appear in the Communication Center's Email tab:

• From: The original sender's name and email
• Subject: The email subject line
• Category: AI-assigned category (Lead, Appointment, Inquiry, etc.)
• Draft: Shows a "Draft ready" badge when an AI draft is available, or "Replied" when a reply has been sent
• Status: Whether the email has been read
• Outcome: The resolution status (e.g., Requires Follow-up, Resolved)
• Direction: Incoming or outgoing indicator
• Date/Time: When the email was received

Click any email row to open the Email Detail Dialog.

📖 Email Detail Dialog

The detail view shows the full email content:

1. Email Header: Subject, sender, recipient, and timestamp
2. Email Body: The full HTML or plain text content of the email
3. Attachments: Downloadable files attached to the email (with error indicators for any that failed to download)
4. AI Draft Section: The generated draft reply with action buttons

✏️ Working with AI Drafts

When an AI draft is available, you have several options:

• Send Reply: Send the draft as-is to the original sender
• Edit: Switch to edit mode to modify the subject and body before sending
• Regenerate: Discard the current draft and generate a new one using the latest AI settings
• Discard: Remove the draft entirely

If no draft exists (e.g., auto-draft is disabled), you can:

• Compose Reply: Manually write a reply
• Generate AI Draft: Trigger an on-demand AI draft generation

🏷️ Email Categorization

When an email arrives, the AI automatically classifies it into one of the following categories:

Each category appears as a color-coded badge in the Email tab, making it easy to prioritize your inbox at a glance.

🛡️ Spam Filtering

When Filter Spam Emails is enabled in Settings:

• Emails categorized as Spam are hidden from the Email tab
• No AI draft is generated for spam emails
• Spam emails are still stored in the database and can be viewed by disabling the filter

This helps keep your inbox focused on real client communications.

⚙️ Email Settings

🔧 Accessing Settings

1. Click the vertical ellipsis menu (⋮) in the Communication Center
2. Select "Settings"

📝 Available Settings

Default Reply-To Email

Set your team's real business email address (e.g., clinic@example.com). This is used as a fallback when tDoc cannot extract the original recipient from forwarded email headers. It ensures recipients reply to your actual inbox, not the assist.tdoc.io address.

AI Auto-Draft Toggle

Enable or disable automatic draft generation. When disabled, incoming emails are still stored and categorized, but no AI draft is created automatically. You can still generate drafts on demand from the email detail view.

Filter Spam Emails

When enabled, emails that the AI categorizes as spam are hidden from the Email tab and no draft is generated for them. Spam emails remain stored in the database — disable this toggle to see them again.

AI Prompt

Customize the system prompt that guides how the AI generates draft replies. Leave empty to use the default prompt. Your custom prompt controls the style, content, and scope of the AI's responses.

Click "Reset to default" to revert to the built-in prompt.

Auto-reply Tone

Choose the overall tone for AI-generated drafts:

• Professional: Formal, business-appropriate language
• Friendly: Warm and approachable while remaining professional
• Concise: Brief and to-the-point responses

Signature Template

Configure the email signature appended to every draft reply. The template supports dynamic variables:

• {{team_name}} — Replaced with your team's account name
• {{user_name}} — Replaced with the individual team member's name (when using a personal forwarding address)

Default signature:

Best regards,
{{user_name}}
{{team_name}}

📬 Email Address Formats

tDoc provides two email address formats:

Team Address

Format: t-<teamAccountId>@assist.tdoc.io

All team members share this address. Emails forwarded here appear in the team's Communication Center.

Personal Address

Format: u-<userAccountId>.t-<teamAccountId>@assist.tdoc.io

Individual team members can use this format to track who forwarded each email. The AI draft signature will automatically include the forwarding member's name.

🔄 Email Threading

When tDoc sends a reply on your behalf, it uses proper email threading headers:

• Subject: Prefixed with Re: so the reply appears in the same thread
• In-Reply-To: Set to the original email's Message-ID
• References: Includes the full chain of Message-IDs for multi-reply threads
• Reply-To: Points to your real business email so the recipient's reply goes to your actual inbox

This ensures a seamless conversation experience for the email recipient.

🔍 Troubleshooting

Common Issues

Emails Not Appearing

1. Verify your email forwarding is correctly configured
2. Check that the forwarding address matches your team's receiving address exactly
3. Ensure the email was forwarded to assist.tdoc.io (not a different domain)
4. Refresh the Communication Center page

AI Draft Not Generated

1. Check that AI Auto-Draft is enabled in Settings
2. Verify the AI prompt is valid (try resetting to default)
3. Check your team's account status

Reply-To Address Incorrect

1. Set your Default Reply-To Email in Settings as a fallback
2. Ensure your email provider preserves forwarding headers
3. Some providers strip X-Forwarded-To headers — the Default Reply-To Email setting handles this case

Attachments Showing as Failed

1. Large attachments may time out during download
2. The email itself is still saved — only the attachment download failed
3. You can access the original email in your email provider for the attachment

🚀 Next Steps

Now that you've set up Auto Email Reply, explore these related features:

• Communication Center for managing all your communications
• Takeover Realtime Calls for live call intervention
• Team Collaboration for managing team workflows