One-to-one conversations

The Outlook channel supports private email conversations between one employee and one connected shared mailbox. Each conversation is designed to handle a single employee request while protecting privacy and providing a consistent AI-assisted support experience.

Why conversations are one-to-one

The Outlook channel is designed for individual employee requests rather than group discussions.

Using one employee and one shared mailbox helps:

• Protect employee information.
• Keep conversations focused on a single request.
• Maintain a consistent conversation history.
• Ensure the AI Assistant responds to the correct employee.

How conversations start

A conversation starts when:

• An employee sends an email to one connected shared mailbox.
• The shared mailbox is the only recipient in the To field.
• The employee continues the conversation by replying in the same email thread.

Additional recipients

If an employee includes other recipients in an email, Applaud continues the conversation with the original sender only.

The reply:

• Removes other recipients from the response.
• Explains that the Outlook channel supports conversations with one employee at a time.
• Continues the conversation with the original sender.

Multiple connected mailboxes

An email can start only one AI-assisted conversation.

If an employee sends the same email to multiple connected shared mailboxes, Applaud doesn't process the request. Instead, one mailbox sends a message asking the employee to resend the email to a single connected mailbox.

Recommendations

To help ensure requests are processed successfully, employees should:

• Send email from the work address associated with their Applaud account.
• Send each request to only one connected shared mailbox.
• Leave the Cc and Bcc fields empty.

Examples

Next steps

• Use case: Submit an emergency dental claim through the Outlook channel

Reference

• Outlook: Filtering and safety rules