Email & cases
Qliva reads, understands, and handles incoming email using your knowledge, rules, and systems. Automate what you are comfortable with – and let your team review or take over the rest.
Start with an address you already use. No new email provider is required.
Email & cases
Qliva can understand different types of incoming cases, use the right knowledge or system data, and determine the next step based on your rules.
What is the delivery time for the HX-220 model?
Source usedProduct catalogue · HX series
Standard delivery time is 3–5 business days for models in stock.
Can be sent automaticallyPermitted case type · rule matched
Where is my order 10482?
System usedOrder provider · delivery status
Order 10482 was dispatched yesterday and is expected to arrive today. Here is your tracking link.
Autopilot allowedLive data verified · rule matched
The product stopped working after two weeks. I have attached two images.
Information usedOrder data + 2 customer images
Thank you. I can see the order and the images. To proceed, we also need the serial number and an image of the rating plate.
Review requiredInformation missing · reviewed by a person
We need around 20 units for a new warehouse. Can you send us a price?
System usedCRM · Company and contact
Thank you for your enquiry. To prepare the right quote, we need the model, preferred delivery date, and installation address.
Lead created in CRMThe sales team receives the details for follow-up
Automation with control
Not every case needs to be handled in the same way.
Qliva can automate straightforward cases when the rules allow it, and hand sensitive, complex, or uncertain cases over to the team.
Incoming caseQliva assesses knowledge, data, and rules
Team inbox
All incoming cases are collected in a shared workspace where AI replies, statuses, and the team's work are kept in one place.
Erik Holm10:27 · till support@foretag.se
Where is my order 10482?
AI summaryThe customer is asking for the delivery status of order 10482. The order has been dispatched and is expected to arrive today.
Order 10482 was dispatched yesterday and is expected to arrive today. Here is your tracking link.
Kind regards, Customer ServiceSystems & automation
Some cases need current information or an actual action. Qliva can retrieve data from business systems and use it directly when handling the case.
Available data and actions depend on the systems and integrations that are configured.Where is my order?Retrieve order status → reply to customer
Can I get a copy of the invoice?Find invoice → relevant action
We would like a quote.Collect requirements → create lead
Can I reschedule my booking?Check booking information
Aftersales
Complaints often involve more than one question. Order data, images, product information, and additional details need to be brought together before anyone can make a decision.
Qliva can help structure all the information and suggest the next step. Your rules determine what can be automated, and the team can always review it.
Control
You decide which cases Qliva may handle automatically and when a person must review them.
Case types, policies, prohibited actions, and review requirements.
If information is missing or the reply is uncertain, the case is handed over according to your rules.
The original email, AI decision, draft, human edits, and sent replies are retained with timestamps.
TestcenterEmail & cases · Autopilot
Must containCurrent delivery status
−Must not containInvented delivery date
Workflow
AssignmentThe right person takes ownership.
snoozeSnoozeSet it aside until the right time.
labelTagsOrganise by type or subject.
timerSLASee what is at risk of becoming overdue.
archiveArchivingClose a case without losing its history.
bar_chartStatisticsTrack volume, response time, and workload in statistics and a daily report.
The Qliva platform
Email & cases uses the same knowledge engine as the AI assistant and the internal knowledge assistant. What you have already added can be reused in more parts of Qliva, depending on how the platform is configured.
Get started
Start with examples of the emails you receive today and decide how much Qliva should automate.
Talk to us about a demoYou do not need to change your email provider to get started.