Introduction
FacilityBot now includes a beta feature called Smart Email Parsing, powered by Generative AI. This feature improves how email requests are processed by automatically classifying them based on their content and intelligently populating form fields—no manual data entry needed.
When enabled, Smart Email Parsing allows FacilityBot to interpret natural language emails, classify them under the most suitable Request Type, and pre-fill relevant fields, reducing the need for follow-up and speeding up resolution.
To enable Smart Email Parsing, log into the FacilityBot Manager Portal.
- Navigate to Settings, then Channels
- Scroll down and click Set-up Email
- Toggle the option: Smart Email Parsing (Powered by Generative AI).
- (Optional) Enter Additional Prompt Instructions to customize the AI behavior. Then click Save.
Example prompt:
“All emails from grayavelino00@gmail.com should have a Name = Gray, Phone Number = 09051234567, Email Address = grayavelino00@gmail.com”
What Happens When an Email is Received
If Smart Email Parsing is toggled ON:
- FacilityBot will use Generative AI to:
- Classify the email based on the most relevant Request Type available in your system.
- Populate fields within the selected Request Type based on the email content.
Supported field types include:
- Description
- Short Answer
- Single Choice
- Multiple Choice
- Single Choice Dropdown
- Multiple Choice Dropdown
- Date / Time
- Toggle (Yes / No)
If a matching Request Type cannot be confidently determined—or if compulsory fields cannot be populated—the system will default to Fault Report classification.
Example
Email Subject: Room Cleaning Request
Email Body:
Request type: Room Cleaning Request
Room Number: Room 110
Is the room occupied at the moment? No
✅ Classified as: Request Type = Room Cleaning Request
✅ Fields populated:
Since we added the prompt instructing the AI that ‘All emails from grayavelino00@gmail.com should have Name = Gray, Phone Number = 09051234567, and Email Address = grayavelino00@gmail.com,’ the fields for Name, Phone Number, and Email Address are now being automatically filled out.
Notes and Best Practices
- Emails must be plain-text and freshly composed.
- HTML-rich content or forwarded emails may not be parsed properly.
- Maximum 5 image attachments supported.
- Non-image or large attachments (>10MB) are not supported.
- Character limit per email: 5,000 characters.
- Ensure field labels in the email body are clearly written to aid parsing.
Additional Prompt (Optional)
You can guide the Generative AI parser using custom prompt instructions, such as:
- Classifying specific senders into certain Request Types
- Prioritizing certain keywords or formats
- Overriding ambiguity in natural language input
Example: “If the subject contains ‘cleaning’, always classify as Request Type = Cleaning Request.”
When Will This Feature Be Useful?
This feature is ideal for organizations that:
- Handle high volumes of request emails
- Use structured Request Types
- Want to reduce manual triage and data entry
- Need faster and more accurate request creation
Limitations
- The feature is currently in beta. Results may vary depending on email format and language.
- Not all Request Types and field combinations are supported yet.
- Advanced validation rules within Request Types are not enforced at this stage.
