Overview

This document describes the full process from incoming ticket to resolution, based on the Cusmato implementation.

[Email in] → [Postduif webhook] → [Redis pending] → [First-contact AI] → [Outbox] → [Send] → [Completed]

Step 1: Incoming email

Tickets arrive via the Postduif webhook (Postal email infrastructure):

• Email — Webhook receives incoming email, stores in Redis
• Channel — Automatically determined (bolcom, demo, shopify, etc.) based on subject and reply-to
• Identification — Order ID, reply-to email or message_id as fallback

Automatic actions on receipt

1. Storage in Redis — Email data (subject, body, from, to, channelKey) is stored
2. Body cleaning — HTML/CSS is cleaned for AI processing
3. Product info — With EAN in subject: product data is retrieved
4. First-contact trigger — AI processing starts immediately after storage (asynchronous)

Step 2: First-contact AI

Immediately after storage, the AI pipeline starts (see AI model):

1. Language detection — Language of the message
2. Intent classification — refund, delivery, product_question, complaint, other
3. Sentiment analysis — positive, neutral, negative
4. RAG search — Relevant knowledge base documents
5. Response generation — Based on system prompt, onboarding data, RAG, optional tool calls
6. Auto-approval or review — Depending on configuration

Enrichment (where applicable)

For some channels (e.g. Bol.com with order ID), an enrichment_queue can be used:

• Retrieve order data
• Status: pending_ai_processing
• Then: ai_processing_queue → first-contact

Step 3: Outbox and approval

The generated response goes to the outbox:

• Auto-approval — At high confidence, the response is directly queued for sending
• Review — Otherwise it waits for human approval
• LLM approvals — Workflow for approving AI responses

Sending

After approval, the email is sent via the mail server. The ticket receives an outbox_expiry_marker for follow-up timing.

Step 4: Completed

The cron process-outbox periodically checks:

• When the expiry marker has expired → ticket moves from outbox to completed
• Billing is updated
• Ticket is archived

Step 5: Agent workflow (when manual)

When a ticket is handled manually or AI responses are adjusted:

1. Read the full context — Including conversation history from outbox
2. Adjust AI response — Or use quick-regenerate with feedback (see AI model)
3. Send — After approval
4. Jessica — For analysis and improvement of the AI system (see AI model - Jessica)

Closing

• Customer confirms the problem is resolved, or
• No response after agreed deadline
• Ticket moves to completed