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Email is the most complete channel in Lookfor. It supports both inbound automation (AI-powered replies to customer emails) and outbound campaigns (proactive sequences). This playbook covers both.

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Part 1: Inbound email automation

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What you’ll build

An Email MAS that handles incoming customer emails automatically: routing them to the right agents, looking up orders, processing returns, and escalating when needed.

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Setup

1

Connect your email

Follow the Email channel setup to connect via Gmail OAuth or Lookfor Subdomain.
2

Create an Email MAS

Go to Multi-Agent Systems > Create > Email and build your agent team. The Support Automation playbook has a detailed agent breakdown that works perfectly for email.Key difference for email: agents generate HTML email responses with proper formatting, greetings, and signatures.
3

Assign MAS and enable auto-reply

Go to Settings > Channels > Email, open your integration, and assign the MAS. Enable auto-reply. Toggle Activate inbound on.
4

Configure response delay

Set a response delay of 30 to 120 seconds for email. Unlike chat, instant email responses can feel unnatural. A short delay makes the AI response feel more human.
5

Set up a workflow

Create a workflow with the Assign to AI action and assign it to the On new conversation trigger. Without this, emails will arrive in the Inbox but won’t be automated.

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Email-specific agent instructions

Email agents should format responses as proper emails: 
You are the support agent for {shop.name}.

Format every response as a professional email:
- Start with "Hi {customer.firstName},"
- Include a brief acknowledgment of their message.
- Provide the answer with clear formatting.
- End with "Best regards, The {shop.name} Team"

Do not respond to emails from "no-reply" addresses.

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Workflows for email

  • Route by subject: If subject contains “wholesale”, route to your sales team.
  • Auto-label: Use AI labeling to categorize all emails automatically.
  • Spam filter: Move emails matching spam patterns to spam.
  • Route by sender: Use the sender_email condition to route emails from specific domains to specific teams.

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Part 2: Outbound email campaigns

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What you’ll build

An automated email sequence targeting a specific customer segment, with AI-personalized content.

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Setup

1

Create a Shopify segment

In Shopify Admin > Customers > Segments, create a segment. Examples:
  • Repeat buyers: Customers with 2+ orders.
  • Inactive customers: No purchase in 90 days.
  • High-value: Total spend over $500.
2

Create a campaign

Go to Campaigns > Create > Email. In the Settings tab:
  • Select your segment as the Source.
  • Add one or more email accounts as senders (approximately 30 emails/day per account).
  • Configure the schedule (Optimized is a good default for most campaigns).
3

Build your sequence

In the Sequence tab, create up to 4 email steps:Step 1 (Day 0): Introduction email with a personalized opener. Step 2 (Day 3): Follow-up with a specific value proposition. Step 3 (Day 7): Social proof or case study. Step 4 (Day 14): Final offer with an incentive.Use AI snippets to personalize each email per recipient. The AI can reference their order history, browsing behavior, and profile using tools like Get Customer Orders.
4

Configure reply handling

In Settings > Inbound:
  • Enable Auto-reply and assign an Email MAS to handle replies.
  • Set workflows for first reply and follow-up messages.
  • Set an inactivity timeout to auto-resolve stale conversations.
5

Launch

Review everything and click Launch. The campaign begins enrolling customers from your segment and sending emails according to your schedule.

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Campaign tips

  • Start small: Launch with a small segment first to test performance and review the AI-generated content.
  • Monitor replies: Campaign replies appear in the Inbox. Watch for patterns.
  • Iterate on AI snippets: Review what the AI generates and refine the instructions if the tone or content isn’t right.
  • Track analytics: Monitor delivery rate, reply rate, and completion rate in the Analytics tab.
  • Use the right schedule: Optimized schedule (weekdays, business hours) generally produces the best reply rates.

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Combining inbound + outbound

The most powerful email setup combines both:
  1. Outbound campaigns proactively reach customers.
  2. When customers reply, the Email MAS handles the conversation automatically.
  3. The conversation flows into the Inbox where your team can monitor and intervene if needed.
  4. Data extractors analyze resolved conversations for insights.
  5. Dashboard metrics show the overall impact.
This creates a fully automated, end-to-end email operation.