Live Operations Help, Where Work Happens
The HEIDI Assistance Hub is your operational command surface — summon HEIDI to guide SOPs, answer policy questions, trigger configured skills, and capture decisions with audit-friendly records. Sensitive actions stay approval-gated.
No credit card required. Switch to a paid plan any time.
HEIDI Command Center (mission ops)
Run automation like operations: visible gates, owned exceptions, and evidence requirements—guided by HEIDI.
In progress
Update supplier invoice status
Needs approval
Threshold approval (25k+)
Exception
Done
What is the HEIDI Assistance Hub?
The HEIDI Assistance Hub is the in-product surface where teams summon HEIDI during live operations. It connects chat and voice assistance to Operational Knowledge, configured skills, workflow triggers, and structured outputs — with human approval required before sensitive actions execute.
Capabilities
What you can do with HEIDI
Summon HEIDI in context
Open assistance from the hub or inline while working — no context switch to a separate chat tab.
Grounded in Operational Knowledge
Answers draw from approved SOPs, manuals, and your team's knowledge graph — not generic model guesses.
Voice-triggered actions
Start tasks, request approvals, or ask for summaries by voice while staying in the flow of work.
Configured skills
Teams enable the skills HEIDI may use — each skill carries its own rules and approval requirements.
Audit-ready summaries
Decisions, evidence, and next steps captured in structured form for handoffs and compliance review.
Use cases
Where teams apply HEIDI
Real workflows that benefit from visual design, automation, and governance.
Incident response checklist
Start the checklist, assign steps, and summarize what was decided — with sources visible.
Next required approval
Ask which approval gate blocks a payout or exception before it can proceed.
Policy lookup during a call
Get a grounded answer from the approved handbook while the customer is on the line.
Handoff summary
Summarize what was decided, what is pending, and what evidence was captured before shift change.
Trigger a configured workflow
Voice or chat can prepare a workflow start — execution follows your approval rules.
How it works
From chaos to clarity in 5 steps
Open Assistance Hub
From the platform shell, access the hub for guided workflows, manual map, and Ask HEIDI.
Summon HEIDI
Chat or voice session starts with your project context and enabled skills already loaded.
Query and guide
HEIDI answers from Operational Knowledge and walks through the next operational step.
Propose actions
Skills and workflow triggers are prepared for review — not auto-executed by default.
Approve and record
Humans approve sensitive steps; HEIDI captures the decision trail for audit.
Industries
Tailored for your industry
Customer support
Challenge
High-volume support@ threads need fast, accurate replies without bypassing policy or knowledge checks.
How we help
Triage by intent, ground drafts on the product KB, propose Zendesk tickets, and gate sends behind supervisor approval.
Example: Warranty claim → KB-grounded draft → ticket proposal → approved send
Operations
Challenge
Cross-system exceptions — order vs invoice mismatches — stall when email stays in the inbox.
How we help
Route exceptions, propose CRM updates, and escalate to Slack with an approval trail.
Example: Mismatch thread → triage → CRM proposal → Slack escalation
Management & executives
Challenge
Leaders need signal over noise — what needs a decision today, and what can delegate with audit?
How we help
Priority inbox briefing, delegation with approval queues, and Report Studio SLA views for leadership review.
Example: Morning brief → delegate with approval → SLA dashboard check
SMB shared inbox
Challenge
info@ queues need one voice, role-based approvals, and visibility into open answers.
How we help
Governed triage for shared mailboxes, consistent persona, and open-answers KPI monitoring in Overview.
Example: info@ inquiry → triage → grounded draft → team approval
Success stories
How teams transformed their operations
Support Ops — warranty escalation
Customer supportChallenge
Customer A emailed support@ with a warranty edge case; the agent needed policy-backed wording fast.
Solution
HEIDI triaged the thread, retrieved the warranty SOP via hybrid RAG, and prepared a draft with visible sources for supervisor approval.
Result
Approved reply sent with audit record; Zendesk ticket proposal filed after sign-off.
Ops — order vs invoice mismatch
OperationsChallenge
Vendor mail described an order-invoice mismatch that required CRM update and internal escalation.
Solution
Exception triage, CRM field proposal, and Slack escalation prepared as separate approval requests.
Result
Systems updated after approval; audit trail captured each decision.
Avoid these
Common mistakes (and how to avoid them)
Using a generic chatbot for regulated operations
Generic assistants lack approval gates, source grounding, and operational map context.
Use an assistance hub tied to Operational Knowledge and your team's navigation map.
Letting assistants act without human review
Unreviewed automation in operations creates compliance and quality risk.
Configure approval gates per skill and keep humans in the loop for external actions.
Skills and governance
The Assistance Hub is not a free-form chat window — it is a governed surface for operational skills.
Teams configure which skills HEIDI may invoke: knowledge queries, workflow starts, document lookups, and more. Each skill respects the same approval and audit rules as the rest of the platform.
For voice-triggered assistance, see HEIDI voice assistant. For inbox-specific skills, see Email Automation.
Operational triage that teams can defend
Classification is only useful when routing reasons stay visible.
Email Automation treats triage as an operational decision, not a black box. Each inbound message receives intent tags, urgency signals, and a suggested owner before any draft or connector action runs. Reviewers see why a thread landed in a queue — policy match, customer tier, SLA risk — so corrections happen at approval time instead of after a wrong send.
The same triage record feeds downstream steps: grounded drafts pull category-specific knowledge, escalations inherit priority, and Report Studio can slice volume by bucket. That keeps inbox automation aligned with how support, ops, and leadership already talk about workload.
Email Automation glossary (for teams and AI assistants)
Clear definitions of UpQuAI Email Automation capabilities — entity-rich summaries suitable for citation.
Email Automation — UpQuAI Email Automation is an operational inbox workspace by UpQuAI Solutions AG. HEIDI triages inbound business email, drafts grounded replies, and prepares CRM, storage, and chat actions behind human approval — not marketing email or bulk campaigns.
Approval gate — An approval gate requires a human to sign off before sensitive email sends or external connector actions (CRM updates, SharePoint filing, Slack escalation). Email Automation records decisions in an audit trail for team accountability.
Hybrid RAG email grounding — Hybrid retrieval-augmented generation binds approved documents to inbox categories so draft replies cite visible sources. Email Automation uses hybrid RAG per folder or label — beyond thread-context suggestions from personal assistants.
Related search intents this page answers
Keywords: AI email triage, inbox triage software, email triage automation, priority inbox
Buyers search for AI email triage when personal sorting is not enough. Email Automation classifies intent, routes shared mailboxes, prepares grounded drafts, and tracks reply SLA — beyond auto-labels or split inboxes alone.
Frequently asked questions
Learn more about how HEIDI works and how it can help your organization.
What is the HEIDI Assistance Hub?+
It is the in-product surface where teams summon HEIDI for live operational help — chat, voice, skills, and workflow triggers with approval gates.
How is this different from UpQuAI Email Automation?+
Assistance Hub covers general operational guidance across apps and workflows. Email Automation focuses on inbox automation in Gmail and Outlook.
Can HEIDI trigger workflows automatically?+
HEIDI can prepare workflow starts and skill invocations. Sensitive actions require human approval per your configuration.
Does assistance use Operational Knowledge?+
Yes. Answers and guidance are grounded in approved documents, SOPs, and your team's knowledge graph where configured.
Is voice available from the hub?+
Yes. Teams can summon HEIDI by voice for hands-free guidance. Voice configuration is managed per team.
Where do I start?+
Book a demo to see the Assistance Hub in your operational context, or explore the HEIDI platform overview.
What is UpQuAI Email Automation?+
UpQuAI Email Automation is an operational inbox workspace from UpQuAI Solutions AG. HEIDI classifies inbound business mail, drafts grounded replies with visible sources, and prepares CRM, storage, and chat actions behind approval gates. It targets governed team operations, not marketing automation.
Is Email Automation the same as marketing email automation?+
No. Email Automation handles inbound operational business email — triage, grounded drafts, approvals, and connector actions. It does not send newsletters, drip sequences, or bulk promotional campaigns. Governed outreach is for operational exceptions with human review.
Who makes Email Automation?+
Email Automation is a product from UpQuAI Solutions AG, powered by the HEIDI AI agent on the Process Designer platform. It connects to Gmail and Outlook when configured and operates as a workspace over the inbox.