A Voice Assistant Built for Operational Work
HEIDI is a real-time voice assistant grounded in your Operational Knowledge — not a generic consumer PA. Ask by voice to navigate apps, query approved documents, prepare meeting briefs, highlight UI elements, and trigger workflow skills. Sensitive actions stay approval-gated.
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Selected email
Customer A
Technical question — Product X
Document grounded reply
Voice command
“HEIDI, summarize urgent emails and prepare replies for approval.”
HEIDI prepares the draft, surfaces sources, and waits for human approval before sending or triggering follow-up actions.
What is the HEIDI voice assistant?
The HEIDI voice assistant is a real-time, knowledge-grounded voice interface for business operations. Users speak naturally to query Operational Knowledge, navigate applications, prepare meeting briefs, highlight UI elements, and trigger configured workflow skills — with human approval required before sensitive actions execute.
Capabilities
What you can do with HEIDI
Knowledge-grounded answers
Responses draw from approved manuals, SOPs, and operational maps — with sources visible.
App navigation by voice
Walk through processes step by step without hunting through menus.
Workflow skill triggers
Voice can start configured automations — approvals apply before anything sensitive runs.
UI highlighting & guidance
HEIDI can highlight elements on screen and guide users through forms and workflows.
Approval-gated actions
Voice triggers are designed to respect the same approval rules as the rest of the platform.
Use cases
Where teams apply HEIDI
Real workflows that benefit from visual design, automation, and governance.
Walk through the contractor onboarding SOP
HEIDI navigates the process and answers questions from the approved handbook — hands-free.
Summarise a process and where approvals happen
Ask HEIDI to explain a workflow, its steps, and which gates require human sign-off.
Prepare a meeting brief for Customer A at 10:00
HEIDI gathers thread context, related documents, and open items — ready for your review before the call.
Highlight where to enter the PO number
With screen awareness enabled, HEIDI points to the right field on the form you are viewing.
What can you do in this workspace?
A fast orientation question — HEIDI explains available skills, knowledge sources, and how to get started.
How it works
From chaos to clarity in 5 steps
Speak naturally
Real-time speech capture with live transcription — no rigid command syntax.
Ground in your knowledge
HEIDI queries Operational Knowledge and configured skills before responding.
See the screen when shared
With screen awareness enabled, HEIDI understands what is visible on your display.
Propose the next action
Summaries, drafts, navigation steps, or workflow triggers — prepared for review.
Act with approval
Sensitive actions wait for human approval before executing.
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)
Treating voice like a consumer smart speaker
Consumer assistants lack operational knowledge, approval gates, and audit trails.
Use a voice assistant designed for business operations with grounded knowledge and governance.
Expecting voice to auto-send or auto-click without review
Unreviewed voice actions are how operational AI projects fail in regulated environments.
Configure approval gates for sensitive skills and keep humans in the loop.
Meeting prep by voice
Before a customer call or internal review, leaders need context fast — not another tab to hunt through.
Ask HEIDI to prepare a meeting brief: who is on the call, what threads are open, which documents apply, and what decisions are pending. HEIDI gathers context from Operational Knowledge and connected systems, then presents a structured brief for your review.
Meeting prep stays review-required — HEIDI prepares the brief; you decide what to use. For inbox-heavy prep, see Executive priority inbox. For hands-free morning briefings, see Voice morning briefing.
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.
Is HEIDI a consumer voice assistant?+
No. HEIDI is designed for business operations — grounded in Operational Knowledge, with approval gates and audit-friendly records.
Can HEIDI prepare meeting briefs?+
Yes. Ask HEIDI to gather context for an upcoming meeting — threads, documents, and open items — for your review before the call.
Does voice send emails or click buttons automatically?+
Sensitive actions require human approval by default. Voice can propose and prepare; execution follows your configured approval rules.
What skills can HEIDI use by voice?+
Configured skills include knowledge base queries, app navigation, workflow actions, UI highlighting, and screen awareness when enabled.
How is this different from the voice email assistant?+
This page covers HEIDI as a general operational voice assistant. The voice email assistant focuses specifically on inbox commands inside Email Automation.
Where do I start?+
Book a demo to see HEIDI voice in your operational context, or explore the HEIDI platform page.
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.