How the AI assistant handles each type of email
The assistant reads every new email that arrives in the Selskaber inbox, works out what it is about, performs the matching work in HubSpot, and marks the email with a category in Outlook — so the team can see at a glance what happened to it, and whether anything still needs a person.
The categories you will see in Outlook
Every email the assistant handles gets one of these three categories. They are the quickest way to see the outcome. The assistant adds its category — any category the team has already put on an email is kept.
Handled. The assistant completed its work — the email is on the customer's deal, and any task or stage change has been made. Nothing is needed from the team.
Filed for awareness. Used for agreement copies and fripolice notices — the email and its documents are filed on the customer's deal so the team can review them when relevant.
A person is needed. The assistant deliberately stopped — the email asks something of the team, is unclear, or the customer could not be identified with certainty. Nothing was changed in HubSpot.
Note on colours: “Kræver manuel gennemgang” is its own orange category, created specifically for the assistant. It is deliberately not the team's existing “Rød kategori”, so the assistant can never be confused with a label someone has set by hand.
How the assistant identifies the customer
Emails from providers (Nordea Pension, Velliv, AP Pension …) come from the provider's own address, so the customer has to be found from the content of the email. The assistant tries three ways, in this order:
Full CPR number
If the email contains a complete CPR number (e.g. 070872-2332), the assistant looks up the deal with exactly that CPR.
Birth date + name
If the CPR is only partly shown (e.g. 100976-XXXX), it finds the deals with that birth date and requires the customer's name to match exactly one of them.
The sender's address
Only for fortrydelse emails written by the customer themselves: the sender's email address is matched to a contact in HubSpot and their deal.
The fail-safe rule: if these do not produce exactly one certain match, the assistant changes nothing in HubSpot. The email is marked Kræver manuel gennemgang and an internal alert is raised so the case can be handled and the email re-run afterwards. It never chooses between two possible customers.
On every recognised email: the email itself is attached to the customer's deal and contact in HubSpot, so the history is visible on the customer's own records instead of only under the provider's contact. Any PDF attachments are also saved in the shared policy-document folder.
The flows — what happens for each type of email
One card per type. The grey row on each card shows what these emails typically look like in the inbox.
Afvisning — a company rejects a transfer
- Reads the rejection and matches it to one of the 7 known reasons (table below).
- Finds the customer's deal and attaches the email to the deal and contact.
- Checks whether an open task already exists for this deal in that reason's queue — if it does, no second task is created (the email is still filed and marked green).
- Creates a To-Do task in the matching Kø “Afvisning – <reason>”, assigned to administration, and due 7 days after the email arrived. The task text starts with a “DDMMYY ROBOT” tag — so the team can see immediately that it was created automatically — followed by the subject and the email content.
- Marks the email Grøn kategori. The deal stage is not changed.
| Reason | What the company is saying | Task goes to queue |
|---|---|---|
| Indbetaling | Payments are still being made into the scheme | Afvisning – Indbetaling |
| Mægler | Another broker or provider administers the scheme — an opsigelse is needed first | Afvisning – Mægler |
| Forsikring | The account is tied to an insurance | Afvisning – Forsikring |
| På helbred | A health-related obstacle | Afvisning – På helbred |
| Obl. Ordning/CVR | An obligatory company scheme that cannot be moved to a private one | Afvisning – Obl. Ordning/CVR |
| Depot findes ikke | There is no value or account to transfer | Afvisning – Depot findes ikke |
| Depot ej tomt | The account is not empty | Afvisning – Depot ej tomt |
Fortrydelse — the customer has regretted the transfer
- Recognises from the text that the transfer stopped because the customer themselves withdrew — not because the company refused it.
- Finds the customer's deal (for emails written by the customer, also via the sender's address) and attaches the email to the deal and contact.
- Moves the deal to the stage Fortrydelse modtaget and sets Fortrydelsestype = “Via afvisning” and Dato for modt. fortrydelse = the date the email arrived.
- If the deal has an Underskriftsdato, it also sets “Fortrydelsesfrist overholdt?” — yes if the withdrawal came within 14 days of the signature date, otherwise no.
- Marks the email Grøn kategori.
Overførselsanmodning — an incoming transfer request
- Finds the customer's deal and attaches the email to the deal and contact.
- If the deal is in the stage AUM modtaget, it moves the deal to Opsigelse modtaget and sets Opsigelsestype = “Overførselsanmodning”, Opsagt til = the company the transfer comes from (e.g. Velliv), and the date the email arrived.
- If that company is not one of the options in the Opsagt til list, it is recorded as “Match Not Found” rather than guessed — so the team can correct it.
- Marks the email Grøn kategori.
Kopi af aftale / fripolice — an agreement copy or paid-up notice
- Recognises this as a status document — not a rejection, and nothing that needs a reply.
- Finds the customer's deal and attaches the email to the deal and contact.
- Saves any PDF (the agreement or letter) in the shared policy-document folder and files it on the deal.
- Marks the email Gul kategori — filed, for the team's awareness. No stage change.
Oprettelse — a new pension scheme has been created
- These messages need no change to the deal.
- If the customer can be identified, the email is attached to their deal and contact for the record.
- Marks the email Grøn kategori either way — nothing else in HubSpot is touched.
Automatic replies and pure information
- Recognises the email as an automatic acknowledgement, or information that asks nothing of the team.
- Marks it Grøn kategori. Nothing is created or changed in HubSpot.
Manual review — a person is needed
- The assistant recognises that this email needs a human decision or a reply — for example the company asks a question, requests documents, gives several conflicting obstacles at once, or the assistant is simply not confident enough about what the email is.
- It changes nothing in HubSpot and marks the email Kræver manuel gennemgang.
- The team reads and handles the email exactly as before the assistant existed.
§41 Modtaget and “Aftale for …” — handled by the document robot
- These emails are deliberately left to the existing document robot, which already files the policy documents, counts the received transfers and moves the AUM stages.
- The AI assistant recognises them and steps aside — so every email is handled by exactly one robot, never by both.
What the assistant never does
The limits matter as much as the flows.
- Never replies to or sends emails. It only reads, files and organises — all communication stays with the team.
- Never deletes or moves emails. The inbox stays as it is; the only visible change is the category.
- Never removes the team's own categories. It adds its category alongside anything already set by hand.
- Never guesses the customer. Anything short of exactly one certain match goes to manual review, and nothing is changed.
- Never acts twice on the same email. A re-delivered email, an existing open task, or a fortrydelse already registered is recognised and skipped.
- Never decides in unclear cases. Questions, unusual reasons and mixed cases always go to a person.