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GPTfy - Salesforce Native AI Platform

Personal Emails. Seconds, Not Minutes.

GPTfy reads Health Cloud case history and drafts context-aware patient follow-up emails — personalized, empathetic, and ready to send in seconds.

Health insurance support teams shouldn't choose between a personalized patient email and a fast one. GPTfy reads the full case conversation history in Health Cloud, anonymizes patient data, and generates a context-aware follow-up email draft in seconds — giving care staff a strong starting point without the grunt work.

What this demo covers

Context-Aware Email Drafting

  • AI reads the entire case conversation history to draft an email grounded in patient context.
  • The draft references the specific condition, coverage questions, and prior exchanges — not a template.

Editable Starting Point

  • The AI draft is a starting point — care staff can refine tone, add specifics, or adjust recommendations.
  • Send directly from Salesforce or copy to Gmail or Outlook with one click.

PII Anonymization Before AI

  • Patient identifiers are stripped from case content before it leaves Salesforce.
  • Raw data stays in your org; only sanitized case context reaches the AI provider.

Prompt Configuration

  • The Follow Up Email prompt is configured in Salesforce and can be adapted by your admin.
  • Different prompts can be set up for different case types — coverage inquiries, lifestyle questions, plan changes.

Use this video when

A care team member needs to reply to a patient's multi-email inquiry without spending time writing from scratch

A health insurance support agent handles high case volume and needs to maintain personalization at scale

A coordinator follows up with a patient about care plan lifestyle options without consulting a generic template

A team lead ensures consistent, empathetic communication across a team that has variable writing skills

A case handler prefers to send patient emails from Outlook and copies the AI draft with one click

An admin configures multiple email prompt types to match different categories of patient inquiry

Frequently asked questions

Health insurance support teams face a constant tradeoff: generic email templates are fast but impersonal, while writing emails from scratch is personalized but slow. Neither option fully serves the patient or the team. GPTfy eliminates that tradeoff by generating a personalized, context-aware email draft from the existing case history — giving staff a strong starting point in seconds.

GPTfy reads all case comments and email history on the Health Cloud case, anonymizes any patient identifiers, and runs a Follow Up Email prompt against that context. The AI returns a draft email that references the specific conversation history — including the patient's condition, their questions, and the coverage discussions so far — rather than defaulting to a generic template.

Yes. The AI output is a starting point, not a final message. Care staff can review and edit the draft inside Salesforce before sending, adjusting details like specific lifestyle recommendations or plan-specific coverage information. If the team prefers to send from Gmail or Outlook instead, they can copy the draft to the clipboard with one click and paste it into their email client.

Yes. GPTfy anonymizes personally identifiable information from the case before any content is sent to an AI provider. Patient names, contact details, and health identifiers are stripped within Salesforce before the case context reaches the model. The raw data stays in your Health Cloud environment.

Yes. The demo shows a case that is already several emails deep — a patient inquiring about care plans for diabetes and pulmonary disease, now asking about lifestyle choices that can accompany the plan. GPTfy reads the full conversation history and generates a follow-up email that is grounded in all of that context, not just the most recent message.

Yes. Once the AI generates the email draft, care staff can click the email button in Salesforce to open a compose window with the draft pre-loaded. They can refine it there and send directly from Health Cloud. Alternatively, they can use the clipboard button to copy the draft and send from their preferred external email client.

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Video transcript
So we're working on a support team for health insurance. You'll often be in contact with patients who have questions about your coverage options. In this case, Charles Green is inquiring about potential care plans that can cover his diabetes and pulmonary disease via email. This conversation is a few emails deep already, and he's now asking about additional lifestyle choices to accompany his care plan — and if there's anything the team can do from their end to support that. In writing a follow-up email for this, you typically have one of two options. On one hand, you can follow an email template, which can be very restrictive. It doesn't follow any unique context that this case has, and it can come off as generic and impersonal. On the other hand, you can write your own follow-up email from scratch, which while more personalized, it's more time consuming than using a template because you have no starting point. A lot of time gets spent deliberating things like word choice, word order, tone, and length. So you end up having to choose between quality service with a personalized email or saving time with a template. However, with the help of AI, we can get the best of both worlds. What AI can do is look at all these case comments and write a personalized email using all of that context. So we're going to select this Follow Up Email prompt and run GPTfy. It's going to take the information on this case, anonymize it, then send it over to AI. And now we have a very good starting place for a follow-up email that is rooted in the context of this conversation so far. We can now click on the email button and modify this however we want. For example, we can fine-tune this email to make it more accurate to the type of support we can offer the patients — like the type of lifestyle choices that can accompany the diabetes and pulmonary disease. Now, if you don't want to send this in Salesforce, but in your own email such as Gmail or Outlook, you can click the clipboard button and then paste this into your email body and move the subject line. And just like that we were able to write a personalized follow-up email in a matter of seconds without needing to sacrifice the quality of service. This is just one of many ways you can cut down on the time spent on grunt work in Health Cloud so that you can spend more time getting patients the support that they need.

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Last updated: February 2026