Who it’s for: Businesses with 20–200 staff that run a shared inbox or take enquiries by email and web form
Inbox and enquiry triage with drafted replies
Sorts shared inboxes and web enquiries, pulls out the key details, routes each one to the right person and drafts a reply for them to approve.
The problem
A shared inbox or enquiry form is where work arrives unsorted. Someone reads each message, works out what it is, finds the order or account, decides who should handle it and writes a reply. The urgent ones sit among the routine ones, and quality depends on who happened to be watching the inbox that day.
What we build
- A workflow that reads each incoming message and classifies it, for example order query, quote request, complaint or supplier
- Extraction of the details that matter, such as order numbers, account names, dates and urgency, into a structured record
- Routing to the right person or team, with a drafted reply waiting for them to edit and approve
How it works
Your categories and rules
We agree the message types, the routing rules and the tone of reply with the people who run the inbox today. Where you already have standard replies, we use them.
A message arrives
From a shared mailbox, a web form or a helpdesk tool. We confirm the options for your systems during discovery, before we quote.
Classify, extract and look up
The system classifies the message, extracts the key details and looks up the matching order or account where your systems allow. Anything it is unsure about is marked, not guessed.
Route and draft
The record goes to the right person with a drafted reply. They edit and approve it, or take it over. Nothing is sent until a person approves it.
What it looks like
Illustrative example of an enquiry record for a fictional customer, J. Citizen, asking about a delivery for order SO-2291. The type is delivery enquiry, urgency is normal and it is routed to customer service. A drafted reply is waiting for approval and nothing is sent until a person approves it.
What you receive
- The working triage workflow, connected to your inbox or enquiry form
- Your categories, routing rules and reply wording, which you own and can change
- A test set of past messages, with results against it
- A one-page system description: what it reads, what it decides, where a person reviews and where it runs
- Training for the people who will use it, and a runbook
How we check accuracy
- A test set of your own past messages, sorted by the person who runs the inbox today
- A pass mark for classification and routing agreed with that person before go-live
- A shadow run alongside your usual process before anyone relies on it
- Regular quality checks against the same test set, reported to you
What changes
- Every message is sorted the same way, at any time of day
- The right person sees it first, with the details already pulled out
- Replies start as a draft built from your own wording and records, not a blank page
What stays with you
Every reply that goes out, and every decision about a customer, complaint or refund.
In practice
We build triage around how your team already works. The system is designed to sort and route messages consistently and to give your people a head start on the reply, not to talk to customers on its own.
Each build is fitted to your inbox, your systems and your wording, so the drafts sound like your business.
Questions
Does it reply to customers by itself?
No. It drafts a reply and a person approves it. Whether any category is ever sent automatically is your decision, and we would only discuss it after a long period of reliable results.
Which inboxes work best?
Shared inboxes and enquiry forms with a steady volume and a few clear message types. We confirm the fit during discovery.
Can it use our standard replies?
Yes. Your existing wording and tone become the basis for drafts, and the person approving can change them.
What if it routes something to the wrong person?
That person can send it on. How corrections feed back into the quality checks is agreed during discovery, and we measure routing on your test set before go-live.
Is this part of the retainer?
Yes. It’s one of the processes we can take on in a month, or a fixed-scope build if you prefer.
Where are the messages processed?
For client engagements we build on AWS in Australia (Sydney region where available); any exception only with your written agreement.
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