Email automation and inbox triage
Cases disappear in the flood of mail and the customer notices before you do. We pre-sort and prepare the replies.
What people search for: automate email, sort the inbox, mail triage
The situation
The shared inbox is the real queue of the business, and nobody owns it.
Between the newsletters sits the enquiry that needed answering today.
Anyone back from holiday needs half a day to catch up.
What we build
/ 01
Pre-sort by case
Enquiry, order, complaint, invoice, advertising. Every mail gets a classification and lands with the person or in the folder where it belongs, urgency included.
/ 02
A reply draft with context
For the recurring cases a draft appears that knows the case: order number, last status, open question. Sending stays one click by a person.
/ 03
Nothing falls through
Anything left unanswered speaks up. Not as another mail to everyone, but as a list for the person responsible.
What we do not automate
The most honest part of any project. On the left, what a system can take over. On the right, what stays with a person.
| The system handles it | A person keeps it | |
|---|---|---|
| Sorting | Classify, prioritise, merge duplicates | Delete. Not even advertising |
| Replies | A draft for the standard case | Send to customers on its own |
| Complaints and cancellations | Detect and raise the priority | Answer them. A person does that |
| Attachments | Read and attach to the right case | Process payment-relevant files unchecked |
Common questions
- Does the AI read all our mail?
- It processes what you release, and that is a deliberate decision per mailbox. Personal mailboxes normally stay out of scope, shared mailboxes are the sensible start. What is processed belongs in the processing register, and where employee data is touched, in front of the works council.
- How much time does this realistically save?
- Classification lands at 50 to 80 percent, because it is a well-bounded task. Drafting replies saves less, because the checking remains. Do the maths yourself: the calculator takes your mail volume and your fully loaded cost and shows the formula.
- What happens to a mail that fits no pattern?
- It goes to a person unsorted, flagged as unclassifiable. A system that guesses when in doubt loses exactly the cases that matter, because the exception is rarely the standard case.
Where to start
Hand off the routine
For companies whose teams do the same motions every day.