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Almost every organisation has a shared inbox where everything ends up: info@, planning@, accounts@.
Everyone looks at it now and then, nobody owns it, and that is exactly where things get left.
Inbox Triage reads what comes in, works out what it is about and passes it to the person or system it belongs with.
What it does, step by step
- Read the messageSubject, sender, content and attachments.
- Determine the categoryQuote request, invoice, job application, complaint, supplier or noise.
- Handle what it canAnswer standard questions, confirm receipt or pass it on to the right system.
- AssignTo the person or team responsible, with a short summary.
- Keep watchWhatever is left lying comes back on the list instead of sinking out of sight.
Works with these systems
Teams
Slack
- APIs
- Databases
Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.
What runs automatically and what does not
You stay in control.
Not every decision should be made automatically. For each workflow, we set out:
- What can happen automatically.
- What is put forward for approval first.
- When a person is brought in.
- What information is stored.
- How actions are logged.
Is this a fit for your organisation?
A good fit if
- Organisations with one or more shared inboxes.
- Companies where messages regularly get left.
- Situations where several departments share the same inbox.
Less of a fit if
- Personal mailboxes: those belong to the person.
- Organisations without agreements on who is responsible for what.
What it can deliver
- Messages with the right person the same day.
- Fewer things falling through the cracks.
- Insight into what comes in through that inbox.
Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.
Frequently asked questions
Can an AI employee manage a shared inbox?
Yes, and it is one of the applications that pays off fastest, because a shared inbox belongs to nobody and so things get left. It sorts, handles what is clear-cut and assigns the rest.
Does it also read personal mailboxes?
No. That is a line we deliberately keep firm: a personal mailbox belongs to the employee, and reading along in it is a privacy issue you do not want.
Does it reply to emails itself?
Only what is clear-cut: acknowledgements, standard questions and referrals. Anything that involves judgement goes to a person with a suggested reply.
What happens to attachments such as invoices or CVs?
They can go straight to the right system: an invoice to accounts, an application to the ATS. That removes the step where it usually goes wrong, namely forwarding by hand.
How do you prevent something being filed in the wrong place?
By not choosing when in doubt. A message it cannot place with certainty goes to a named person instead of to a guess. And everything stays findable in the inbox itself.
How to put this to work
- 1A short callTogether we look at your process and your systems, and whether this task is the best place to start.
- 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
- 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.