Email classification and routing, automated
Stop triaging a shared inbox by hand. We build you a private tool that reads every incoming message, works out what it is and who needs it, routes it, and drafts the obvious replies for approval.
The problem with manual inbox triage
Someone reads everything
A person opens every message just to decide who should handle it — before any actual work happens.
Urgent gets buried
A cancellation or outage report sits behind fifty newsletters and supplier notices until someone scrolls far enough.
Handoffs go wrong
Messages get forwarded to the wrong team, answered twice, or quietly dropped when the inbox owner is away.
How the automation works
One tool in your dashboard, backed by a pipeline we tune against a sample of your own email before it goes live.
1. Watch the inbox
The automation connects to your shared mailbox and picks up each new message as it arrives, with attachments intact.
2. Classify intent
An AI step reads the message and assigns your categories, an urgency level and the customer or supplier it relates to.
3. Route it
Messages are labelled, filed and pushed to the right team, queue, helpdesk ticket or Slack channel automatically.
4. Draft the reply
For common questions it drafts an on-brand response from your templates and leaves it for a human to approve and send.
Inputs and outputs
What you provide
- Access to the shared mailbox (Gmail, Microsoft 365 or IMAP)
- Your category list and what counts as urgent
- Optional: reply templates or a knowledge base for drafting
- Optional: helpdesk, CRM or Slack destination
What you get back
- Category and urgency label on every message
- Routing to the correct team, queue or ticket
- Extracted sender, account and order or invoice references
- Draft replies queued for human approval
- Review flag on anything the classifier is unsure about
Email classification questions
Which mailboxes can be connected?
Gmail and Google Workspace, Microsoft 365 and Outlook, or any mailbox that supports IMAP. Shared inboxes such as support@ or info@ are the most common starting point.
How are the categories decided?
You define them. Most teams start with something like support, sales, billing, supplier and spam, plus an urgency flag. We tune the classifier against a sample of your real email before handover.
Can it reply automatically?
It can draft replies from your own templates and knowledge, but the default is human approval. Fully automatic replies are only enabled for categories you explicitly trust.
What happens to email it is unsure about?
Low-confidence messages are labelled for review rather than routed silently, so nothing important disappears into the wrong queue.
Does it work with our helpdesk?
Yes. Classified messages can be pushed into helpdesks and CRMs such as Zendesk, Freshdesk, HubSpot or a Slack channel, with the category and urgency attached.
Get inbox triage built for your team
Send us your categories and a sample of real messages. We build the tool, tune it against your email and hand it over in your dashboard.