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Use Case
We build AI triage systems that read every inbound email, classify it by intent, route it to the right queue, and generate a draft response, all before a human opens the inbox. Your team reviews and sends rather than reading, categorising, and composing from scratch.
The system escalates anything that breaches your SLA, flags high-priority signals automatically, and handles the common queries that take time but require no judgment. Your team focuses on the emails that actually need a human.
Tell us about your inbox problem.
Six components that handle the full email workflow, from ingestion through routing, drafting, and SLA enforcement.
Connects to Gmail or Outlook via API. Reads every inbound email as it arrives, no polling delay, no manual monitoring of a shared inbox.
Assigns each email to a category your team defines: support request, billing question, cancellation, sales inquiry, complaint, vendor communication, or other. New categories can be added without retraining.
Each email gets a priority score based on content signals: words like 'cancel', 'urgent', or 'legal' raise the score. SLA timers start from the moment of ingestion.
Classified emails route to the right team queue: support, billing, sales, or operations. High-priority emails flag the on-call team immediately via Slack or SMS.
The AI drafts a response for each email using your tone guidelines, past responses as reference, and the specific context of the inquiry. A human reviews and sends, or auto-send rules handle the most common query types.
If an email hasn't received a response within your SLA window, the system escalates automatically, alerting the team lead and logging the breach for reporting.
From email arrival to sent response or escalation, the full sequence.
Email arrives in inbox
The system detects the new email via Gmail or Outlook API within seconds of arrival. No polling interval. It processes as fast as your email provider delivers.
Classify intent
The AI reads the full email thread (not just the subject line) and assigns it to the closest category from your taxonomy. Confidence is logged alongside the classification.
Score priority
Priority is set based on content signals, sender history, and any rules you define (e.g., emails from enterprise accounts are always high priority). The SLA timer starts.
Route to queue
The email appears in the right team queue with classification and priority pre-populated. High-priority items trigger an immediate Slack alert to the queue owner.
Generate draft response
A draft response is created and attached to the email in the queue. The human reviewer edits or approves, or the system auto-sends for email types that match your auto-send rules.
Escalate if SLA exceeded
If no response is sent before the SLA window closes, the system escalates to a team lead, sends a second alert, and logs the breach in your reporting dashboard.
The right fit is a team with consistent inbound email volume and a repeatable set of email types they handle.
Most of those emails fall into five or six categories. The AI handles classification, routing, and draft generation so your agents respond faster with less context-switching.
Inbound sales emails that sit for hours lose deals. The AI classifies and prioritizes so your SDRs see qualified purchase inquiries at the top of the queue, not buried under general questions.
Purchase order confirmations, invoice disputes, delivery updates, and compliance requests all arrive by email. The AI routes each one to the right person before it gets lost in a shared inbox.
Not every inbox problem needs an AI triage system.
Fewer than 20 emails per day per team
At very low volume the overhead of maintaining the system and the classification taxonomy isn't worth it. A well-organized shared inbox with filters handles that volume fine.
Teams without a clear taxonomy of email types
The classification engine needs a defined set of categories. If your team can't agree on five to ten email types that cover 90% of your volume, the classification model won't produce useful routing.
Tell us your daily email volume, which platform you use, and the types of emails your team handles. We’ll reply within one business day with a rough scope and price range.