Solution · By problem
One shared inbox where everything lands together and nobody knows what’s theirs. That gets sorted on its own.
info@, sales@, support@: it all comes in mixed together —an urgent order, an invoice, a pushy salesperson, spam— and someone has to open each email just to decide whose it is and forward it. That manual triage gets automated: the system reads what comes in, classifies it and puts it in the right hands, instantly.
The problem
The problem isn’t how many emails come in. It’s that nobody has sorted them yet.
- The shared inbox (info@, sales@, support@) is a catch-all: orders, complaints, invoices, sales pitches and spam, all mixed together with no order of priority.
- Someone has to open each email just to decide whose it is and forward it —sorting work that resolves nothing but eats the whole day.
- The urgent stuff gets buried under the trivial: an angry customer waits the same as a newsletter, because nobody has separated the wheat from the chaff.
- Emails get misfiled or answered twice, because it’s never clear who owns what.
Cost of staying the same
Every misrouted email is a late reply, a customer bouncing between departments, or an important matter lost among hundreds. It shows up in no cost line: it shows up as “it slipped through the cracks” and as expensive people acting as manual sorters.
The solution
A system that reads incoming mail, classifies it and puts it where it belongs
- 1We define with you the categories that actually matter in your operation: type of matter (order, incident, invoice, sales, spam), urgency, and the department or person responsible.
- 2The system reads each incoming email —sender, subject and body—, understands what it’s about and tags it with its category and priority, without relying on rigid “if it contains word X” rules.
- 3It routes it automatically to the folder, person or department it belongs to, with the priority flagged. The urgent rises to the top; the noise gets set aside.
- 4We leave it measured and with a safety net: what % gets classified on its own, which borderline cases escalate to a person, and how much the time-to-the-right-hands drops.
What changes
What you stop losing
Mail stops passing through a human filter just to figure out whose it is: it comes in, gets classified and routed in seconds, at any hour.
Mechanism
The urgent stops getting buried under the trivial: priority is set by the system on each email, not by order of arrival.
Mechanism
Office workers spend around 28% of the workweek on email; sorting the inbox for you cuts into the slice of that time spent reading just to forward.
McKinsey Global Institute, “The Social Economy” (2012)
What we measure: % of emails classified without human intervention, category accuracy, time until the email reaches the right owner, and escalated cases.
What we measure
Spec sheet
- Work it removes
- opening each email in the shared inbox just to see whose it is
- Typical setup
- 2–3 weeks
- Input
- incoming email to a shared inbox (info@, sales@, support@)
- Output
- email classified by type and priority, and routed to the right owner
- Works with
- Google WorkspaceMicrosoft 365
- Can connect to
- Your shared inboxes and labels/foldersZendeskFreshdeskFrontHubSpot
- What we measure
- % of emails classified without interventioncategory accuracytime to the right ownerescalations
- Good fit for
- inboxes with reasonably clear categories and owners
- Not a fit for
- processes with no owners or defined classification criteria
See everything you can automate in Email and communications →
Frequently asked questions
They’re two different layers of the same problem. Classifying is the triage: it sorts the inbox, decides what each email is about, sets priority and sends it to the right owner —but it doesn’t write the reply. Automating replies is the next step: for certain types, it drafts and answers with your real data. Many companies start by classifying (taming the chaos is the urgent part) and then, on top of the already-clean categories, automate the reply to the ones that repeat. They can be built together or in phases.
That’s why the system doesn’t guess blindly: when it isn’t sure of a category, it flags it as uncertain and escalates it to a person rather than taking the risk. You start with oversight on the classifications and release autonomy only in the categories where accuracy is high and risk is low. And everything is measured: if something gets misclassified, you see it and the rule gets fixed —it doesn’t repeat.
Yes. It’s built on your Google Workspace or Microsoft 365 and on the shared inboxes, labels and folders you already have. We don’t ask you to switch email or stand up a new helpdesk: we connect what you use, drop the classification in the middle, and leave every email landing in its place, with its priority. If you route into a CRM or helpdesk, we connect that too.
Want it running in your business?
You’ve pinned the problem. We ship the fix and leave it measured.