Inbox Automation & Email Triage

Inbox automation that sorts, routes and drafts replies before anyone opens the email

Enquiries, orders, requests, complaints, documents and questions all land in the same shared inbox. AI reads each email, works out what it is and who it's for, links it to the right customer or case, and drafts the reply. Your team handles the conversations that need a person.

Find What You Can Automate See how it works

Works with Microsoft 365, Google Workspace and most help desks and shared inbox tools.

A common starting point within business process automation. Most processes start with an email, and we can automate what happens after it too.

Inbox, triaged

  1. Email arrives in the shared inboxAny sender, any wordingRead
  2. Sorted and prioritizedOrder change, urgentTriaged
  3. Linked to the customerCRM record and order foundMatched
  4. Routed with a drafted replyTo the right personReady

Anything unusual goes to your team to review first.

Your shared inbox is everyone's job and no one's

The day fills with sorting instead of answering, and the most important messages often wait the longest.

  • Reading every email to work out what it is and who should deal with it
  • Forwarding messages around the team and losing track of who replied
  • Looking up the customer, order or case before you can answer
  • Typing the same answers to the same questions every day
  • Saving attachments and copying details into other systems
  • Missing the urgent email buried under notifications and newsletters

Which emails can inbox automation handle?

  • Customer enquiries and quote requests
  • Order changes and delivery questions
  • Support requests and complaints
  • Supplier invoices, statements and remittances
  • Documents and forms clients send in
  • Booking and appointment requests
  • Account and billing questions
  • Internal requests and approvals
  • Notifications and newsletters, filed out of the way

If it arrives by email and follows a pattern, it can usually be triaged. We'll look at a sample of your inbox and tell you how much.

How does AI email triage work?

  1. Read

    Every incoming email and attachment is read as it arrives in your shared inbox or help desk.

  2. Classify

    AI works out what it is (an order change, a complaint, an invoice, a new enquiry) and how urgent it is.

  3. Link

    It finds the customer, order, case or account the email is about in your systems.

  4. Act

    Routine steps happen automatically: records are updated, attachments are filed and documents go on to be processed.

  5. Route

    The email goes to the right person or queue with a short summary, so nobody has to read the whole thread.

  6. Reply

    A reply is drafted in your tone for your team to check and send. Only simple replies you've approved go out on their own.

Our process: Audit → Identify → Build → Integrate → Improve. How we work

Inbox rules compared with AI email triage

Email triage means sorting incoming email by what it is, how urgent it is and who should handle it. Inbox rules can do some of that, as long as the sender and subject line never change.

Inbox rules and filters compared with AI email triage
Inbox rules and filtersAI email triage
Sorting by sender or keywordYesYes
Understanding what the email asks forNoYes, however it's worded
Finding the customer or order it's aboutNoLooks it up in your systems
Handling attachmentsSaves them, at bestReads them and passes them on
Drafting a replyFixed templatesA draft based on the email and your records
New kinds of emailA new rule every timeRecognized, or flagged for a person

If simple rules are enough for your inbox, we'll say so.

You stay in control

  • Human review where it matters.

    When the AI isn't confident, or the stakes are high, the item goes to a person to check before anything is posted.

  • Rules, not guesswork.

    We add validation checks (totals, formats, duplicates, matching against your records) on top of the AI.

  • A clear audit trail.

    Every automated action is logged: what came in, what was extracted, what changed, and who approved it.

  • Your data stays protected.

    We sign an NDA before we see your data, access is limited to what the automation needs, and we never use your data to train AI models.

  • Replies go out only when you say so.

    Drafts wait for a person to check them. You choose which simple, routine replies can be sent automatically, and every email the automation handles is logged.

Works with your inbox, help desk and CRM

We connect automation directly to your existing software, so your team keeps working the way they do now.

  • CRM
  • ERP
  • Accounting software
  • Email and shared inboxes
  • Databases
  • Spreadsheets
  • Document storage
  • Internal software
  • APIs
  • Communication platforms
  • Existing AI tools

No API? No problem. If your software can be reached, we can usually connect to it, and if it can't, we'll tell you before you spend anything.

Works with

  • HubSpot
  • Salesforce
  • Xero
  • QuickBooks Online
  • NetSuite
  • Microsoft 365 / Outlook
  • Google Workspace / Gmail
  • Slack
  • Microsoft Teams
  • SharePoint
  • Google Drive
  • DocuSign
  • Excel
  • Airtable
  • Monday.com
  • Zendesk
  • Power BI
  • Shopify

  • HubSpot
  • Salesforce
  • Pipedrive
  • Zoho CRM
  • Microsoft Dynamics 365

  • Xero
  • QuickBooks Online
  • Sage
  • NetSuite
  • Microsoft Dynamics 365 Business Central
  • MYOB
  • SAP Business One
  • Zoho Books
  • FreeAgent

  • Microsoft 365 / Outlook
  • Google Workspace / Gmail

  • Slack
  • Microsoft Teams
  • WhatsApp Business

  • SharePoint
  • OneDrive
  • Google Drive
  • Dropbox
  • Box
  • DocuSign

  • Excel
  • Google Sheets
  • Airtable
  • PostgreSQL
  • MySQL
  • Microsoft SQL Server

  • Monday.com
  • Asana
  • ClickUp
  • Jira
  • Notion

  • Zendesk
  • Freshdesk
  • Intercom

  • Power BI
  • Looker Studio
  • Tableau

  • Shopify
  • WooCommerce
  • Stripe

  • Zapier
  • Make
  • n8n
  • Microsoft Power Automate

  • ChatGPT / OpenAI
  • Claude
  • Microsoft Copilot
  • Google Gemini

Example: a shared inbox that sorts itself

Illustrative example

Before

A property management company's shared inbox gets hundreds of emails a day: maintenance requests, rent questions, applications, contractor invoices and owner queries. Three people spend the first hours of every day reading, forwarding and looking up tenants before anyone can reply, and urgent repairs sometimes sit unread.

After

Each email is read on arrival, tagged by type and urgency, and linked to the right property and tenant. Maintenance requests open a job, invoices go on to be processed, and urgent repairs alert the manager on call. The team starts the day with sorted queues and drafted replies, and spends its time on the conversations that need a person.

Inbox automation: common questions

What is inbox automation?

Inbox automation uses software, and increasingly AI, to handle the routine work of a shared inbox: sorting incoming email, linking it to the right customer or case, routing it to the right person, filing attachments and drafting replies. For teams that work from one mailbox, it's often called shared inbox automation.

What is email triage?

Email triage means sorting incoming email by what it is, how urgent it is and who should handle it, the way a hospital triages patients. AI email triage does this automatically by reading each email, rather than relying on the sender or subject line.

Will AI send emails to our customers without us checking?

Only if you want it to. By default, replies are drafted for your team to review. You can let simple, routine replies, such as an order confirmation or an out-of-hours acknowledgment, go out automatically.

Is this email triage software?

No. We build and connect the automation around the inbox and systems you already use, such as Microsoft 365, Google Workspace, your help desk and your CRM. There's no new email tool for your team to learn.

Can it read attachments?

Yes. Attachments such as invoices, forms and documents are read and passed on to the right process. For documents that arrive in volume, see document processing automation.

Is our email data secure?

We sign an NDA before we see any data, limit access to the mailboxes each automation needs, log every action, and never use your emails to train AI models.

What lands in your shared inbox every day?

Tell us what arrives and where it needs to go. We'll tell you how much of the sorting AI can do.

Find What You Can Automate

Free assessment. No commitment. If something isn't worth automating, we'll say so.

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