Incoming mail sorted, prioritised and sent to the right person, with a reply already drafted and waiting for someone to approve it.
Automations / Inbox Triage
A shared inbox is where responsibility goes to be diluted. Everyone can see it, so nobody owns it, and the enquiry worth four thousand pounds sits three below a supplier newsletter. We put a layer in front of it: every message classified by what it is, prioritised by what it is worth, routed to the person who should handle it, and — for the routine ones — answered with a draft that only needs reading and sending. Your team stops sorting mail and starts replying to it.
Get startedA shared inbox is a queue nobody owns. Everyone can see it, so responsibility dilutes, and the enquiry worth four thousand pounds sits three below a supplier newsletter. It is also the one place in most businesses where you cannot answer a basic question — how many enquiries did we get last month, and what happened to each of them.
a week on email alone, for the heaviest quarter of users
Microsoft Work Trend Index, 2025
emails, chats and meeting pings the average employee receives in a single working day
Microsoft Work Trend Index, 2025
of the working day goes on communicating — meetings, email and chat — against 43% spent actually creating anything
Microsoft Work Trend Index, 2025 · 31,000 workers
We go through a real sample of what actually arrives and agree the categories, the priority rules and which questions are answered the same way every time.
We build the triage layer and the reply templates, then run it alongside your team so you can see what it would have done before it does anything.
As the drafts prove themselves on the routine categories, you decide which ones can go out on approval and which still want a person writing from scratch.
Each message read and labelled for what it is — a new enquiry, a question about a live job, a supplier, an invoice, or something that needs nobody. The inbox stops being one undifferentiated queue.
Scored on value, urgency and whether the sender is already a customer, so the enquiry worth four thousand pounds is not sitting under a newsletter when your team opens the inbox.
Sent to the person who should handle it, by service, area or current workload, with the CRM history attached. No more forwarding chains and no more "I thought you had this one".
The questions you answer the same way every week come back with a draft ready — pulling the real job details in — so replying is a read and a click instead of five minutes of typing.
Nothing leaves without a person saying so, unless you choose to open a specific category up. You get the speed without handing your voice to something you cannot see.
Count the enquiries that took more than a day to answer last month. That number, times your average job value, is usually the whole business case.
Drafts are prepared and held. A person reads and clicks, which takes seconds rather than minutes, and your voice stays yours. Most clients open up only the most routine categories, and some never open any — and still get most of the benefit.
Before it touches anything, it shows you what it would have done against a real week of your mail. You measure the accuracy on your own inbox instead of trusting a benchmark.
Nothing is deleted, hidden or auto-archived. Classification adds labels and priority, so a misread message is one in the wrong order — never one you never saw.
You do not have to be, and by default you are not doing that. Drafts are prepared and held — a person reads and sends, which takes seconds instead of minutes, and the wording stays yours. Most clients run it that way for a month, see which categories are consistently right, and then open up only the most routine ones. Some never open any, and still get most of the benefit, because the time was going on sorting and typing rather than on deciding.
It is built so that the failure mode is harmless. Nothing is deleted, hidden or auto-archived — classification adds labels and priority, so a misread message is a message in the wrong order rather than a message you never saw. We also run it in shadow mode first, showing what it would have done against a real week of mail, so you can measure the accuracy on your own inbox before it touches anything.
Possibly, and we will say so if it is — the honest test is not volume but what those thirty cost you. If two of them are enquiries that need answering within the hour and the other twenty-eight are not, the value is in never missing the two, and that holds at any volume. If your inbox is mostly one person handling mostly routine mail, we would usually point you at draft replies alone and leave the routing out.
Book a free discovery call and we’ll look at a real week of your mail, and show you what triage would have caught and how quickly.
Book a Call