Shared Inbox Operator
Runs the shared inbox end to end — classify, answer, route — and reports response time and volume weekly against the policy you set.
What it watches
Every message landing in support@ or sales@
What it does
Classifies, answers from your knowledge base, routes what needs a human, and escalates refunds, complaints, and VIP accounts on your rule
When it asks a human first
A refund above your threshold, a complaint, a legal mention, or a VIP account routes to you with full context — policy sets the guardrail, you set the policy.
How it works
- 1Classifies on arrival
Every inbound message is read and classified — question, complaint, sales inquiry, spam — the instant it lands, not on a batch cycle.
- 2Answers from your knowledge base
Routine questions get answered directly from your approved knowledge base, in your brand voice, not a generic support tone.
- 3Routes what needs a human
Anything outside the knowledge base, or requiring a judgment call, routes to the right person with the classification and context attached.
- 4Escalates on your rule
Refund requests above your threshold, complaints, legal mentions, and VIP accounts escalate immediately — never handled by policy alone.
- 5Reports weekly
Response time, volume by category, and escalation count land in your inbox every week, so the function's health is never a guess.
What triggers it
- · A new message lands in support@ or sales@
- · A pending message crosses your response-time SLA
- · A refund or complaint keyword is detected in a message
- · A message comes from a flagged VIP account
What you get
- · A sent reply, in your voice, grounded in your knowledge base
- · A routed thread for anything a human needs to answer
- · A weekly response-time and volume report against the SLA you set
- · An escalation flagged with the full thread for refunds, complaints, legal, or VIP mail
Not the right fit if
Not for businesses whose inbound volume is low enough that one person already handles it in under an hour a day — the setup cost isn't worth it below that line.
The math
At ~900 messages/mo × 6 min, that is roughly 90 h/mo — an estimate, not a guarantee.
Frequently asked
You do — it's configured before launch and can be changed any time. The agent never approves a refund above it on its own.
Yes — it runs the whole shared inbox, classifying and routing across both, not one address at a time.
It routes to a human rather than guessing, and flags the gap so your knowledge base keeper (or you) can close it.
Support chat answers one channel in real time. This runs the entire inbox function — classification, routing, escalation, and a weekly report — across every inbound message.
Ready to put shared inbox operator to work?
Tell us about your setup and we'll confirm it fits within 48 hours.