Inbox Triage & Routing
Every inbound message gets classified, summarised, and routed before anyone opens it.
What it watches
New messages landing in a shared or personal inbox
What it does
Classifies each message, writes a one-line summary, and routes it to the right person or folder
When it asks a human first
Anything it cannot classify confidently, or that reads as a complaint or urgent, is flagged for a human instead of being routed on a guess. A flagged message still gets routed to whichever team the classifier considers the closest match, tagged 'needs confirmation' rather than left in an unsorted pile, so the human has a starting point instead of an empty tray to sort from scratch.
How it works
- 1Reads every message
Connects to Gmail or Outlook and classifies each inbound message by topic, urgency, and sender intent. A returning customer asking a follow-up question is read in the context of their last thread, not classified cold every time.
- 2Writes a summary
A one-line summary sits above the full message so a scan of the inbox tells you what needs attention. Long threads get compressed the same way, so a 40-reply email chain reads as one line, not forty.
- 3Routes by your rules
Sends each message to the right person, team folder, or label — the same rules a well-trained assistant would apply. A message can also match more than one rule at once (billing and urgent, say), in which case it goes to whichever destination you ranked higher during setup, not both.
- 4Flags what does not fit
Anything that matches no existing rule, or reads as urgent or negative, gets flagged instead of routed on a best guess. A message flagged this way still carries a draft classification, so the human reviewing it starts from a hypothesis instead of a blank message.
- 5Reports the volume
A daily digest shows volume by category so recurring noise becomes visible instead of invisible triage. A category that's growing week over week — a spike in billing questions, say — gets called out specifically, since that's usually worth fixing upstream, not just routing faster.
What triggers it
- · A new message lands in the shared inbox
- · A message goes unanswered past your response-time target
- · A message tone reads as negative or urgent
- · A message matches no existing routing rule
What you get
- · A one-line summary attached to each message
- · The message routed to the right person or folder
- · A daily digest of what came in and where it went
- · A flagged thread when nothing matches a routing rule
Not the right fit if
Not for a single shared inbox under ~20 messages a day — a human reading the inbox directly is already fast enough at that volume. It's also the wrong fit for a one-person practice where every message specifically needs the owner's personal read regardless of topic — a boutique advisor or a solo therapist's booking inbox, say — since triage adds a hop in front of a habit that's the point of the business, not friction to remove.
The math
At ~900 messages/mo × 2 min, that is roughly 30 h/mo — an estimate, not a guarantee.
Frequently asked
No — it classifies, summarises, and routes. Replying is a separate agent (Inbox Triage feeds into Support Chat or a human, never auto-sends).
Yes — it classifies Farsi and English messages in the same pipeline without a separate setup for each.
You define the initial rules at setup (by sender domain, keyword, or team); it refines routing from your corrections over the first few weeks.
They get filtered into a low-priority folder automatically instead of competing for attention with real messages.
Only if you also run the Meeting Notes agent on that call — the two share the same CRM or task-board destination, so a follow-up email about "the thing we discussed Tuesday" can be read next to the actual meeting summary instead of in isolation.
Ready to put inbox triage & routing to work?
Tell us about your setup and we'll confirm it fits within 48 hours.