10 Workflow Shipped
Inbound email that sorts and routes itself
A services team was hand-sorting every inbound email before anyone could act on it. We built a classifier that reads, labels, and routes the shared inbox automatically.
- Inbound email
- Routed to the right owner
- Logged & queryable
/ The numbers
- Auto-routed
- no manual triage step
- Every email
- classified and logged
- Flagged
- when the call is unclear
01 The problem
Every email that landed in a shared inbox had to be read, understood, and manually routed to the right person or queue before any work could start.
At low volume it was a minor chore. At higher volume it became a daily bottleneck and a source of dropped messages.
02 The approach
We built a classification layer that reads each inbound email, works out what it is and what it needs, and routes it without a human triaging first.
The model was tuned against the team's own categories, so the labels match how they actually think about their work.
03 What we built
- Email classifier tuned to the team's real categories
- Automatic routing to the right person or queue
- A structured data model, so every email is logged and queryable
- Confidence handling, so unclear mail is flagged rather than mis-routed
04 The outcome
- The shared inbox stopped needing a human gatekeeper
- Messages reach the right place without waiting in a triage queue
- Unclear emails get flagged, not quietly mis-filed