Your inbox is a queue. Give it an engine.
An AI layer over your shared inboxes that reads every message, triages it, drafts or sends the reply, updates your CRM and hands your team only the emails that need a human decision — on rules you design and approve.
The shared inbox is where response times go to die.
Nobody designed the inbox to run your operations — it just ended up that way. If your team's day starts with an hour of triage, these will sound familiar.
Triage tax
Every message read by a human just to decide who should read it.
Cost · Your most expensive hours spent sorting, not solving.
Response-time drift
Enquiries answered in hours on a good day, days on a bad one.
Cost · Leads buy from whoever replied first; customers escalate what a fast answer would have settled.
Copy-paste replies
The same twenty answers typed slightly differently, hundreds of times a month.
Cost · Inconsistent promises, inconsistent tone — and hours of skilled time on boilerplate.
Dropped threads
Read, mentally filed under later, never answered.
Cost · No SLA, no ownership, no record — just quiet churn.
CRM blind spot
Deals and issues negotiated entirely in email, invisible to the CRM.
Cost · Pipeline reviews and handovers run on memory instead of records.
Attachment admin
Invoices, PODs, forms and documents extracted and re-keyed by hand.
Cost · Slow, error-prone data entry that nobody was hired to do.
Read, triaged, answered, logged — before your team opens the inbox.
This is the pipeline we design around your mailboxes. Select a stage to see what happens to every message that lands.
Email lands
Every mailbox, every message.
What happens here
- Connects to Gmail / Microsoft 365 shared and personal mailboxes via native APIs
- Web forms, support addresses and info@ aliases all feed the same pipeline
- Spam, newsletters and automated noise filtered before triage
- Sender matched to your CRM — customer, lead, supplier or unknown
In practice
Monday 7am: 143 messages overnight across support@ and sales@. By 7:01 they're deduplicated, spam-stripped and matched to records.
Strategy first. Then architecture. Then the build.
Email automation done badly is a spam cannon. Done properly, it's a designed system with your rules at every gate — this is the path.
- 01PHASE 1 / STRATEGY
Audit the inbox reality
We analyse a representative slice of your email traffic: categories, volumes, response times, repeat questions and where threads die. You see exactly which categories automation should own and what that's worth in hours.
- 02PHASE 2 / ARCHITECTURE
Design the triage engine
The classification taxonomy, reply policies per category (auto-send / draft / route), knowledge sources, SLA rules, escalation triggers and CRM integration contracts — designed and signed off before the build.
- 03PHASE 3 / BUILD
Build and calibrate
We build the pipeline on your mailboxes and run it in shadow mode: classifying and drafting on live traffic while your team keeps sending. Calibration continues until accuracy clears the bar you set.
- 04PHASE 4 / LAUNCH
Launch category by category
Auto-replies switch on for the safest categories first — order status, confirmations — while everything else stays draft-for-review. Coverage widens as each category proves itself.
- 05PHASE 5 / OPERATE
Review and improve
Monthly reviews of accuracy, response times and deflection; taxonomy and reply tuning as your business changes. The inbox report replaces the inbox anxiety.
Automation with a review queue, not a spam cannon.
Nothing leaves your domain that you haven't approved — by category, by rule, or by hand.
You set the send policy
Per category: auto-send, draft-for-review, or route-only. You can promote or demote categories any time.
Judgement stays human
Complaints, legal topics, VIP accounts and low-confidence calls always reach a person — summarised, never raw.
Every action logged
What was classified how, what was sent, what was drafted, who approved it — auditable per thread.
Your mail stays yours
Native Gmail/Microsoft 365 APIs, least-privilege scopes, no training on your mail, DPAs as standard.
Grounded replies, deterministic routing.
The difference between this and “AI reply suggestions” is architecture: classification tuned to your taxonomy, replies grounded in your knowledge and live account data, and a deterministic rules layer deciding what may send without review.
- Thread-aware processing — the whole conversation, not the last message
- Retrieval-grounded drafting from your approved content and system-of-record data
- Deterministic policy gates between the model and the send button
- Attachment intelligence: invoices, forms and documents parsed to structured fields
- Deliverability-safe sending through your own domain and mailboxes — SPF/DKIM intact
A running inbox engine — with the controls in your hands.
The engagement ends with your mailboxes triaging themselves in production and your team working a review queue instead of an inbox.
Live triage & reply engine
On your mailboxes, classifying everything, answering the approved categories, routing the rest.
Integration layer
Wired to your CRM, helpdesk and the systems your extracted data needs to reach.
Policy & taxonomy pack
The documented rulebook: categories, send policies, escalation triggers and knowledge sources.
Inbox analytics
Response times, deflection rate, category volumes and SLA compliance — monthly, per mailbox.
What the inbox looks like with an engine behind it.
The team stops living in the inbox. The inbox starts reporting to the team.
Minutes, not days
Routine enquiries answered near-instantly, around the clock — SLAs stop being aspirational.
Zero unowned email
Everything classified, everything assigned or answered. Threads stop dying in “read”.
Triage hours returned
The morning sort disappears; your team opens a prioritised review queue instead.
CRM catches up to reality
Email activity, extracted data and outcomes logged automatically against the right records.
One voice, every reply
Consistent tone and consistent promises across the team, drawn from approved content.
Scale without headcount
Double the email volume without doubling the inbox rota.
Common questions about AI email automation.
Only in categories you've explicitly promoted to auto-send — typically order status, confirmations and documented FAQs — and only after a shadow-mode period proves the accuracy. Everything else is drafted for one-click review or routed to an owner. You control the dial per category, and you can turn it down any time.
Replies are grounded in an approved knowledge base we build with you — help docs, policy pages, price lists — plus live data from your systems (order status, account details). Tone is calibrated on your best real replies. If the grounding doesn't cover a question, the message routes to a human rather than guessing.
Yes — native Google Workspace and Microsoft 365 APIs for mail, and API integrations for CRMs and helpdesks (HubSpot, Zoho, Pipedrive, Zendesk, Freshdesk and similar). Your exact stack is confirmed in the architecture phase.
They're escalation categories: always routed to a named person, summarised with full thread history, never auto-answered. Sensitive-topic detection is deliberately trigger-happy — a false escalation costs seconds; a mishandled complaint costs a customer.
Replies send through your own mailboxes and domain with SPF/DKIM untouched — this is your inbox answering, not a bulk-mail platform. And because drafts are grounded in the thread and your content, they read like your best team member on a good day, not a template.
Typically 3–6 weeks to first live categories: inbox audit, architecture sign-off, shadow-mode calibration, staged launch. Cost is a build engagement plus a monthly run cost — we model it against the triage and reply hours you're currently paying for, using your real volumes from the audit.
Find out what your inbox is costing per week.
A 30-minute call: we look at your mailbox volumes and response times, show you which categories an engine would own on day one, and put an hours number on it. No obligation.