Shared inboxes take in enquiries, proposals, requests and attachments in every format and level of detail. Someone has to read each message, work out what it's about, check it against internal rules, judge how urgent it is and decide who should respond. That takes time, produces different outcomes depending on who reviews it, and keeps experienced people on routine work while important requests are easy to miss.
Our Triage AI Agent is a structured first pass for every incoming email.
An email and its attachments arrive in the monitored inbox.
Read the content and identify the type of request.
Assess the message against agreed categories, rules and reference material.
Highlight urgency, alignment, risk or possible duplication where configured.
Prepare a clear summary, recommended route and draft response.
A person reviews the assessment, decides and sends the final response.
Record the outcome and rationale for reporting and future review.
The AI supports the initial assessment and drafting. Your team stays responsible for routing, escalation and communication.
Categories, priorities and evaluation rules are configured around your inbox, policies and decision points.
Each result can include a summary, evaluation detail and confidence information, so reviewers can understand and challenge it.
Classification, routing, draft responses and outcome records sit in one workflow.
The proven workflow centres on inbound email and attachments, and the same approach can be adapted to other intake channels once integrations and process design are confirmed.
Triage AI Agent supports decision-making; it doesn't make final decisions or communicate without oversight. People review the classification, recommendation and draft response before anything is sent, so teams can apply context, manage exceptions and stay accountable for the outcome.
Triage quality depends on clear rules, current reference information and regular review of the agent's outputs.
Triage AI Agent may suit organisations managing a shared inbox of enquiries, proposals or service requests (often with attachments) that need consistent classification against agreed rules, urgent or higher-risk items surfaced earlier, and clearer records of how requests were assessed and routed.
Here are some FAQs for our Triage AI Agent.
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