A shared inbox such as info@ or service@ collects everything: enquiries, invoices, complaints, appointments and advertising. An agent reads every email, recognises the request, routes it to the right team and drafts the reply. If you want, it answers simple cases itself.
This work comes back every week, and nobody was hired for any of it.
- 01
Screening
Every morning someone reads the whole inbox just to decide who is responsible.
- 02
Forwarding
Emails are forwarded to colleagues by hand and get lost on the way.
- 03
Repeating
The same questions about delivery times, opening hours or status are answered one by one, again and again.
- 04
Overlooking
Important emails slide down because newsletters and ads sit in between.
In the morning the inbox is already sorted. Your team starts with the actual work.
Each of them can be started on its own. Critical steps go to a person for approval.
- 01
Recognise the request
Every email gets a label: enquiry, invoice, complaint, appointment, application or advertising.
- 02
Route to the right place
The email lands in the right folder, ticket or with the responsible person.
- 03
Draft the reply
The draft is written in your tone, with data from your systems, and waits for approval.
- 04
Answer simple cases
If you approve it, the agent answers standard questions directly.
- 05
Flag urgent items
Complaints, deadlines and key customers are highlighted immediately.
- 06
Process attachments
Invoices, orders and CVs go straight into the matching process.
This is how an agent works on a typical case. An example of the approach, not a reference.
Input
A customer asks about the status of her order
Result
Answered, or forwarded with a draft
- 1
Recognise
Topic, customer and case are recognised, even without an order number.
- 2
Look up
Status is retrieved from the ERP and the shipping provider.
- 3
Reply
Reply in your tone, with tracking link and next step.
EscalateHuman decides
Complaints or special cases go straight to your team.
Typical systems in this area. We check others in the initial call.
- Outlook
- Microsoft 365
- Gmail
- Google Workspace
- Zendesk
- Freshdesk
- HubSpot
Starter
One core process, properly automated
One inbox with clear categories is a manageable first process that is felt immediately in daily work.
If several inboxes and ticket systems should run together, the Scale package fits.
- One central process, such as incoming invoices or enquiries
- Connection to one existing system
- Maintenance, fine-tuning and server costs included
Does the agent send replies without review?
Only for cases you explicitly approve. By default every draft waits for review.
Does the agent read all emails in the company?
No, only the inboxes you release for it, usually a shared one such as info@ or service@. Personal inboxes stay out.
Does this work with Outlook and Microsoft 365?
Yes, and with Gmail and Google Workspace. The emails stay in your inbox, the agent sorts and writes there.
What about confidential content?
Processing runs in data centres in Germany, there is a data processing agreement, and your content is not used to train third-party models.
In the initial call we look at one concrete process and tell you honestly whether and how it can be automated. 30 minutes, free of charge, by video, in English or German.