SERVICE — TRIAGE
Inbox automation: mail that sorts itself before your team opens it
AI reads incoming mail on info@, sales@ and support@, categorizes it, routes it to the right person, extracts order data and prepares a draft reply.
INinfo@, sales@, support@ mail
→
OUTrouted mail, drafts, extracted data
The problem
The shared inbox is a queue of everything: orders, complaints, invoices, spam, four-question threads. Somebody triages it by hand every morning, things get forwarded twice, and the message that mattered sits unread until Thursday.
What we build
- Classification & routing — each mail is categorized and assigned to the right person or system — with a hybrid of fixed rules and LLM judgment, so nothing silently disappears.
- Data extraction — order numbers, quantities, addresses and requested dates are pulled out of free-text mail and attachments into your systems.
- Reply drafts — for standard cases, a draft in your tone is waiting when the mail is opened — a person approves and sends.
- Priority detection — complaints, deadline threats and VIP customers are flagged immediately instead of queuing.
- Complete logging — every decision the system makes is recorded and reviewable.
How it works
01
Inbox analysis
We categorize a few weeks of historical mail and quantify what share is automatable.
02
Prototype in shadow mode
The system triages live mail without touching it — you compare its decisions to your team's.
03
Activation with approval
Routing goes live; drafts and extractions stay behind human approval.
04
Expansion & operations
Autonomy per category where quality is proven; monitoring and drift alerts.
Specifications
| Typical stack | EU-hosted LLM, rule engine, n8n workflows |
|---|---|
| Hosting | EU cloud or on-premise |
| Integrates with | Microsoft 365, Google Workspace, IMAP, ERP/CRM, ticket systems |
| Prototype timeline | 2–4 weeks |
Frequently asked questions
What if the AI mis-sorts a mail?
Misroutes are corrected with one click, logged and used to improve the system. Critical categories (legal, complaints) are always routed conservatively to a person.
Does it answer customers autonomously?
Only if you enable it, per category. The default is draft mode: the AI prepares, a person approves. Many teams stay there permanently — the time saving is already large.
Our mail is in Microsoft 365 — does that work?
Yes, via the Graph API with least-privilege access to exactly the mailboxes in scope. Google Workspace and plain IMAP work too.
CONTACT — HELLO@OLTEN.AI
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