An inbox is not a workflow
Shared inboxes work at low volume. As volume grows, messages get read by two people or none, urgent requests sit behind newsletters, and nobody can say how long customers wait for an answer.
Email automation turns the inbox into a queue. Each message is read as it arrives and labelled by what it is: a new order, a change request, a status question, an invoice, a complaint. The details are extracted, the right action is taken or the right person is assigned, and anything routine gets a reply drafted from your own data.
What happens to each message
Classified
Intent, urgency, customer and language identified.
Extracted
Order numbers, dates, amounts and attachments pulled out.
Looked up
Matched to the customer, order or ticket in your systems.
Routed
Assigned to a person or queue, or passed to an automation such as order entry.
Answered
Routine questions such as "where is my order" answered or drafted for approval.
Measured
Response times and volumes by type, so you can see where the load is.
Signs your shared inbox needs automation
Shared inboxes break down in predictable ways as volume grows.
- Emails read twice or not at allSeveral people work the same inbox with no clear ownership.
- Urgent requests get buriedOrder changes and complaints sit behind newsletters and notifications.
- The same answers typed every dayOrder status, delivery dates and document requests.
- No idea how long customers waitNo measure of response time by request type.
How it is built
Sample and categorise
A few weeks of real email reviewed to define the request types and routing rules.
Build classification
AI classification and extraction tested on past emails before going live.
Route and draft
Routing to people, queues or automations; drafted replies for routine requests.
Measure and tune
Accuracy, response times and volumes reviewed weekly at first.
An example inbox finding
A small number of request types often make up most of the volume.
- What we found
- Order status questions, document requests, order changes and new orders account for most emails.
- Plan
- New orders to order entry automation; status and document requests answered from the ERP and TMS with drafts; changes routed to the account owner.
- Measure
- Share of emails resolved without manual sorting, and response time by type.
What shared inbox automation typically costs
Typical fixed-price ranges. Your assessment gives an exact price before any build starts.
| Scope | Typical build price |
|---|---|
| Classification and routing for one inbox | $6,000–$15,000 |
| Plus drafted replies from ERP or TMS data | $12,000–$25,000 |
| Plus attachment processing into other automations | $20,000–$40,000 |
AI usage is billed by the provider, usually tens of dollars a month for one inbox.
Common questions
Do we need a helpdesk tool?
No. We can work directly with Outlook or Gmail using folders, categories and assignments. If you already use a helpdesk such as Zendesk, Freshdesk or HubSpot Service, we work with that.
Will customers get AI-written replies?
Only if you choose. Most teams start with drafted replies that staff review and send, then allow automatic replies for a few well-understood request types once accuracy is proven.
Can it handle French and English?
Yes. Messages are classified and routed regardless of language, and replies can be drafted in the sender's language.
What about attachments?
Attachments are read too. Orders, invoices and documents attached to emails can be passed to the matching automation.
Find out what one process could save you
Book a paid automation assessment. We map the process with your team, measure the time it takes, and give you a fixed-price build plan with expected savings. If automation is not worth it, we will tell you.