Human-centered design systems and product experiences
Core services
01UI/UX Design02Web Development03Software Development042D/3D Experiences05App Development06AI Agents & Automation07Website DesignTechnical services
Frontend Engineering
React DevelopmentNext.js DevelopmentWeb ApplicationsEnterprise DashboardsSaaS PlatformsBackend & Infrastructure
API DevelopmentCloud InfrastructureDevOps & CI/CDBackend SystemsCustom SoftwareIndustries we serve
Technology & Software
AI Email Inbox Agent Development
A shared inbox, sorted on arrival
An agent for a shared mailbox such as support@ or info@.
An agent for a shared mailbox such as support@ or info@. It reads each incoming email, works out what kind of request it is, attaches the customer's record, drafts a reply for a person to send and creates the ticket or task the request needs.
A shared inbox is a queue with no structure. Orders, complaints, invoices, job applications and newsletters arrive in one list, and whoever opens it first decides what matters. Long threads hide the actual question in the fourth reply. Two people answer the same email, and a third request is never answered at all.
This page describes a workflow we propose to build as a custom project. It does not exist as software yet. It would reuse the answer, identity-check and handover logic that runs in our customer support demonstration on test data. Reading a live mailbox, and drafting into it, are not built.
How One Request Moves Through
An example of one case, in 6 steps. The same steps play in the picture at the top of this page.
Email arrives
A customer writes to your support address about a delivery that came incomplete.
Request identified
The email is classified as a delivery problem, with the order number found in the text.
Record attached
The order and two earlier emails from the same customer are linked to it.
Reply drafted
A draft cites your delivery policy and asks for the one detail still missing.
Ticket created
One ticket is opened for the fulfilment team, with the summary and the thread.
Sent by a person
A team member reads the draft, edits a sentence and sends it from the shared mailbox.
What Goes Wrong Without It
Everything looks the same
A refund request and a supplier newsletter have the same weight in the list.
The question is buried
The real request is in the fourth message of a forwarded thread.
Two replies, or none
Colleagues answer the same email twice, and another waits for a week.
No context in the reply
The answer is written without the order, the contract or the last conversation.
Attachments nobody opens
The form the customer was asked for is attached and never processed.
Emails that pretend
A message claims to come from a customer and asks for account details.
What We Need to Scope This
- The process as it runs today, in a few lines.
- The systems it touches, for example mailbox, CRM, orders and cases, ticketing.
- Rough monthly volume, and who approves what.
Six jobs it carries through
01Classification
Sorts each email by what it asks for.
- Request type and urgency
- The customer or sender it belongs to
- Mail that needs no reply
- Mail that needs a person at once
02Thread summary
Finds the actual request in a long thread.
- Reads the whole conversation
- States what is being asked now
- Lists what was already answered
- Quotes the sentence that matters
03Account context
Attaches the record the email is about.
- Matches the sender to a customer
- Finds the order or case mentioned
- Shows open tickets for that customer
- Says when no record matches
04Reply drafting
Drafts a reply from approved information.
- Uses your approved answers and policies
- Names the source of each statement
- Leaves gaps where nothing is approved
- Saves as a draft in your mailbox
05Work creation
Turns the request into trackable work.
- One ticket or task per request
- Assigned by your routing rules
- Linked to the email thread
- With the summary and the record
06Follow-up watch
Notices requests that are going unanswered.
- Tracks emails awaiting a reply
- Flags ones past your time limit
- Recognises a customer chasing
- Reports the backlog by type
It Drafts, Your Team Sends
Email is written in your company's name and cannot be taken back. In this design the agent classifies, summarises, attaches the record and drafts. A person reads and sends. Whether some simple replies may later be sent without review is your decision, taken type by type, once the drafts have earned it.
Text inside an email is information, not an instruction. A message that tells the agent to forward data or change a record is routed to a person like any other suspicious mail.
- Drafts only, sent by a person
- Statements tied to approved sources
- Sender address is not identity
- One ticket per request
- Suspicious mail goes to a person
- Nothing is deleted
Where It Connects
The systems named here are the kind this agent works with. Which ones it connects to in your case is settled in the scope.
Mailbox
- Microsoft 365
- Google Workspace
- or your mail server
CRM
- Customer and contact records
Orders and cases
- Your order, billing or case system
Ticketing
- Zendesk
- Freshdesk
- Jira Service Management
- or your help desk
Knowledge
- Approved answers
- policies
- templates
Routing rules
- Who owns which kind of request, and how fast it should be answered
Asked Before the First Call
Not by default. It prepares a draft in your mailbox with the customer's record beside it, and a person sends it. You can later allow automatic replies for specific, low-risk request types after reviewing how the drafts performed.
The support agent holds a live conversation and resolves a request in the moment. Email is slower, longer and messier: the work here is sorting, finding the real question in a thread, and preparing a reply and a ticket for a team that works through a queue.
Read access to the shared mailbox, permission to create drafts and labels, and read access to the systems that hold customer records. We connect it to a test mailbox with copies of real emails before it touches the live one.
Not as software yet. This page describes a proposed workflow. It would reuse the answer, identity-check and handover logic that runs in our customer support demonstration on test data. Reading a live mailbox, and drafting into it, are not built. A project starts by mapping your process, then proving the first steps on test data before anything touches a live system.
Start With One Shared Mailbox
Export a month of its emails. We will show how they sort, where the time goes and which replies could have been drafted.