How do you keep a shared inbox triaged as mail lands?
A support AI Employee that reads every inbound email in a shared inbox, applies a label, and either drafts a reply from the knowledge base or files a task, pausing for a named human's signature before anything customer facing sends.
×A shared inbox is where a small team's requests pile up: support questions, sales pings, bug reports, and the occasional invoice, all landing in one place with no owner. The messages that need a fast reply are mixed in with the ones that can wait, and telling them apart takes a person reading each thread. On a small team that person is also doing three other jobs, so triage happens in bursts. Everything looks urgent when the inbox is opened once a day, and nothing looks urgent in between. A message sitting unread for a day is a message the sender assumes was ignored. Filters and rules help with the obvious cases but not the judgment calls: whether a message is a real support issue or a sales lead, whether it needs a reply or a ticket, and what a reasonable answer would be. Those are the parts that actually take time.
A shared inbox is connected to the support AI Employee. Every inbound email spawns its own run in your own environment with permissions you set into the message, your knowledge base, and the issue tracker. It reads the email, applies a label, and then either drafts a reply or files a task with the context attached. Anything customer facing waits for a named human's signature before it sends.
See exactly how the work gets done.
Runs on every inbound message
A signed webhook from the inbox points at it. Every new inbound message fires it, and each firing spawns a fresh run seeded with the email. One message, one run, one clean slate. Runs don't share state, and a busy inbox means more runs in parallel.
Carries your triage standard
How you handle the inbox travels with it as a skill: your knowledge base, the categories you sort into, the reply tone, and answers that worked before. It triages to your standard rather than inventing one, and it improves as threads are resolved.
Connects to what triage needs, with permissions you set
It reads the knowledge base to look up the answer to a common question instead of guessing, applies the right label and, where a reply fits, writes a draft on the thread, and turns a bug report or a follow up into a ticket in the issue tracker with context attached. Credentials stay in memory, never written to disk or exposed to the model.
Nothing customer facing sends on its own
It labels and drafts freely, but every customer facing reply stops as a draft, pausing for a named human's signature. Replies land as drafts, not sent mail.
Hands over a triaged inbox
An inbound email triages itself: it gets a label, and either a draft reply waiting for approval or a ticket already filed. A common support question becomes a drafted answer pulled from the knowledge base. A bug report becomes a ticket. A sales ping becomes a label the right person can pick up.
Runs in your environment
Each email runs isolated inside your own infrastructure, reading only the thread and the knowledge base it needs; only the draft or ticket it produces leaves it. Your data never leaves it.
Permissions you set
The email and issue tracker credentials stay in memory, injected at run time, never exposed to the model or the logs.
A signature before any customer sees a word
Nothing customer facing sends without a named human reviewing the draft first. Replies land as drafts, not sent mail.
Reads what it needs, writes what it's scoped to
It reads the thread and the knowledge base; its only outputs are the label, the draft, and the ticket. It has no path to send on its own.
You own the rules
The triage standard, the skills, and the permissions are yours, versioned and changed on your terms, not in a vendor dashboard.
The inbox stops being a pile to sort and becomes a list already labeled, with replies drafted and tickets filed. The team reviews and sends instead of reading every thread cold, and no message sits unread waiting for someone to notice it.
Every email
Labeled and routed as it lands
Drafted
Common replies written from the knowledge base, waiting for a send
3 systems
The knowledge base, email, and the issue tracker in one AI Employee
Our free AI audit shows you where AI fits, what your security risks are, and gets your first AI employee working.
How do AI Employees resolve support tickets before a human steps in?
Triages, investigates across product, code, and billing, and resolves what it can, escalating sensitive actions with the diagnosis already attached.
×How do you turn the same repeat ticket into a KB article?
Clusters resolved tickets for recurring questions with no matching article, drafts the highest value gaps from real resolutions, and opens one pull request a week, never publishing on its own.
×
How do you catch the support ticket about to breach SLA?
Scans the open queue every 15 minutes against SLA, VIP status, and severity, routes qualifying tickets to the right team, opens linked issues for engineering, and alerts an escalation channel, closing nothing and messaging no one.
×