Email triage for e-commerce brands and online sellers
Between the contact inbox, customer service and marketplace messaging with imposed response deadlines, an online brand runs five counters at once. The agent reads everything, answers the recurring and routes the rest — without ever letting a platform deadline slip.
In your day-to-day
- 01
Sorting the contact inbox: customer service, pre-sales questions, suppliers, influencer partnerships — each routed to the right queue.
- 02
Answering marketplace messages within the platforms’ imposed deadlines, with the order’s real status.
- 03
Extracting carrier disputes (lost parcel, damage) and building the claim file with the supporting documents.
A typical scenario
A brand receiving 250 messages a day across the contact inbox, customer service and three marketplace messaging systems. Every morning, one person spent their first hour and a half on pure routing.
- 01
At opening time the sorting is done: marketplace messages under a 24-hour deadline sit at the top of the queue, timestamped, remaining time displayed.
- 02
A supplier invoice arrives as an attachment: references and amounts extracted, it is already in the accounting circuit before the team logs in.
- 03
An influencer partnership pitch is recognised and routed to marketing with the media kit attached in reply — without passing through a support queue that does not want it.
What changes
Nobody “does the inbox” anymore: everyone receives their queue pre-qualified, and platform-imposed deadlines stop being a source of penalties.
Order of magnitude
Working assumptions
- →around 5,000 messages per month across all inboxes
- →30 seconds of manual reading and routing per message on average
Close to 42 hours of sorting erased each month — the equivalent of a full working week, every month.
Indicative estimate built on average sector assumptions — it gets recalibrated on your actual volumes during scoping.
What eats your days
- →
Customer service drowns in WISMO and return requests — while marketplace messages wait under an imposed response deadline.
- →
A stockout or a broken checkout on Saturday night is discovered Monday morning, revenue gone.
- →
The B2B side — resellers, corporate orders, marketplace payouts — pays late, and nobody has time to chase between two sales peaks.
How it works
- 1
Measure before sorting
We start by measuring the real flow: who writes, about what, what actually needs action. Sorting rules are built on that data — not on impressions.
- 2
Sort, extract, route
The agent classifies each message, extracts the useful data (references, amounts, deadlines) into your tools, and routes to the right person. Urgent items are flagged within minutes.
- 3
Answer the recurring
Acknowledgements, document requests, standard questions: the agent replies on its own within the approved fence. The rest lands pre-qualified in your team’s queue.
Typical results
95%
of messages classified and routed with no human involved
4 min
between an urgent message arriving and being flagged
0
client requests lost in the pile
Orders of magnitude observed in production; your diagnostic sets your own baseline and targets.
Frequently asked questions
Can it handle marketplace messaging, not just email?+
Yes: through the platforms’ APIs or your existing centralisation tool. Imposed response deadlines are tracked like due dates, with escalation before they expire.
What does it do with a furious customer threatening a bad review?+
It detects the tone, never replies with a template, and hands over to your team as a priority with the order history. Sensitive de-escalation stays human.
Is this the problem eating your team’s time?
Tell us how you work today — 30-minute call, then a free written diagnostic of what this agent would change for you, with numbers.
Get my free diagnosticFree resource
Get the self-assessment grid for your sector
Sales, admin, support, operations: the 20 tasks AI agents already handle in SMEs — with, for each one, the tell-tale sign that your team is concerned.