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.
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.
What if the agent misclassifies an important message?+
Rules are calibrated on your real flow and start in assisted mode: the agent proposes, your team validates, the agent learns. Autonomous sorting is only switched on once reliability is demonstrated — and everything stays browsable, nothing is deleted.
Does it work with Gmail, Outlook, a shared inbox?+
Yes — Gmail, Microsoft 365, IMAP, shared inboxes and aliases. The agent works inside your existing mailbox, without changing the address your clients know.
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 diagnostic