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Working prototypeAutomation · AI & Internal Tools

AI email triage

An inbox workflow that reads each incoming message, assigns a category and priority, extracts the key details, drafts a reply and waits for a person to approve it.

Business
Fictional home-services company
Status
Working prototype
Example project. The business, names, data and figures shown here are fictional.
Furnace not heating, two kids at homeUrgent
Question about invoice INV-20418Billing
Can you quote a basement reno?Sales
Updated supplier price listSupplier
1 draft awaiting approval

01 · Business problem

The problem

A shared inbox receives booking requests, billing questions, complaints and supplier messages all mixed together. One coordinator reads everything, forwards most of it and types similar replies all day. Urgent issues wait behind routine ones.

Proposed approach

Every incoming message is classified and prioritised first, with the reasoning shown. Key details like names, addresses, invoice numbers and dates are pulled out. A draft reply is prepared in the company's tone. Nothing goes out until a person approves it, and uncertain messages are flagged instead of guessed.

02 · System architecture

How it fits together

  1. 01

    Inbox connector

    Reads new messages from Gmail or Microsoft 365 through a dedicated service account.

  2. 02

    Classifier

    Assigns category, priority and confidence. Low-confidence messages go to a person.

  3. 03

    Extractor & drafter

    Pulls structured details and drafts a reply from approved templates and policies.

  4. 04

    Approval queue

    A person approves, edits or rejects. Approved items are routed and logged.

03 · Proposed workflow

Step by step

  1. 1

    Message received

    New email or channel message arrives.

  2. 2

    Classification

    Category, priority and confidence assigned.

  3. 3

    Draft

    Details extracted and a reply drafted.

  4. 4

    Human approval

    A person approves, edits or rejects.

  5. 5

    Routing

    Sent to the right team, ticket created and logged.

04 · Interactive demo

Try the triage workflow

Pick a fictional message and run it through classification, drafting and approval. You decide whether the reply goes out.

Shared inbox · Harbourview Home Services (fictional)Demo · fictional data

1 · Choose a message

Choose a message from the inbox, or write your own, to run the triage workflow.

Simulated: a deterministic, rule-based classifier runs in your browser. No AI model or email system is involved. Nothing is sent. Approve and reject only update this demo.

05 · Scope

Deliverables

  • Category and priority rules
  • Detail extraction for common request types
  • Response drafting in the company's tone
  • Approval queue with approve and reject actions
  • Routing rules and activity log

This prototype is built with

  • Next.js
  • TypeScript
  • Deterministic local simulation (no AI model)
  • Fictional sample messages

Likely production stack (proposed)

  • Gmail or Microsoft Graph API
  • A large language model called from a secure server
  • Helpdesk or CRM API
  • Audit log storage

Results

No results reported. This is a working prototype, not a live deployment, so there are no real measurements to share.

Related service

Email & Slack Support Automation

Next project

Automated weekly reporting

Want something like this for your business?

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