CUSTOMER EMAIL · Workflow idea
Incoming messages are categorized and paired with a suggested response, helping routine requests move faster while messages that need judgment stay with a person.
01 / The starting point
A new email arrives
“An incoming message that needs sorting and a timely response.”
02 / The work
Reviews each incoming message, identifies its category, prepares a reply draft, and checks the message against your handling rules.
Gather the sender, subject, message, and received time into a clear view of the request.
Assign a category so the message can be handled according to your team’s policy.
Draft a response in the tone your team has chosen.
Compare the category and certainty of the assessment with your team’s explicit criteria for automatic replies.
When automatic sending is enabled, reply in the existing conversation only if the message meets every rule.
Keep messages outside the automatic-reply rules for a designated reviewer; do not send them automatically.
Note whether a message was sent automatically or is waiting for review.
03 / The result
Each message receives a category and reply draft. Only messages that meet your team’s explicit rules may be sent automatically; others wait for review.
Email · Example outcome
Each message receives a category and reply draft. Only messages that meet your team’s explicit rules may be sent automatically; others wait for review.
Automatic sending is limited to messages that meet the rules you set and only happens when enabled. Messages outside those rules are held for a person to review, and the outcome is recorded.
04 / Make it yours
A few choices shape the work around your team.
Choose which request categories may qualify and how certain the assessment must be.
Review the categories and reply drafts first, then enable automatic sending only if it fits your team’s policy.
Set the tone and guidance that replies should follow.
Decide who handles messages held for review and how your team will keep track of pending items.