S007 / Products/ P004 Email Triage
Running in production
Email Triage / Support email automation
Answer every support email from Slack without losing the thread.
Email Triage reads the support mail sent to your shared addresses and aliases. It classifies each message by intent and urgency, routes it to the right team and mirrors the conversation into a Slack thread. Your team discusses and replies from Slack, and the reply goes back out as email in the same thread.
Our order still hasn't arrived and we need it for Monday...
Can you resend the September invoice with our PO number...
I can't log into the portal since this morning...
We'd like to explore a reseller agreement for...
Our order still hasn't arrived and we need it for Monday.
Checking with the carrier now. Draft a reply?
Hi, thanks for flagging this. We have contacted the carrier and will confirm a delivery time today...
- If intent is delivery issue and urgency is high
- Then post to #support-ops and notify the ops on-call
- Sender on allow-list: customer domain
Support email sorted, routed and answered from Slack.
The problem
Support mail lands in a shared inbox where everyone can see it and nobody owns it. Urgent messages wait behind routine ones, and the real request is buried under signatures and quoted history. Your team ends up switching between email and chat to agree on a reply.
Before and after
What changes with Email Triage
Without Email Triage
- 01Messages wait in a shared inbox until someone notices them.
- 02A person sorts and forwards every email by hand.
- 03The discussion happens in side chats, away from the email.
- 04Signatures and quoted history clutter every thread.
With Email Triage
- 01Each message is classified by intent and urgency.
- 02It is routed to the right team or queue automatically.
- 03The conversation lives in a Slack thread and replies go back as email.
- 04Threads stay clean: signatures and quoted history are stripped.
What it does
Email Triage capabilities
- F001
Reads shared inboxes
Email Triage watches the shared addresses and aliases your customers already write to. Nothing changes on the customer side.
- F002
Classifies by intent and urgency
Each message is tagged with what the sender wants and how urgent it is. Routing decisions follow from those tags.
- F003
Routes to the right queue
Messages go to the team or queue that handles that kind of request. The right people see it first.
- F004
Two-way Slack threads
Each email conversation becomes a Slack thread. Your team discusses and replies in Slack, and the reply goes back out as email in the same thread.
- F005
Clean messages
Signatures and quoted history are stripped before the message reaches Slack. The thread shows only what is new.
- F006
Allow-list filtering and draft replies
Sensitive queues only process mail from approved senders. For every message, Email Triage suggests a draft reply that a person reviews and sends.
How it works
From setup to results
- 001
Point it at your inboxes
Connect the shared addresses and aliases that receive support mail. Set the allow-list for queues that handle sensitive requests.
- 002
Triage runs on arrival
Each incoming email is classified by intent and urgency and routed to the matching team or queue.
- 003
Discuss in Slack
The message appears as a Slack thread with signatures and quoted history removed. A suggested draft reply is attached for review.
- 004
Reply from the thread
A team member edits or approves the draft and replies in Slack. The reply goes out as email in the same thread the customer started.
Email Triage FAQ (005)
Email Triage questions
001What does Email Triage connect to?
It reads mail sent to your shared support addresses and aliases and mirrors each conversation into Slack. Replies written in Slack go back out as email in the same thread.
002Does the customer know we reply from Slack?
No. The customer sends and receives ordinary email in the thread they started. Slack is where your team reads, discusses and writes the reply.
003Who sends the reply?
A person on your team. Email Triage suggests a draft for review, and a team member edits or approves it before it goes out. Nothing is sent automatically.
004How is sensitive mail handled?
Queues you mark as sensitive only process mail from an allow-list of approved senders. Messages from other senders are not processed into those queues. Signatures and quoted history are stripped so threads carry only the new message.
005How do we get started and what does it cost?
Email Triage runs in production today and is deployed per company. Book a demo and we will map your inboxes, queues and Slack channels. Pricing is quoted per deployment.
Email Triage
Talk to us about Email Triage
Costs, speed, revenue or hours of manual work. Tell us what matters most and we will show you how we would approach it.
- 001
We read every request
Someone who has worked in your sector, not a sales queue.
- 002
We reply with a first view
How we would approach it, and a time to talk.
- 003
Scope under NDA
We review what you run today and come back with scope, timeline and cost.
