Email triage is sorting incoming email by urgency and by who should handle it, before anyone replies; AI email triage does that sorting automatically, reading each message, summarising it, labelling it and routing it to the right person.
The term comes from emergency medicine: decide what needs attention first. In an inbox the question is the same, and a shared address like support@ or info@ is where getting it wrong costs the most.
Fixed scope, fixed price, and a 100% money-back guarantee for 7 days after handover.
Every message lands in the same place with the same weight. Someone spends the first hour of the day reading and forwarding, the urgent message waits behind routine ones, and two people answer the same email while a third goes unanswered. Nothing is broken, which is exactly why it never gets fixed.
Each new message is read as it arrives. The system writes a short summary, assigns a category (billing, a new enquiry, a complaint, scheduling, something urgent) and an urgency level, and routes it to the person or queue that owns that category. Clear-cut messages follow fixed rules; the ambiguous ones are where a language model earns its place, because it can read intent rather than keywords. Anything it is unsure about goes to a person, flagged as unsure.
Reply on its own. A misrouted email costs someone ten seconds to move; an automatic reply that should not have been sent costs a great deal more. Good triage sorts and summarises, and leaves every word that reaches a customer to a person. It should also work on the mailbox you already have, with no new address for anyone to learn and nothing changing for the people writing to you.
Triage features built into help-desk software work if your team already lives in that tool and its categories fit your business. When they do not — the inbox is plain Outlook or Gmail, the categories are specific to your work, or the routing depends on who is in that day — a build set up around your own categories fits better. Ours, Smart Email Triage, is $2,499 to set up plus $799/mo managed, and runs on your own accounts.
Sorting incoming email by urgency and by who should handle it, before anyone replies. Done by hand, it is the person who reads the shared inbox each morning and forwards messages on. Done by AI, each message is summarised, labelled and routed automatically as it arrives.
Ours does not, by design. It reads, summarises, classifies and routes; a person writes and sends every reply. That keeps the failure mode cheap: a wrongly sorted email is moved in seconds, while a wrong automatic reply cannot be unsent.
Yes. It connects to the shared mailbox you already have: Gmail, Outlook, or any standard IMAP inbox. Nothing changes for the people emailing you, and there is no new address to publicise.
Smart Email Triage is $2,499 to set up plus $799/mo managed, which covers monitoring and adjusting the categories as your inbox changes. The AI usage itself is billed on your own account at cost.
Thirty minutes, no charge. You leave with a written list of what is worth automating, what is not, and roughly what each would cost — and that list is yours whether you hire us or not.