Email and Enquiry Workflow
A shared inbox sorted, routed and tracked, with replies approved before they're sent.
When enquiries, orders, complaints and supplier emails all land in one inbox, the urgent ones wait behind the rest and nobody is quite sure who is replying. This sorts each message into a clear category, routes it to the right person and keeps track of what still needs an answer.
Hana Sato
Received 09:42 · waiting 25 minIllustrative mock-up with sample data. The businesses, names and figures shown are not real clients.
You Might Need This If
Does this sound familiar?
- One shared inbox receives enquiries, orders, invoices and complaints all mixed together.
- Two people sometimes reply to the same email, or nobody does.
- You can't easily tell which customers are still waiting for an answer.
How It Could Work
One possible workflow, step by step.
- A message arrives in the shared inbox or through the website form.
- Fixed rules handle the obvious cases first, such as invoices from a known supplier address or a standard order confirmation.
- For the rest, an AI step suggests a category and pulls out key details: who is asking, what they need, any order or reference number.
- If the suggestion is clear and the required details are present, the message goes to the right owner. If not, it goes to a triage queue for a person to sort.
- Where useful, a reply is drafted. A person reads, edits and approves it before anything is sent.
- Sales enquiries can be passed into a lead list, so they're followed up like any other lead.
What It Could Do
A few example features.
- Incoming messages sorted into categories you define
- Routing to the right person or team, with the key details pulled out
- Suggested replies that a person reviews before sending
- Reminders when a message has waited too long
- One view of what's open, who owns it and how long it has waited
What You'd Get
The output, day to day.
- Every message with a category, an owner and a status
- A short list of what's waiting, and for how long
- Draft replies ready for review, never sent on their own
Checks and Human Review
Nothing is sent to a customer without a person's say.
- No reply goes out without a person approving it, unless you've agreed a fixed, rule-based message such as a receipt acknowledgement.
- Messages that can't be categorised clearly go to a person instead of a best guess.
- Required details, such as a valid email address or an order number, are checked before an item is routed.
- Instructions written inside an email are treated as content, not commands.
Where AI fits, and where it doesn't. AI helps when messages are written freely and vary a lot, which is typical for enquiries and complaints. Routing by sender, form field or a few subject keywords can be done with simple rules, and often should be. How we approach AI workflows →
It Can Be Adapted
For a travel or events business, this might separate new booking enquiries from changes and complaints. For a wholesaler, it could route orders, supplier emails and payment questions to different people. For a professional services firm, it might separate new enquiries from existing client requests.
This is a starting point, not a fixed product. The version that makes sense for your business might be simpler than this, combine it with another example on this page, or look different entirely once we understand how you actually work.
Related Examples
A few other places to start.
Sales & Leads Concept Example
Lead Management
Every enquiry tracked from first contact to closed deal.
Amara Okafor
Client since Feb 2026Client & Customer Management Concept Example
Client Workspace
One place for enquiries, active clients, notes and follow-ups.
Automation Concept Example
Simple Business Automation
The manual copying and checking, done automatically instead.
Get In Touch
Talk to us about something like this.
This example can be adjusted, simplified or combined with something else. Tell us what's actually happening in your business, and we'll help you work out the right version.