About This Automation
Client queries arrive throughout the day via email with no automatic sorting or routing. Staff manually read, categorize, search for client records, and forward emails, creating delays and lost context.
Automation reads incoming emails, determines query type and urgency, looks up client details, and routes each query to the right team member with full context. Responses are drafted using templates and client data, then logged automatically.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
The full workflow, from trigger to completion.
Client email is received in the shared inbox and triggers the automation workflow.
Automation reads the sender, subject, body, and any attachments from the incoming email.
The automation analyses the email content and assigns a category (invoice question, service status, billing issue, general inquiry, etc.) and urgency level.
Automation queries using the sender email address to retrieve the client record, account status, and recent activity.
Based on query type and client details, automation assigns the email to the correct team member notification and updates with the ticket.
Templated acknowledgement email is sent to the client confirming receipt and expected response time.
Query details, category, assigned owner, and timestamp are recorded as a ticket for tracking and audit.
Most popular tool stack used
— the complete tool combinations companies use
HubSpot
Google Sheets
XeroWhat you get when you map this process
Everything you need to understand, plan, and build your automation.
ROI and business case
What this process costs today and what changes once it's automated.
Launch schedule
What gets built, in what order, and what success looks like once it's live.
Process runbook
How the automation runs day to day, including exceptions and human decision points.
Developer handover pack
Full build spec, logic, and configuration — ready to hand off without a briefing call.
Integration and connections guide
Every tool connection, credential, and data mapping the build needs.
Test and QA plan
Every scenario checked and signed off before the automation goes live.
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Frequently asked questions
Everything you need to know before mapping this process.
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