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.
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.
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