Reads, understands, and routes incoming emails to the right team, queue, or workflow—with intelligent prioritization, auto-replies for common questions, and zero manual sorting.
"We get about 3,000 emails a day into our support inbox. We had two people whose entire job was sorting—reading every email, deciding billing vs. technical vs. sales vs. spam, assigning to the right queue, tagging priority. Two full-time employees just to sort mail. And they still got it wrong 15% of the time. That's 450 misrouted emails a day. Each one adds a day to resolution time and requires someone to re-read, re-categorize, and reassign. We calculated it: misroutes were costing us $340K a year in extra handling time alone. That doesn't count the CSAT hit, the SLA breaches, or the enterprise customers who got treated like everyone else because nobody recognized them in the flood. We needed routing that was instant, accurate, and aware of who the customer was. Human sorting couldn't get us there."
— Head of Customer Operations, SaaS Company (3,000 emails/day)
Deploy an AI agent that reads every incoming email, understands intent and urgency, identifies the customer, and routes to the right team instantly—while auto-resolving simple requests without human involvement.
Understands email content, not just keywords. Detects intent, category, urgency, and sentiment—even when customers don't use the "right" words. Routes based on meaning, not pattern matching.
Looks up every sender instantly. Enterprise customer? VIP queue. Renewal in 30 days? Flag for CSM. Previous escalation? Senior agent. Routing decisions include full customer context.
Common questions answered automatically. Password resets, status checks, documentation requests—handled with contextual auto-replies. Customers get instant answers. Agents focus on real issues.
Deep comprehension of email content, not just keyword matching.
Instant lookup of sender with full account context.
Routes to the right team, queue, or individual based on rules and context.
Automatic prioritization based on content and customer context.
Handles common requests without human involvement.
Real-time visibility into email volume, routing, and trends.
SaaS company eliminated two full-time email sorters. Every incoming email automatically classified, prioritized, and routed to the correct queue within 30 seconds.
"Email from jennifer.walsh@globalretail.com. Subject: 'Invoice payment terms question.' Content analysis: Billing inquiry about Net-30 vs Net-60 terms. Customer lookup: GlobalRetail Corp, Enterprise tier, $240K ARR, healthy account, renewal in 8 months. Sentiment: Neutral, professional tone. Priority: P2 (billing inquiry, enterprise customer). Routing: Billing Team → Sarah Martinez (GlobalRetail account specialist). Confidence: 98%. Action: Assigned to Sarah with customer context attached. SLA: 4-hour response (enterprise billing)."
Critical production issue email identified, prioritized P1, routed to Tier 2, and on-call engineer paged—all before a human touched it.
"Email from david.chen@techstart.com. Subject: 'URGENT: Production API returning 500 errors.' Content analysis: Production outage, 500 errors, blocking customer transactions. Urgency indicators: 'URGENT' in subject, 'production,' 'blocking,' time-sensitive language. Customer lookup: TechStart Inc, Enterprise tier, $180K ARR, 47 health score (at-risk). Previous issues: None in 90 days. Priority: P1 (production down, enterprise customer). Actions: (1) Route to Tier 2 Technical, (2) Page on-call engineer via PagerDuty, (3) Send auto-acknowledgment with ticket number and 30-minute response commitment, (4) Notify CSM (Marcus) via Slack. Time from receipt to action: 15 seconds."
Common requests handled automatically with contextual responses. Password resets, status checks, documentation requests—customers get instant answers.
"Email from user@company.com. Subject: 'Password reset needed.' Content analysis: Password reset request, no additional context needed. Customer lookup: Active account, standard tier. Action type: Self-service eligible. Auto-response: 'Hi [Name], I've sent a password reset link to this email address. The link will expire in 24 hours. If you don't see it within 5 minutes, please check your spam folder. If you continue to have trouble, reply to this email and a support agent will assist you. You can also reset your password anytime at [self-service link].' Result: Customer clicked reset link within 3 minutes. Issue resolved. No agent involvement. CSAT survey (optional): 5/5."
CFO of enterprise customer emails from personal Gmail. System recognizes domain, links to account, and routes to enterprise queue with full context.
"Email from michael.johnson.cfo@gmail.com. Subject: 'Contract renewal discussion.' Content analysis: Contract/renewal discussion, decision-maker inquiry. Initial customer lookup: No match for personal email. Secondary lookup: Signature contains 'Michael Johnson, CFO, Meridian Industries.' Domain cross-reference: Meridian Industries = Enterprise customer, $890K ARR. Contact match: Michael Johnson = billing contact on account. Account status: Renewal in 45 days, expansion opportunity flagged. Priority: P1 (enterprise, renewal, executive contact). Routing: Enterprise Success Team → Jessica Chen (Meridian account manager). Alert: CSM notified via Slack. Context attached: Full account summary, renewal timeline, expansion notes, previous interactions."
Define routing rules that combine AI classification with business logic.
Recognizes email threads and routes replies to the original handler.
Examines attachments to improve classification (invoices, screenshots, logs).
Detects language and routes to appropriate language-skilled teams.
Filters marketing emails, auto-replies, and out-of-office messages.
Detects unusual volume patterns and alerts operations team.
Automatically creates tickets with category, priority, and tags.
Monitors multiple inboxes (support@, billing@, sales@) with unified routing.
Complete log of every routing decision with confidence scores and reasoning.
Reports to: Support Operations Manager
Availability: 24/7/365
Scope: All inbound support emails
Complete specification including classification rules, routing logic, and auto-reply templates.
Download .docxConfigure routing rules, customize auto-reply templates, and define priority criteria and escalation triggers.
Pay once. Own the asset. Full source code. Deploy on your infrastructure.
All email content and routing decisions never leave your infrastructure.
New classification models, routing improvements, and integration updates.
Configure routing rules, auto-reply templates, and priority criteria.
Deploy the Email Router Agent on your infrastructure. Every email classified, prioritized, and routed in seconds. Zero manual sorting. 35% auto-resolved.
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