Stop asking 'who handles this?' for every inbound message

Runs when anything arrives on a tracked channel: email, web chat, a contact form or a social DM by webhook. Every message should reach the right human within five minutes with its context attached.

Each message is classified as a sales enquiry, a support question, a billing question, a partnership approach, spam, or something needing escalation such as legal, security or abuse. It returns the label, a confidence score, and the products, competitors and urgency it picked out.

Sales goes to an AE task and the sales inbox, support to the support queue against the customer, billing to finance, partnership to BD, spam is archived quietly, and an escalation pages whoever is on call. Each branch carries the full message.

On the sales branch, the sender's email or domain is matched to an existing account or lead so their history shows. If nothing matches, a lead is created and enrichment is triggered.

On the sales branch, a reply that acknowledges the enquiry, references any past dealings and offers a concrete next step: a demo, a specialist, or pricing. It waits on the AE task for review. The target is a first response inside five minutes.

A task carrying the original message, the classification and its confidence, the matched account and the drafted reply. Assigned by territory or round robin, high priority for known accounts and medium for the rest.

Support gets the account tier, recent product usage and recent tickets. Paid plans are flagged as priority, free tier gets an FAQ first response.

If confidence is under 60%, or the message needs escalating, it goes to the ops triage channel with the AI's best guess so nothing falls through.

Validated and published. Each week a human grades a 5% sample against a 90% accuracy target, alongside the first response time and how often messages go to the wrong team. The prompts get tuned when accuracy slips.