The inbox
A property management company finds 23 new messages: invoice questions, repair requests, parking queries and one complaint.
Shared inbox → sorted, owned requests
Customer requests
without inbox chaos.
When everyone can see the shared inbox, it is easy to assume someone else has replied. Altersoft builds workflows that sort each request, give it an owner and prepare draft replies for routine questions.
shared-inbox-triage.flowIllustrative example
Before: Everyone reads everything, and some requests get missedWith automation: Every request sorted, with an owner
- Requests pile upOne shared inbox; nobody sure who has what
- AI reads and sortsBilling, repairs or questions; urgent ones marked
- Owners assignedEach request goes to the right person
- Drafts for routine questionsFrom approved answers; checked before sending
- Sensitive ones to a managerA complaint skips the drafts and goes to a person
From inbox to owner
Keep the conversations.
Lose the guesswork.
For property managers, facilities teams, suppliers and service businesses where questions, changes and problems all arrive in one shared mailbox.
Replies stay with your team. Drafts use answers you have approved, every draft is checked before it goes out, and complaints or anything sensitive skip the drafts entirely.
Read each request
Read new messages in the shared inbox, including attachments, and work out what each one is about.
Sort and mark urgency
Put each request into a topic you define, such as billing, repairs or general questions, and mark anything urgent by your rules.
Assign an owner
Give every request a named owner based on topic, location or workload, so the unassigned count goes down rather than up.
Draft routine replies
For common questions, draft a reply from your approved answers. The owner checks, edits and sends it.
Escalate the sensitive ones
Complaints, legal matters and anything unusual go straight to a manager, with no automatic draft.
Illustrative example
A Monday morning inbox.
One message is a complaint.
Fictional scenario, not a customer case study or a live demonstration. Outcomes depend on your documents, data and systems.
The sorting
Requests are sorted into billing, repairs and questions, and a leak is marked urgent. Each one gets an owner, and routine questions get draft replies.
The decision
The complaint skips the drafts and goes to the manager. Staff check and send the drafted replies; the urgent leak is dealt with first.
Systems & safeguards
Built around
your source of truth.
We assess access and data quality before promising a connection. These are integration options to scope, not ready-made connectors included in every project.
Email & helpdesk
Work with Microsoft 365 or Google shared mailboxes, or helpdesk tools such as Zendesk or Freshdesk where access allows.
Approved answers
Keep the knowledge used for drafts in one place you control, such as policies, opening hours and price lists, and keep it up to date.
Routing rules & audit trail
Define topics, urgency and owners with your team, and record who was assigned what, so performance and gaps are visible.
Agree how your data is handled before connecting it
We scope who can access documents, which hosting and AI providers are used, retention and deletion, and what appears in logs. Use redacted samples for discovery. This page does not accept uploads or process any of your data.
Scope, delivery & pricing
Start with one
shared inbox.
A fixed project quote follows a review of your inputs, systems and approval rules. The website's general starting price is not a price promise for this workflow.
Define a small pilot
Pick one mailbox, three or four topics and a handful of approved answers. Run sorting and drafts alongside your current process before changing how the team works.
What affects the cost?
Document variety, data quality, integration access, rule complexity, permissions and volume. We agree delivery dates after this assessment; system access and data cleanup can extend the work.
Make running costs explicit
The proposal should separate the build from hosting, AI usage, third-party licences, maintenance and future changes, specifying what is included and who owns each ongoing task.
Estimate the opportunity using your own numbers
For illustration only: 600 messages a month × 2 minutes less reading and sorting each = 20 hours of capacity. At an assumed £28 per hour, that is £560 of staff time before software costs. It is not a measured result or a guaranteed saving; validate the assumptions in a pilot.
See our general pricing approach · Meet the engineer who builds it
Free first chat
Is your shared inbox
everyone's job and no one's?
Tell us roughly how many messages arrive, what they are usually about and who answers them. No customer emails needed for the first conversation.
Discuss your shared inboxOr call +44 7441 113592