Classify
Enquiry, quote, complaint, invoice, appointment, spam – with customer and case.
Email automation: Recognise enquiries, prepare them and pass them into the right process.
Incoming emails are classified, missing details spotted, replies prepared and defined follow-up processes triggered – a person checks and sends.
In short: An email agent reads defined mailboxes, recognises requests and attachments, matches customers or projects and prepares the next step. Sending, commitments or critical changes remain subject to configurable approvals.
Starting point
Where time is lost today.
- Shared inboxEverything lands in one mailbox and is sorted through in the evening.
- Manual sortingWho handles which email is decided by hand.
- Copy/pasteReplies are pieced together from old emails.
- Missing attachmentsA missing plan or receipt is only noticed during processing.
- Forgotten follow-up tasksWhat should happen after the reply gets left undone.
How it works
What the solution does, step by step.
Spot missing details
Address, property, deadline or attachment missing? Prepare a follow-up question.
Read attachments
Capture plans, receipts and forms in a structured way.
Prepare a reply
Draft from templates, the knowledge system and customer history.
Start a workflow
Create a quote, suggest an appointment, create a task, open a ticket.
Update CRM/ERP
Create or add to a case – after approval.
Before – after
What changes in day-to-day work.
Examples from the workflow – no percentages, as only a measurement in your business can provide those.
| Situation | Today | With the solution |
|---|---|---|
| Enquiry by email | lands in the shared inbox, sorted through in the evening | classified, customer matched, follow-up question prepared |
| Response | copied together by hand from old emails | draft with template and customer history; a person checks and sends |
| Attachment | opened, read, filed | extracted and assigned to the case |
| Follow-up | Excel list of who wanted what | case in the CRM/ERP, task assigned |
Benefit
What this use case improves.
Faster triage
Incoming emails can be given a category, customer and owner promptly.
Less manual transfer
The email becomes the case, without re-typing.
More complete process
Missing details are spotted early.
Traceability
Who prepared and approved what, and when, is documented.
In action
What working with it looks like.
Sample images from our visual library – the interfaces shown are illustrations, not client data.
Responsibility
What stays with people.
Sending, commitments and any reply in non-approved cases. The agent prepares and triggers defined steps.
The solution prepares, sorts and hands over – your staff make decisions and grant approvals, following rules you set.
Systems & integrations
Where the solution connects.
For example – what exactly gets connected depends on interfaces and permissions and is checked in the AI potential assessment.
- Microsoft 365 / Outlook
- CRM
- ERP
- DMS
- Ticketing system
- Easy Factura
Building blocks & products
The technology behind it.
Solution building blocks are the technical components the solution is built from. Products are only named where they fit the task.
AI agents
Task, tools, approvals – the agent works through the inbox.
View building blockDocument AI
Recognise and read attachments.
View building blockProcess automation
Handover to CRM, ERP, calendar.
View building blockEasy Factura
The enquiry becomes the quote.
View product
Control, data & operation
Control stays part of the system.
Depending on the product and interfaces, we run the solution on your premises, in a Swiss cloud or as a combination. Before the pilot, we clarify data flows, access rights and compliance requirements. Background: Private AI and On-premise & hybrid (running on your own servers or a mix of both).
| Topic | Implementation |
|---|---|
| Data | Customer data and correspondence – internal to confidential. |
| Approvals | Before sending and before commitments; the default is “draft, a person checks and sends”. |
| Roles & permissions | Mailbox access and write permissions in CRM/ERP by role; suspicious emails get no automatic attachment processing. |
| Logging | Classification, draft, approval and triggered steps traceable for each email. |
| Operating model | Private cloud, running on your own servers or a mix – mailbox access determines the architecture. |
Industries
Where this use case is typical.
- Trades & building services
- Accounting & fiduciary
- Real estate
- cross-industrythe workflow is not tied to a single industry
Standard approach
How a trial run (pilot) can start.
The pilot does not cover the whole process straight away. We pick a clearly defined part, set approvals and success criteria and test it with real data and the people who work with it. This approach is the same for every use case.
- Choose a processA clearly defined part of the workflow that takes up time today and can be measured.
- Clarify data and systemsWhich data, which interfaces, which permissions – and what is missing.
- Implement a defined workflowWith defined approvals and success criteria, not the whole process at once.
- Measure in real operationWith real data and the people who work with it; then expand or stop.
Related use cases
Related pages.
Frequently asked questions
Frequently asked questions: email & inbox
Does the AI reply on its own?
Only in defined and approved cases; the default can be “draft, a person checks and sends”.
How are suspicious attachments handled?
Security rules and existing protection systems must be placed upstream or taken into account; suspicious emails are not processed automatically.
Can a shared mailbox be processed?
Yes, provided access, interfaces and permissions are in place.
Which companies is this use case suitable for?
Businesses with a shared mailbox, many similar enquiries and follow-up processes in a CRM, ERP or ticketing system – from administration to service teams.
Next step
Check this task for your business.
Describe your current workflow in two sentences. We check the benefit, data situation, integration effort and risks and show whether a product, a solution building block or a custom solution makes sense.