What it does
- Read each inbound email in a shared mailbox such as sales@, support@ or info@ (Gmail, or any IMAP and SMTP mailbox).
- Classify the message by sender, subject, content and attachments, with rules for known patterns and an AI agent for everything else.
- Forward, reply, archive or escalate automatically, and label the outcome in the mailbox so the team sees what happened.
- Draft quotation replies from customer enquiries for approval before they are sent.
- Flag threads that are still waiting for a reply after your SLA window.
How it works
- Connect the shared mailbox to the ERA email routing workflow.
- Describe in plain language the kinds of email you receive and what should happen to each: forward to a person, reply, archive or escalate.
- Add the business information the agent may use for replies, and set a fallback contact for anything that matches no rule.
- Test with sample emails, enable the workflow, and review every action in the execution history.
Who it is for
Teams that share one inbox for enquiries or support: travel agencies, retailers, schools and colleges, clinics, packaging and manufacturing sales desks and service companies. It suits teams of two as well as twenty, and you control how much is automatic.
Control and safety
You decide what is automated. Each route can reply, forward the enquiry to a person, or do both, the agent can only use the destinations you saved, and every message and action is kept in the execution history so your team can review it.
Frequently asked questions
Is this a replacement for a helpdesk or shared inbox app?
It automates the work done on a shared mailbox: triage, routing, first replies and follow-up reminders. Your team keeps working in the mailbox they already use, and you can connect your own CRM when you want enquiries recorded there.
Can it route customer inquiries to different people?
Yes. Rules and the AI agent decide who should handle each message, for example sales, accounts or a specific salesperson, and forward it with the details attached. Both the "enquiry" and "inquiry" spellings work the same way; it reads the content, not a spelling.
Does the agent replace my team?
No. It handles the repetitive first response and sends real enquiries to the right person with the details attached. Anything that needs judgement, such as a custom price or a complaint, is forwarded to your team.
Also known as
Shared Inbox Automation also covers what people search for as:
- Shared Mailbox Automation
- Team Inbox Management
- Shared Email Inbox Software
- Support Inbox Automation
- Collaborative Inbox AI