Before · Manual
One person reads it
Find the deal by customer number. Work out what the email means. Create the follow-up task. Move the deal stage. Save the email on the record.
Slow, repetitive, and dependent on one person.
What happened to each email
Every message ends in one of three outcomes, and the inbox shows which.
0messages handled in twelve weeks
0
Fully handled
Closed by the agent. Nothing left to do.
447 work done in HubSpot901 moved away automatically0
Pre-sorted for the team
Customer found and email saved on the deal; a person decides the next step.
0
Needs a person
The agent could not identify the customer, so it leaves the email to the team.
What the agent does with every email
84% Of messages had the admin done without a person. Each dot is one message
What our clients say after going live
Integrations and AI agents in daily use, in our clients’ own words.
“The AI agent has transformed how we manage our day-to-day operations.”
Customer & Administration Manager
Pension advice firm
“Add a short client quote here, ideally about a result they noticed.”
Client name
Role, Company
“Add a second client quote here. Keep it to two or three lines.”
Client name
Role, Company
The challenge
One shared inbox, dozens of emails, all by hand.
The firm helps private customers move their savings from one provider to another. Every provider replies into the same inbox, in its own wording, with no common format.
After · The agent
The team only handles judgement
Customer found. Task created in the right queue. Deal stage moved. Email saved on the record. Message colour-marked in Outlook.
The team only handles judgement.
Inbox rules could not solve this. The subject often says little, and the right action depends on reading the body and checking the deal in HubSpot.
The solution
Five steps, every message
The AI decides only what an email means. Every HubSpot change follows rules the client agreed in advance.
Shared inbox1 new message
Pension provider● Handled09:14Re: Transfer of pension savingsWe are unable to complete the requested transfer. Please see the attached letter for the reason.📎 letter.pdf
Email typeTransfer requestedTransfer rejectedCustomer changed their mind+4 more
Customer
- Lookup 1 · no match
- Lookup 2 · one certain match
- Lookup 3
HubSpot
- Task created in the queue for that reason
- Email saved on the deal
Outlook● Green · handled
What happens in HubSpot
HubSpotUpdated just now
Pension transferDeal · updated by the agent
Task queues7 reasons · 7 queues
- Reason 1 queue2
- Reason 2 queue5
- Reason 3 queue34✓ Follow-up taskSame task again · skipped
- Reason 4 queue6
- Reason 5 queue4
- Reason 6 queue2
- Reason 7 queue5
Before creating a task, the agent checks the queue, so a repeat email never makes a duplicate.
A task in the queue for that reason. Seven reasons, seven queues, never a duplicate.
From rulebook to live in five stages
RolloutFrom rulebook to live
Map
Every email type and its rule, written down with the team.
Guardrails
Which stages it may move, and what it must never touch.
Test
Real inbox emails run through before go-live.
292 emailsRefine
Colour and stage rules adjusted with the team.
LiveRunning
Messages handled in the first twelve weeks.
2,489
Safe by design
When the agent isn’t sure, a person decides
A wrong update is worse than no update. Every message ends in one of three outcomes, and the inbox shows which.
How every message is decided
Four things it never does
Never guesses the customer
Anything short of one certain match goes to a person.
Never acts twice
Redelivered messages and open tasks are skipped.
Never answers for the advisor
When a provider asks a question, a person replies.
Never deletes anything
Messages are marked, never moved or removed.
Why it worked
Their process, not a template
Built on the firm’s own email types, queues, stages and rules.
Refined together
The colour model and stage rules were agreed before go-live.
- 292
Tested on real emails first
Real messages showed what to expect on day one.
- 403
Room to grow
New email types can be added. The unmatched messages are next.
If your process can be written as a rule, a conventional integration is cheaper and we will tell you so.
If someone has to read it first and decide what it means, that is a different job and it is the one this page is about.
System overview
AutomatedA closed loop for routine emails
Follow one email from the moment it lands to the moment the team can see it is done.
Shared inbox
Pension providerRe: Transfer of pension savingsNew
Pension providerTransfer completed
Pension providerQuestion about a policy
Ny Robot · AI agent
Waiting for new email
- ✓Read the email and attachment
- ✓Type: transfer rejected
- ✓Customer: one certain match
- ✓HubSpot updated
- ✓Marked green in Outlook
HubSpot
Pension transferDeal
No new activity yet
Routine emails are handled, logged and colour-marked before anyone opens the inbox.