Design an inbox triage agent

What you will learn

• Define useful request categories.
• Capture fields before dispatch.
• Create a visible exception path.

The lesson

Start with a small set of intents, such as new order, order change, quotation request and general enquiry. For each intent, specify the information needed to route it: sender, reference, items, due date and any missing detail. Keep the original message attached to the structured record.

Routing should be a separate step from interpretation. A request with a missing order reference may be classified correctly but still need a person to ask a follow-up question. Record the reason for that handoff so the team can improve the rule later.

Try this

Take ten recent inbox messages. Assign each an intent, the fields you would extract and a destination. Mark every message that needs a person before any action is sent.