Service 05
Support Inbox & Voice Agents
Your inbox, your chat, your phone line — the same pattern everywhere: routine questions all day, with the urgent ones buried among them. This is the build that classifies, drafts and routes across every channel, so a person reviews instead of triages from scratch.
Teams where the same questions arrive across email, chat, SMS and the phone all day, and where the urgent ones get lost among the routine — response time ending up a matter of who happens to be covering that channel.
The same questions arrive by email, chat, SMS and phone all day, and the urgent ones get buried among the routine ones.
Every channel queues separately, so nothing gets triaged in the order that actually matters.
Response time ends up depending on who happens to be covering the inbox or the phone right then, not on how urgent the message actually is.
How it's built
Five stages, and a human at the end.
Each stage is something you can watch run. Nothing here is a black box you're asked to take on faith.
Connect
Your inbox, chat, SMS and phone line (Twilio) are wired into an n8n workflow running on your own accounts, so every channel feeds into one system instead of several.
Classify
Each incoming message or call is labelled by topic and urgency, so the sensitive and time-critical items are identified before anything else happens.
Draft
A reply is drafted from your own policies and past answers — in your voice, grounded in how your team actually answers that question.
Route
Anything sensitive or unclear is escalated to the right person with the context attached, instead of landing in a general queue.
Approve
A person approves anything that isn't a routine reply you've pre-approved to send on its own. The system drafts and routes; it doesn't decide alone.
- A running n8n workflow connecting your inbox, chat, SMS and phone line under your own accounts
- Twilio-based voice handling for defined, routine call types
- Classification rules tuned on your own real messages
- Drafting prompts tuned to your team's voice and policies
- An escalation path that attaches context instead of a bare notification
- Monitoring, plus a runbook for when something changes upstream
Custom Software & AI Operations Platforms
Losing hours to work an AI system could handle?
Tell me about the process. I'll tell you straight whether it's worth automating — no pitch, no obligation.
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