01Emails
The inbox sorted before 7 a.m.
- The problem
- A general inbox that receives about sixty emails per business day. Sorting by hand takes an hour every morning, and about once a month an important request gets lost between two newsletters. It is not an email problem, it is an attention problem.
- What was built
- Automatic filing on arrival. Routine replies drafted, for approval. Escalation of urgent requests to a manager, with a phone alert for critical cases. Four successive versions; the latest runs continuously.
- The result
- The inbox is sorted before 7 a.m. Urgent cases surface the same day. Nobody had to learn a new tool: everything happens in the existing inbox.
What I learned from itA trigger with no filter on the inbox once produced a loop: the system was replying to its own messages. The guard that prevents it is part of everything I have delivered since.
