Case study

Email Triage Agent

Automated email classification and routing for customer and supplier communication, with built-in status tracking and follow-up logic.

The problem

Some manufacturers work as an intermediary. A customer requests a product. You do not produce it yourself but you have a supplier network that can. You send the request to the right supplier, receive their quote, and forward it to the customer under your own name.

On paper this is straightforward. In practice it creates a constant tracking problem.

Did the supplier receive the request? Have they sent a quote back? Did you already forward that quote to the customer? Is the customer still waiting for an answer? When there are multiple open requests at the same time, it is easy to lose track of where each one stands.

The result is delays, missed follow-ups, and time spent searching through email threads to find the current status of an order.

How it works

Incoming emails from both customers and suppliers are classified automatically. The system identifies whether an email is a new customer request, a supplier quote, a follow-up, or a confirmation.

Based on the classification, the right action is triggered:

A new customer request generates a structured RFQ that is sent to the relevant supplier

A supplier quote is received, logged, and a customer-facing quote is prepared automatically

Open requests that have not received a response after a set number of days trigger an automatic follow-up

The status of every open request is tracked in one place so you always know where each order stands

What changes

You no longer need to manually track which emails have been sent, received, or answered. The process runs in the background. You step in to review and approve at the key moments, not to manage the communication flow.

Your customers always have one contact point. Your supplier relationships stay invisible to them.

Tools used

Works with your existing email setup. Status tracking runs in a shared spreadsheet or simple dashboard. No new software required.