Sort, categorize, and prioritize your support inbox automatically — so nothing falls through the cracks.
A logistics operation’s shared inbox is where everything lands and nothing is sorted: where-is-my-shipment questions, damage and loss claims, new booking and quote requests, rate questions, appointment-scheduling for dock times, carrier and driver messages, and billing disputes — all in one queue, all looking equally urgent at a glance. Without triage, a time-sensitive booking or a claim with a filing deadline gets buried under routine status questions, response times balloon, and customers escalate. Support-inbox triage reads every incoming message, classifies it by type and urgency, routes it to the right desk (track-and-trace, claims, booking, billing), drafts an acknowledgment so the customer knows it landed, and surfaces the genuinely urgent items to the top. It turns a chaotic shared mailbox into a sorted, prioritized workflow where the booking that needs a same-day response is not sitting behind forty status pings.
A freight brokerage triages its shared inbox automatically so booking and tender requests jump the queue ahead of routine tracking questions, and same-day quote response improved noticeably. A 3PL routes claims to a dedicated desk with an auto-acknowledgment that starts the clock and captures the required details, so nothing misses a filing window. A carrier’s operations inbox auto-classifies driver and appointment messages separately from customer billing questions, cutting the time dispatch spends sorting and getting urgent dock-scheduling issues answered faster.
Connect your support email (Google Workspace, Outlook, or a help desk like Freshdesk/Zendesk) to Make.com or Zapier.
Each new email is passed to GPT-4 with a classification prompt: categorize as Complaint / Question / Scheduling / Invoice / Other, and rate urgency 1-3.
Based on the classification, automatically apply Gmail labels or Zendesk tags, and route to the appropriate team queue or person.
For FAQ-type messages ('What are your hours?', 'Where's my invoice?'), have AI draft a reply that a human can review and send with one click.
Any message classified as urgent or containing keywords like 'complaint,' 'cancel,' or 'lawyer,' gets immediately flagged with a Slack notification to a manager.
Tuned for Logistics & Supply Chain. Use as-is or adapt to your voice.
Classify each inbound message: WISMO (track-and-trace/status), CLAIM (damage/loss/shortage — time-sensitive), BOOKING (new shipment/tender/quote — often same-day), RATE (pricing question), APPOINTMENT (dock/delivery scheduling), CARRIER/DRIVER (ops message), BILLING (invoice/dispute), OTHER. Assign urgency: HIGH (claims near a filing deadline, same-day bookings, service failures), MEDIUM, LOW (routine status). Tag with shipment/customer reference where present. Output classification + urgency + suggested desk for routing.
On classification, send an immediate acknowledgment matched to type — WISMO: here is the current status [auto-pulled] / we are checking and will update by [time]; CLAIM: we have received your claim and opened [ref]; here is what we need to process it: [list]; BOOKING: received, our team will confirm capacity and rate by [time]. Route to the owning desk and, for HIGH urgency, also flag a human immediately. Never let a CLAIM or same-day BOOKING sit unacknowledged. Suppress auto-ack on obvious spam/automated bounces.
Thanks for notifying us — we have opened claim [ref] and want to move quickly. To process it, please confirm: shipment/PRO number; date of delivery; nature of the issue (damage / shortage / loss); quantity and value affected; photos if damage; and the signed delivery receipt or any notation made at delivery. Time matters on freight claims, so the sooner we have these the better. Reply with what you have and we will tell you if anything else is needed. Your claim contact is [name, number].
Classify the following customer email. Return JSON only.
Categories: complaint, question, scheduling, invoice, other
Urgency: 1 (low), 2 (medium), 3 (high - needs immediate attention)
High urgency indicators: legal threats, service failures, payment disputes, safety concerns.
Email subject: [SUBJECT]
Email body: [BODY]
Return: {"category": "...", "urgency": 1, "summary": "one sentence summary", "suggested_reply": "optional draft reply if this is a simple FAQ"}Urgent email from [Sender] — [Subject] Summary: [AI Summary] Category: [Category] Link: [Gmail/Zendesk link]
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Don't fully automate replies to support emails without human review — especially for complaints or anything involving money or legal matters. AI triage and draft replies are excellent; fully autonomous replies carry risk in these categories.
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