Request sorter
Gives every incoming question a label and a priority and puts it with the right colleague.
Saves, estimated: ± 5 hours a week
Request sorter is an AI agent from Altramano for customer service. An AI agent does a task that involves reading, assessing or writing, such as assessing an enquiry or drafting a reply. It puts it in front of you, or does it itself if you want it to.
What it does
- Reads every new mail or ticket in the shared mailbox.
- Works out what it is about: a fault, an invoice, an order, a complaint.
- Gives a priority according to your rules, for instance faults always at the top.
- Assigns the question to the colleague or the team that handles it.
An example
- In
- Seventeen mails on a Monday morning in the shared inbox.
- Out
- Seventeen labelled tickets, three with high priority at the top, spread over four colleagues.
Integrations it uses
ZendeskCreate, update and follow tickets in Zendesk, with triggers on new or changed tickets.
GmailFind, send and answer mail in Gmail, with a trigger on new mail.
Microsoft OutlookFind, send, answer and draft mail in Outlook and pull attachments, with a trigger on new mail.
Microsoft TeamsChannels, chats and messages in Teams, with triggers on new messages.
SlackSend messages to channels and people in Slack, with triggers on new messages and reactions.
TrengoReading conversations, messages, contacts and profiles in Trengo, creating contacts and conversations, sending a message or an internal note and assigning or closing a conversation, with a trigger on every new conversation.
Where the limit lies
It sorts and assigns; it does not answer. An assignment can always be reversed.
Templates it bundles
| Sjabloon | Soort | What it does |
|---|---|---|
| Mailbox → ticket with classification and assignment | automation + assistant | Every mail in your service mailbox becomes a ticket in a table, with a category, an urgency and a proposal for who picks it up. |
| Escalation after 24 hours | automation | Tickets still set to New after 24 hours land in a manager's mailbox. |
Frequently asked questions
How does it know who handles what?
You give it the layout: which subjects belong to which colleague or team. You change that list whenever you want.
What does it do with a mail that fits nowhere?
It puts it on a separate list with its best guess. You choose, and it learns from that.
Does the customer see any of this?
No. The customer only notices that the question reaches the right person faster.