What is shared mailbox triage?
Shared mailbox triage uses AI to categorise, route, and draft replies for team inboxes such as info@, support@, or orders@, applying a consistent persona and approval gates. HEIDI keeps ownership clear and sensitive actions human-approved.
Capabilities
What you can do with HEIDI Workspace
One voice across the team
A shared persona keeps tone consistent no matter who replies.
Clear ownership
Routing rules assign threads so nothing is dropped or doubled.
Approval gates by category
Sensitive categories require sign-off before send.
Audit-ready
Every routing and reply decision is recorded.
Use cases
Where teams apply HEIDI Workspace
Real workflows that benefit from visual design, automation, and governance.
info@ catch-all inbox
HEIDI sorts mixed mail and routes each thread to the right queue.
support@ with SLAs
HEIDI prioritises by urgency and drafts grounded responses.
orders@ operations
HEIDI files documents and routes confirmations for approval.
Avoiding double replies
Routing assigns an owner so two people do not reply at once.
Holiday coverage
The persona and rules keep responses consistent when staff change.
How it works
From chaos to clarity in 4 steps
Connect the shared mailbox
Bring info@, support@, or orders@ into the workspace.
Apply persona and rules
Set the shared voice, routing, and approval gates.
Triage and draft
HEIDI categorises, routes, and drafts grounded replies.
Approve and record
Sensitive replies wait for sign-off; every step is logged.
Why shared inboxes need governance
A personal assistant model breaks down on a shared inbox: tone drifts, threads get answered twice, and there is no record of who decided what. HEIDI is built for the team case — a shared persona for consistent voice, routing rules for clear ownership, and approval gates plus an audit trail for governance. That is the difference between a productivity helper and an operational workspace.