What is support inbox automation?
Support inbox automation uses AI to classify, summarise, ground, route, and prepare replies for inbound support email — and trigger ticket updates, escalations, or workflows when configured. HEIDI keeps a human in the loop on anything sensitive.
Capabilities
What you can do with Process Designer
Grounded answers, not generic AI text
Drafts use approved manuals, SOPs, and policies. Sources stay visible.
Triage that catches urgency
Urgent customer escalations rise in the daily briefing and routed escalations.
Approval-aware automation
Sensitive replies wait for a human approver. Auto-replies only run where setup allows.
Ticket and CRM updates
Designed to update tickets and CRM records after approval, when connectors are configured.
Escalations to Slack/Teams
Route the right summary and next step to the right channel.
Use cases
Where teams apply Process Designer
Real workflows that benefit from visual design, automation, and governance.
Customer A reports Product X is down
HEIDI tags urgent, summarises, drafts a holding reply, and escalates to on-call via Slack.
Customer B asks about a refund outside policy
HEIDI flags the policy, drafts the response, and routes approval to the named owner.
Repeat 'how do I' question with attached screenshot
HEIDI uses the manual to draft a stepwise reply with sources visible for approval.
Customer reports billing discrepancy
HEIDI gathers contract context, prepares a draft, and waits for finance approval before sending.
Customer asks for a setup checklist
HEIDI assembles the checklist from approved onboarding docs and prepares a tidy reply.
How it works
From chaos to clarity in 4 steps
Connect support inbox
Gmail or Outlook, with the team's existing labels.
Define knowledge sources
Manuals, SOPs, contracts, and policies HEIDI may use.
Triage and ground
Classify intent, detect urgency, retrieve the right knowledge.
Draft for approval
Prepared with visible sources for the reviewer.
Trigger connected actions
Ticket update, CRM note, Slack/Teams escalation — when approved.
Avoid these
Common mistakes (and how to avoid them)
Auto-sending support replies without approval
Customer trust takes years to build and one bad auto-reply to lose.
Configure auto-replies only where setup allows; require approval elsewhere.
Ignoring source visibility
Reviewers can't approve at scale without seeing the source.
Insist on grounded drafts with sources visible.
What support teams actually deal with
Support inboxes carry urgency, history, and policy — all at once.
A modern support inbox is rarely about a single message. It carries customer history, product context, contract terms, and policy. A safe reply requires all of it. HEIDI prepares the answer with the right context surfaced — so the reviewer can approve in seconds, not minutes.