STEP 01 · SEE WHAT NEEDS ATTENTION FIRST
The inbox becomes a priority queue
Every message is tagged by topic, urgency, requester and SLA so the team knows where to start.
Automates repetitive stepsSaves admin timeKeeps people in control
New today53
Urgent7
SLA at risk3
Request
Category
Priority
Owner
Site login failure
Technical
Urgent
Support
Invoice copy
Billing
Normal
Finance
Demo request
Sales
High
James
STEP 02 · ROUTE TO THE RIGHT TEAM
Stop manually forwarding mail
Classification rules send requests to the correct queue while unusual items stay visible for manual routing.
Automates repetitive stepsSaves admin timeKeeps people in control
Support
Login failureUrgent
Password resetNormal
Finance
Invoice copyNormal
Sales
Demo requestHigh
Proposal requestHigh
MessageClassified
→QueueAssigned
→OwnerNotified
STEP 03 · PREPARE THE FIRST RESPONSE
Give operators a useful draft
Vorlo drafts acknowledgements or common replies using the request type and approved response guidance.
Automates repetitive stepsSaves admin timeKeeps people in control
Customer: We cannot access the portal and have an urgent client deadline.
Thanks for flagging this. We have marked the issue as urgent and routed it to the support team. We will update you as soon as we have confirmed the cause.
Approve and send.
Human control
All external drafts can require approval.
Sensitive requests
Can be forced to manual handling only.
STEP 04 · MANAGE BACKLOG AND SLA
Managers see workload, not just messages
Volume, queues, response times and breached items are visible for the team lead.
Automates repetitive stepsSaves admin timeKeeps people in control
Avg first response34 min
Open backlog19
Correctly routed93%
Queue
Open
At risk
SLA
Support
9
2
Watch
Finance
5
0
Good
Sales
5
1
Watch