Inbox
Never ask who they are.
The address, the order number in the subject line, the portal session, the domain of the sender. Most messages can be matched to a customer before a person reads them, and the ones that cannot should say so plainly.
Several signals, ranked
An authenticated portal session is certain. A matching email address is near-certain. A company domain is a guess and is shown as one rather than asserted.
Unmatched is a state, not a failure
A message from an unknown address is flagged for a person to link, and linking it teaches the match for next time. Guessing silently is worse than not knowing.
Identity does not mean authorisation
Recognising somebody is not the same as letting them change a subscription. Sensitive actions still require verification, which is a separate decision on purpose.
Inbox
The rest of this area.
Every channel in one place, with the customer's history attached to each message.
One inbox
Email, chat, forms and portal requests in a single queue.
The context beside the message
What the company already knows, assembled before the agent replies.
Triage
What kind of request this is, and how urgent, decided once.
Ownership
One person responsible for the next move, on every conversation.
Handover
Passing a conversation without making the customer start again.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
Keep the mailbox you already use · The AI is never metered · [email protected]