Request sorting and routing
Urgent messages get seen in minutes, not the next morning. Every email, text and form is read, tagged and put in front of the right person as it lands.
Hours back
4
hours a week back, typically
How it runs
What we build, step by step.
This is the usual shape. Yours gets built around how your team actually does the job.
- 01
Messages read as they arrive
Email, texts, WhatsApp and web forms come into one stream, so nothing depends on who's watching which channel.
- 02
Tagged by type and urgency
New job, existing job, billing, complaint, supplier or junk. Words like leak, no heating or safety issue push a message straight to the top.
- 03
Customer matched and history attached
The sender is looked up in your job or customer system, so the message arrives with their open jobs, last visit and any unpaid invoices alongside.
- 04
Sent to the right person
Billing goes to the office, complaints to the manager, new work to whoever books jobs. Urgent items also trigger a text or a Teams alert.
- 05
A daily list of anything unanswered
Anything still waiting past your agreed time is listed each afternoon, so nothing goes stale in a queue.
Shown with software we see a lot. If your team uses something else, we build it into that instead.
Built for your business
Same job, different business. We build yours.
Two firms in the same trade rarely run a job the same way. Different software, different steps, different people signing off. We build it for your business, around how your team actually does the job.
Your steps
Built around the order your team already works in, odd exceptions included.
Your software
Runs inside the tools you already pay for, set up the way you use them.
Your rules
Your wording, your limits, your sign-offs. Nothing generic goes out in your name.
You sign off
Your team keeps the final say.
It only sorts and forwards. Your people still decide what to do with every message, and you set the routing rules and the urgent words.
What it's worth
What those hours add up to.
4 hours a week, over 46 working weeks, is 184 hours a year. At $50 an hour, that’s
$9,200
back in the business, every year.
Typical, not promised.
Before and after
The job, before and after.
How it runs today
One shared inbox and a WhatsApp number serve the whole business. New work, invoice questions, complaints, supplier emails and spam all land in the same pile. Someone sorts it between other jobs and forwards things on, and the urgent message from Tuesday morning gets noticed on Wednesday.
What we build
- Messages read as they arrive
- Tagged by type and urgency
- Customer matched and history attached
- Sent to the right person
- A daily list of anything unanswered
A month in
Urgent messages are seen within minutes, the 4 hours a week of forwarding emails goes away, and the afternoon list shows anything still waiting.
FAQ
What if it puts something in the wrong pile?
Whoever gets a misrouted message moves it, and those corrections tune the sorting rules during the supervised weeks. A misrouted message still shows up on the daily unanswered list, so nothing gets lost.
Do we have to change inboxes?
No. Customers keep using the same email address and phone numbers, and the request sorting happens behind the scenes.
More for customer service
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Bring this one to a free live build.
Thirty minutes on request sorting and routing. We build its elf with you, live, and you keep it.