Inbound Email Triage Config

Manage the active Step 1 routes and Step 2 subtypes used by guided triage and the record outcomes they apply.

6 routes29 subtypes

Routes

Step 1 choices shown to operators.

Add Route

Routes stay simple. Only active routes appear in guided triage.

Inactive routes stay in config but disappear from operator choice lists.

Configured Routes

Edit a route only when needed. Summary mode keeps the list easier to scan.

Label
Code
Order
Active
Actions
Sales / Enquiry
sales
10
Active
Support / Job / Issue
support
20
Active
Accounts / Payment / Invoice
accounts
30
Active
Internal / Admin
internal
40
Active
General / Other
general
50
Active
Junk
junk
60
Active

Subtypes

Step 2 choices plus the operational outcomes applied back to the email record.

Add Subtype

Subtypes carry the real triage meaning. Outcome flags define what applying that choice does.

Close automatically clears and disables Action so contradictory outcomes cannot be staged.
Only active subtypes appear to operators, in the order set here.

Configured Subtypes

Rows open into edit mode only when needed, so the list stays readable as it grows.

29 configured
Route
Label
Code
Outcomes
Order
Active
Actions
Sales / Enquiry
New enquiry
new_enquiry
Lead
10
Active
Close clears Action automatically in the UI and in persistence.
Sales / Enquiry
Existing quote follow-up
existing_quote_follow_up
Lead
20
Active
Close clears Action automatically in the UI and in persistence.
Sales / Enquiry
Existing customer request
existing_customer_request
Lead
30
Active
Close clears Action automatically in the UI and in persistence.
Sales / Enquiry
Specification / tender request
specification_tender_request
Lead
40
Active
Close clears Action automatically in the UI and in persistence.
Sales / Enquiry
Pricing / availability query
pricing_availability_query
Lead
50
Active
Close clears Action automatically in the UI and in persistence.
Sales / Enquiry
Other sales query
other_sales_query
Lead
60
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
Existing job update
existing_job_update
Action
10
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
New issue / fault
new_issue_fault
Action
20
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
Service visit / scheduling
service_visit_scheduling
Action
30
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
Parts / consumables request
parts_consumables_request
Action
40
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
Complaint / escalation
complaint_escalation
Action
50
Active
Close clears Action automatically in the UI and in persistence.
Support / Job / Issue
Other support query
other_support_query
Action
60
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Payment received
payment_received
Accounts
10
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Customer chasing invoice
customer_chasing_invoice
Accounts
20
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Invoice query / discrepancy
invoice_query_discrepancy
Accounts
30
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Supplier statement / bill
supplier_statement_bill
Accounts
40
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Credit note / refund
credit_note_refund
Accounts
50
Active
Close clears Action automatically in the UI and in persistence.
Accounts / Payment / Invoice
Other accounts query
other_accounts_query
Accounts
60
Active
Close clears Action automatically in the UI and in persistence.
Internal / Admin
Internal note only
internal_note_only
No outcomes
10
Active
Close clears Action automatically in the UI and in persistence.
Internal / Admin
Needs assignment
needs_assignment
No outcomes
20
Active
Close clears Action automatically in the UI and in persistence.
Internal / Admin
Admin / system message
admin_system_message
No outcomes
30
Active
Close clears Action automatically in the UI and in persistence.
Internal / Admin
Archive / no action
archive_no_action
No outcomes
40
Active
Close clears Action automatically in the UI and in persistence.
Internal / Admin
Other internal
other_internal
No outcomes
50
Active
Close clears Action automatically in the UI and in persistence.
General / Other
Needs manual review
needs_manual_review
No outcomes
10
Active
Close clears Action automatically in the UI and in persistence.
General / Other
Route to colleague
route_to_colleague
No outcomes
20
Active
Close clears Action automatically in the UI and in persistence.
General / Other
Customer service general
customer_service_general
No outcomes
30
Active
Close clears Action automatically in the UI and in persistence.
General / Other
Unknown / unclear
unknown_unclear
No outcomes
40
Active
Close clears Action automatically in the UI and in persistence.
Junk
Newsletter
newsletter
Close
10
Active
Close clears Action automatically in the UI and in persistence.
Junk
Spam
spam
Close
20
Active
Close clears Action automatically in the UI and in persistence.