Accounting · Worked example

Shared inbox triage for an accounting practice

Sorts the practice's shared inbox, answers the routine questions and hands the rest to the right accountant with a summary.

Email SummariesHuman handoffYour knowledge

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The problem

The info@ inbox collects everything: client questions, IRD letters, supplier invoices, job applications. Someone has to read every email just to work out who it's for.

How it works

Reads every email to the shared inbox as it arrives
Labels it by type: client question, tax authority letter, invoice, enquiry or noise
Replies to routine questions like office hours, upload links and payment options
Forwards client questions to the right accountant with a two-line summary
Learns the practice's tone from past replies so drafts sound like the team

What it connects to

Email (Outlook or Gmail)
Practice management system
Accounting software such as Xero

Sample email thread

ClientHi, what's your bank account number again? I want to pay the invoice you sent last week.
AgentHi Sarah, thanks for getting onto that. Our bank details are at the bottom of the invoice, and you can also pay by card using the link in the invoice email. Use the invoice number as the reference.
ClientAlso, I got a letter from IRD about provisional tax. Should I be worried?
AgentI've passed that one to your accountant with the details. They'll look at the letter and come back to you within one working day.

Illustrative conversation. Names, numbers and details are made up.

Capabilities used

Summaries. Every conversation ends with a written summary, a transcript and the next step.
Human handoff. Transfers the call, books a callback or forwards the email when a person should take over.
Your knowledge. Answers from your documents, website and videos, and stays current when they change.