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Home/Industries/Logistics & Freight/EmailOps

EmailOps: Inbox Triage & Routingfor Logistics Operations

Reduce manual inbox handling by turning inbound emails into structured, routed work with SLAs and clear ownership. Stop losing hours to email chaos.

CORE PROMISE
IntakeUnderstandRouteActTrack

Without losing control on exceptions

Best For:
3PLs
Freight Forwarders
Carriers
Last-Mile Delivery
Customer Support
Ops Desks

Common pain points we solve

Shipment status updates, pickup requests, rate confirmations, documentation requests, claims, exceptions, and escalations. Your teams lose hours daily to manual work that should be automated.

Reading long email threads and attachments

Identifying shipment/order references.

Chasing missing details

Forwarding to the right team/branch/person

Manually updating systems and tracking SLAs

Where this fits

Ideal starting scope for a pilot implementation

Teams Involved

  • Operations desk
  • Customer service
  • Documentation
  • Claims & dispatch
  • Billing/AP (optional)

Channels

  • Email + attachments
  • PDF/Images/Excel
  • Shared inboxes
  • Forwarded threads

Ideal Pilot Scope

  • 1 shared inbox
  • 6-10 request categories
  • 1 escalation/SLA policy

Inputs & Outputs

What goes in and what comes out

Inputs

  • Emails

    New, reply threads, forwarded

  • Attachments

    PDF/JPG/XLS, invoices, rate confirmations, spreadsheets

  • Reference Sources

    Shipment master lists, customer directory, SOPs/templates

Outputs

  • Routed Work Items

    Assigned to queues/owner automatically

  • Ticket/Task Creation

    Jira/tickets/ServiceNow integration

  • Structured Data Payload

    JSON/CSV for downstream systems

  • Draft Replies & Templates

    Follow-up templates ready to send

  • Dashboards + Audit Logs

    SLA tracking and full visibility

Use Cases Covered

Common logistics intents we automate

WISMO / Shipment Status

What is my order status?

Pickup Scheduling

Schedule & reschedule pickups

Claims Intake

Damage reports & claims

Invoice Query

Billing requests (optional)

Rate Confirmation

Quote follow-ups & confirmations

Delivery Exception

Disputes & exception handling

Vendor Follow-ups

Chase missing information

POD/Document Request

Proof of delivery requests

The Workflow

Step-by-step automation from intake to tracking

Step 1

Intake

Inbound emails from customers, carriers, internal teams, vendors

Step 2

Understand

Classify intent (status, pickup, exception, POD request) + detect urgency

Step 3

Extract

Pull shipment IDs, PO numbers, container IDs, customer name, etc.

Step 4

Validate

Check required fields and match references to master data

Step 5

Route

Assign to right queue/owner based on rules and priority

Step 6

Take Action

Auto-create ticket, draft response, trigger escalation if needed

Step 7

Track

SLA timers, aging, backlog, dashboards, exception reasons

What ApexIQ Delivers

Intent Taxonomy + Routing Rules

6-10 categories to start

Classifier + Extraction Pipeline

Tuned for logistics entry patterns

Validation Rules

Required fields per request type

Exception Lane

Low-confidence or missing-info cases

Auto-Actions

Ticket creation, tagging, draft responses

SLA Tracking + Dashboards

Volume, aging, backlog visibility

Audit Trail

Full traceability of decisions

Deployment + Monitoring

Drift checks, failure alerts

Integrations & Data Sources

We Integrate based on your stack

Email

  • Outlook/Microsoft 365
  • Gmail/Google Workspace

Ticketing

  • Jira
  • ServiceNow
  • Freshdesk/Zendesk

Ops Systems

  • TMS/WMS
  • CRM
  • Shipment databases

Docs

  • SharePoint
  • Drive
  • S3 style storage

Messaging

  • Slack
  • Teams notifications

Accuracy & Safety Controls

Built-in safeguards and quality measures

Confidence Scoring

Automate only above threshold

Thread Awareness

Context across replies/forwards

Human Review Lane

Low-confidence cases routed for review

PII Handling

Anonymize/mask sensitive data

Validation Checks

Required fields per intent

Fallbacks

Request missing info or triage queue

Guardrails Built-In

Automate only high-confidence cases
Human review for exceptions
Full audit trail on every action

Pilot Plan (2–4 Weeks)

A proven timeline to get you to production

W1Week 1

Discovery + Dataset

  • Collect sample emails (anonymized) across top categories
  • Define taxonomy, routing rules, SLA targets
  • Identify system integration approach
W2Week 2

Build + Baseline

  • Train/configure classification + extraction
  • Implement validation + exception queue
  • Ship initial routing automation and dashboard
W3Week 3

Controlled Rollout

  • Run in shadow mode — compare AI vs human routing
  • Tune intents, reduce false routing
  • Enable auto-ticket creation + templates
W4Week 4

Expand + Harden

  • Add more intents or one more inbox/queue
  • Add escalation triggers + SLA alerts
  • Document runbooks + monitoring + handover

Success Metrics

What we measure and what you can expect

85%Email Classification Accuracy
80%Correct Routing Rate
60%Triage Time Reduction
2xResponse Time Improvement

Pilot KPI Targets

85% of emails correctly classified
80% correctly routed to right queue/owner
Reduction in manual triage time
Average first-response time improvement
Exception rate tracking (missing/low conf.)
SLA adherence improvement

What We Need From You

Client checklist to kick off the pilot

1
200–500 sample emails across categories (anonymized)
2
Current routing logic (who handles what, SLA rules)
3
Access method: inbox API + ticketing API
4
List of required fields per request type
5
One ops owner + one reviewer for pilot feedback

Ready to reduce inbox chaos and speed up logistics operations?

Book a consultation or request an assessment—we'll recommend the best first workflow to pilot.