AI assistant · workflow detail
William — turn incoming branch messages into a workable queue.
AI labels each message with a draft category — reply draft, book/check, escalate, waiting, information only. Staff still decide priority, urgency and final handling.
Branch inboxes mix urgent, routine and sensitive messages. For independent estate agents in Northern Ireland, the GAIS Branch Inbox Triage Assistant labels incoming messages and drafts triage notes — it does not delete, send, book or update anything itself.
The branch job
A branch inbox mixes a viewing enquiry, a maintenance email, a portal comment, a vendor asking for an update, a solicitor chasing a document and a junk message — all in one morning.
The negotiator has to skim the lot, work out what is urgent, decide who owns each item, and act in the right order. Triage is the first thing that has to happen before any reply.
The GAIS Branch Inbox Triage Assistant is designed around that admin job for Northern Ireland estate agencies.
The old way
A typical inbox sort creates small bits of work:
- skim the inbox and mark obvious urgent / sensitive items;
- spot the viewing enquiries that need quick replies;
- decide what can wait and what a partner should see;
- draft a short reply for the easier ones;
- flag maintenance, deposit or arrears signals to the right person;
- park information-only messages without losing them.
None of this is glamorous. That is why it is a later candidate — once the first three feel useful.
What the assistant receives
For a first demo, the assistant uses fictional or dummy branch messages only.
A later controlled pilot could define approved inputs such as:
- message text (subject line + body);
- sender label and any portal / vendor / solicitor context;
- approved branch wording and tone;
- approved label set (e.g. reply draft, book/check, escalate, waiting, information only).
The first demo does not need mailbox access or live CRM records.
What the assistant prepares
- a draft label for each message from the approved set;
- a short triage note (why this label, what to watch for);
- an "owner suggestion" the staff member can override;
- a flag for any obvious urgent or sensitive content.
That gives staff a cleaner starting point. It does not remove the human decision.
What staff still approve
Staff still check:
- whether the label is appropriate, or whether to override it;
- whether the owner suggestion is right;
- whether the message is sensitive or routine;
- whether to reply, escalate, file or wait;
- whether anything should be sent at all.
The assistant does not press send.
Does not do
Delete messages; send replies; book appointments; update CRM records; make final priority decisions; remove items from the inbox.
Why this is a later candidate
Triage labels are a starting point, not a verdict. Staff review labels, override where needed, and own the next action.