Internal example: Sorting B2B support requests
Εσωτερικό παράδειγμα: Ταξινόμηση αιτημάτων υποστήριξης B2B
This internal example shows how six synthetic incoming messages get classified by type, priority, and suggested owner — and how two draft replies look when produced for common request categories.
Scenario
Product availability questions, return requests, and invoice clarifications all land in the same shared inbox. Sales reps answer support messages manually, delaying quotes and creating inconsistent customer information.
This example uses six synthetic messages. No real company names, customer names, or order data are included.
Sample input
- →Message 1: "Do you still have the 100-unit SKU-7712 in stock? We need to confirm before placing our order."
- →Message 2: "The VAT number on invoice 2024-0341 is wrong — it needs to be corrected before we can process payment."
- →Message 3: "We received 3 units of the wrong item in order 8819. How do we return them and get the correct ones?"
- →Message 4: "We're looking for a bulk quote for 500 units of packaging material per month. Who handles bulk accounts?"
- →Message 5: "Our delivery for order 9042 was due 3 days ago and we have had no update. This is urgent — please respond today."
- →Message 6: "What is the load capacity of the shelf unit shown in the 2024 catalog, page 14?"
Example output
Request classification table
- Message 1 | Type: Stock inquiry | Priority: Medium | Owner: Sales | Next step: Check inventory system, reply within 4 hours
- Message 2 | Type: Invoice correction | Priority: High | Owner: Finance | Next step: Correct invoice, send revised copy same day
- Message 3 | Type: Return request | Priority: High | Owner: Operations | Next step: Send return label, confirm correct item and ETA
- Message 4 | Type: Bulk quote | Priority: Medium | Owner: Sales | Next step: Route to key account manager, reply within 24 hours
- Message 5 | Type: Delivery complaint | Priority: Urgent | Owner: Logistics | Next step: Check courier, proactive call or email within 2 hours
- Message 6 | Type: Product specification | Priority: Low | Owner: Support | Next step: Find catalog spec, reply within 48 hours
Sample reply draft — Invoice correction (Message 2)
Subject: Invoice 2024-0341 — VAT correction
- "Thank you for flagging this. We have corrected the VAT number on invoice 2024-0341 and the revised document is attached. Please let us know if anything else needs updating before you process payment."
- Human review note: Confirm the corrected VAT number is accurate before sending. Do not send without Finance sign-off.
Sample reply draft — Bulk quote request (Message 4)
Subject: Bulk packaging quote — 500 units per month
- "Thank you for reaching out. I have routed your request to our key account team. Someone will follow up within one business day with pricing and delivery options for 500 units per month. Could you confirm the packaging dimensions or product codes you have in mind? That will help us prepare an accurate quote."
- Human review note: Check whether a key account manager is already assigned for this company before sending.
Before / After
Before
All six messages sit in one inbox. Sales reps scan manually, support and sales opportunities are mixed, replies are delayed.
After
Each message is classified by type and priority. Owner is assigned. Urgent delivery complaint is flagged within minutes instead of hours.
Before
Invoice correction reply written ad hoc. Finance is not looped in before the email goes out.
After
Draft reply prepared, Finance sign-off required before sending, revised invoice attached.
Before
Bulk quote request sits in the support queue and is delayed because no one is sure who should handle it.
After
Request is routed to key account manager immediately, with a draft reply ready to send after review.
Human review checklist
- ✓Confirm stock availability before sending reply to Message 1
- ✓Verify corrected VAT number against company records before sending invoice
- ✓Confirm return policy and courier process before replying to return request
- ✓Check delivery status with logistics before contacting customer about Message 5
- ✓Have a senior rep approve any bulk quote reply before it is sent
- ✓Review tone of all replies — no defensive language
What the business receives
- ✓Request classification table (type, priority, owner, next step) for 6 messages
- ✓Priority list sorted by urgency
- ✓Suggested owner for each request type
- ✓2 sample reply drafts with approval notes
- ✓Escalation checklist
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