12d • General discussion
You reply fast and still lose customers. Because you’re answering in the wrong order.
Your support inbox doesn’t feel “busy”. Randomness is screwing up your productivity.
A password reset sits next to a cancellation threat. A serious bug report gets buried under “where’s my invoice?”
Claude Routines is quite popular so just use that. Set it to trigger every single day in the morning and make it sift through your emails and...
Here’s the version that works in real life:
1) Choose 5 buckets you’ll actually use
Keep it boring so your team sticks to it.
- Billing / invoice
- Access / login
- Bug / broken
- Cancellation / refund risk
- Pre-sales / pricing
2) Write the priority rules like you’re explaining them to a new hire
If you skip this, the sorting will feel “off” and everyone will ignore it.
Examples you can steal:
- Mentions “cancel”, “refund”, “chargeback”, “fraud” → high
- Pre-sales + team size, budget, timeline, “need this by…” → high
- Bug + “blocked”, “production”, “can’t ship” → high
- “how do I…”, “where is…”, “can you resend…” → normal
3) Make Claude return the same fields every time
Consistency is the whole point. You want routing and reporting without extra work.
Have Claude output:
- Bucket
- Priority (high / normal / low)
- One-sentence summary in plain words
- What the person is asking for (refund, ETA, workaround, discount, etc.)
- Suggested next step for a human agent
4) Route based on bucket + priority
This is where the chaos starts turning into a queue you can trust.
- High → ping + assign now
- Normal → right queue
- Low → wait, or send a quick “received” reply
5) Give agents a first-reply frame per bucket
A frame beats a blank page.
Refund risk:
“Got it. Tell me what happened and what you expected. If we messed up, I’ll fix it today.”
Bug/blocker:
“Quick triage: what were you trying to do, what happened, and what’s the impact right now? Paste the error text if you can.”
Treat every message like it has the same urgency and your day becomes a slot machine.
Make the inbox predictable. Let Claude do the sorting. Keep humans for the decisions.
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You reply fast and still lose customers. Because you’re answering in the wrong order.
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