Requests read as they arrive, from email, forms and portals, and routed to the desk that owns them with the reason recorded, so nothing waits in a shared inbox for someone to notice it.
See also Work and AI Systems
Requests arrive in every form: emails, web forms, portal uploads, scanned letters. The system reads each one as it lands, works out what is being asked and by whom, and finds the client, the policy or the project it belongs to in your own records.
Example request
Read everything that arrived in the service inbox overnight. For each request, find the client in Salesforce, work out what they are asking for, and tell me which desk should own it and why.
Each request goes to the desk that owns it, with the context attached and the reason recorded. Teams can reroute anything, and the system follows the new rule once a person approves it. Nothing is closed without a person.
Example request
This one is a renewal question, not a claim. Route it to the renewals desk with the policy attached, and add a rule so requests that mention a renewal date go there from now on, once I approve it.
The system works the whole intake queue, every day, across every channel. Routine requests are answered from your own records with a draft for a person to approve; the rest reach their owner with everything needed to act.
Example request
Clear the intake queue. Answer the status questions with a draft from the claim record, route everything else to its desk, and give me a summary of what came in, where it went and what is still waiting.
Tell us how this process runs today and we will scope it with you.
