Workflow · Customer service and operations
Every email sorted, answered or routed
Documind reads and sorts each email in the shared inbox. It sends the key data to the right team or ticket.
Email text
Customer email text
“Order SO-2026-0398 arrived with two broken boxes.”
Photo
Photo in the email
“Picture of the damaged boxes at the store.”
Attachment
Invoice PDF from a supplier
“E-invoice INV-2026-0502, sent to info@.”
See it run
One example from start to end. Tap the answer when Documind asks.
1 · Inbox
Harbor Retail GmbH
Order SO-2026-0398, damaged delivery
Hello, two boxes arrived broken today. Photos are attached. Please send new ones. Anna
Attachments
- boxes-1.jpg
- boxes-2.jpg
2 · Documind
- Reads the email text
- Reads 2 photos
- Finds order SO-2026-0398
- Sender is a known customerPassed
- No open ticket for this threadPassed
- Complaint or return request?Asked a person
Documind asks
Is this a complaint or a return request?
A colleague picked Complaint
3 · Your systems
Ticket TCK-2026-1214 created
- Customer: Harbor Retail GmbH
- Order: SO-2026-0398
- Type: Complaint
- Team: Customer service
- Acknowledgment drafted from your template
- Photos attached to the ticket
Read as text
- An email from Harbor Retail GmbH arrives in the shared inbox, with two photos.
- Documind reads the message and the photos, and finds the order number.
- It checks that the sender is a known customer and that no ticket is open for this thread.
- The email could be a complaint or a return request, so it asks a person.
- A colleague picks Complaint.
- A ticket is created for customer service, the photos are attached, and a reply is drafted.
What arrives, what it checks, where it goes
1 · What arrives
- Customer email text Email text
- Photo in the email Photo
- Invoice PDF from a supplier Attachment
2 · What it checks
-
The sender belongs to a known customer.
Passed The address harborretail.example is on your customer list. -
No ticket is open for the same email thread.
Passed This thread has no ticket yet, so a new one is created. -
Complaints always go to a person.
Asked a person The email reports broken goods, so a person reads it first.
3 · Where it goes
- Ticket created for the right team
- Acknowledgment sent with your approved template
Arrives · Read · Check · Ask if unsure · Write · Sample data
You decide how careful it is
More careful means more questions for your team. Less careful means more work done by itself. Wrong answers are blocked either way.
- Done by itself
- 3
- Asked your team
- 2
- Blocked by a rule
- 1
- Type of emailOrderDone by itself
- CustomerHarbor Retail GmbHDone by itself
- Order numberSO-2026-0398Done by itself
- UrgencyHighAsked your team
- Complaint or return?ComplaintAsked your team
- VAT ID on the attached invoiceDE811234568Blocked by a rule
Illustration, not a measured rate. Sample data.
Where the data goes
Documind writes the checked result into the systems you already use.
- Ticket in your helpdesk
- Orders and invoices to your ERP
- Forwarded to the right team
- Complaints to a person
- Attachments filed with the case
Any system that can receive an API call or a webhook.
Which teams use it
-
Insurance
Claim emails, damage photos, repair bills and broker spreadsheets, read, checked and turned into finished work in your systems.
-
Logistics & trade
Booking emails, delivery photos and rate sheets, read, checked and turned into finished work in your systems.
-
Retail & consumer goods
Supplier invoices, product sheets, return emails and store photos, read, checked and turned into finished work in your systems.
Your data stays with you
- Runs on your own servers. Nothing is sent to an outside AI service.
- Works without internet, on AI models you own.
- Every step is recorded and cannot be changed later. Auditors see who approved what, and when.
- GDPR & KVKK aligned
- SOC 2 Type II in progress
Questions people ask
How accurate is the sorting?
We do not publish a number. Measure it on your own 200 emails first. Documind sorts them, and your team compares the result with its own choices.
Can it reply to customers by itself?
Only with templates you approve, and only for the types of email you choose. Complaints always go to a person. Every reply is recorded.
Does it work with Outlook and Gmail?
Yes. Documind connects to your mailbox through IMAP, which Outlook and Gmail offer. It reads the email text and every attachment.
Can it read emails in other languages?
Yes. It reads many languages, including accented letters. It also reads attachments such as e-invoice PDFs. Local tax IDs are checked with their check digits. Three different AI models read each value and must agree.
What if an email fits no category?
It goes to a default queue that you choose. A person sorts it there. You can add a new category when the same kind of email keeps coming.
Map your process with us. Go live in the demo.
In the demo we look at what reaches your shared inbox and who handles it today. Then we put your first routing workflow live, on your own systems.