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Every message answered in draft. Nothing sent you didn’t mean to send.

A customer writes. Before anyone on your team has opened it, Inbox has read it, looked it up in your own documents, and drafted the reply — with the paragraphs it leaned on cited beside it. Then a person decides.

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What arrived

From
Priya Natarajan <priya.natarajan@example.test>
To
Spoke & Chain Cycles
Via
email · Tue 29 Sep, 08:14

Returning my new wheelset?

Hi there,

on 15 September I picked up the pair of custom-built wheels you made for my gravel bike (order 26-1187, 32 hole rims on the grey hubs). I have ridden them about 200 km now and honestly they feel stiffer than I hoped, and the rear one has started to go very slightly out of true - I can see it rub the brake pad when I spin it.

It is still within 30 days, so can I bring them back for a refund? If not, what are my options?

Thanks, Priya

What it would say

intent requestconfidence 74 %

Hi Priya,

thanks for writing, and sorry the rear wheel has started to rub.

Custom-built wheels are the one thing we can’t take back, even inside the 30 days — they’re built to your order and the spokes are cut to length.[1]

They do come with a six-month build warranty, though: bring them in and we’ll re-tension and true them free of charge, as often as they need it.[2]

The Spoke & Chain team

Staged, not sent

Grounded in

  1. [1]Returns and warranty policy, § 3.1 — “A wheel built to your order — hubs, rims and spoke lengths chosen for you and spokes cut to length — cannot be returned or exchanged, whether or not it has been ridden.”
  2. [2]Returns and warranty policy, § 4.3 — “Within that time we re-tension and true the wheel free of charge as often as needed, and replace a broken spoke at no cost for parts or labour.”

Send it, fix it and send it, or throw it away. Which of the three you did is recorded — it is the evidence for the dial further down.

A citation the agent was not given is dropped before you see the draft. An invented source is worse than none.

One dial decides what goes out on its own. It ships off.

Turn it on and a draft still has to clear four more gates before it is sent without a person: the agent did not ask for one, its confidence meets your threshold, its kind of question is one you allowed, and the thread is still open and unclaimed.

Every gate is checked twice — when the send is queued, and again when it runs. In between, a colleague can pick the thread up, and the send stands down.

Four drafts one morning, with the dial on at 0.80
Open on Monday 12 October?question · 0.93Dial onpassedNo person asked forpassedConfident enoughpassedIntent allowedpassedOpen, unclaimedpassedsentsent
Returning my new wheelset?request · 0.74Dial onpassedNo person asked forpassedConfident enoughfailedIntent allowednot testedOpen, unclaimednot testedheld: below thresholdbelow_threshold
Can you ship my bike to Norway?request · 0.31Dial onpassedNo person asked forfailedConfident enoughnot testedIntent allowednot testedOpen, unclaimednot testedheld: asked for a personneeds_human
Collect on Saturday after 13:00?question · 0.91Dial onpassedNo person asked forpassedConfident enoughpassedIntent allowedpassedOpen, unclaimedfailedat sendheld: a person has ithuman_assigned

Where to set it is not a guess. Inbox keeps what became of the drafts at each confidence level — sent as they were, fixed first, or thrown away — and every draft it got wrong.

What else a shared inbox has to get right

The draft is the point. The rest is here because an inbox that loses a message, or shows it to the wrong person, is worse than no inbox.

Your documents
Paste the returns policy, the price list, the opening hours. That is all the agent may know: it never invents a price, a date or a policy, and when your documents do not cover a question it says so and asks for a person.
One person
The same customer mails on Monday and messages your Telegram bot on Tuesday, and it is still one contact with one history. Nobody has to sign up for anything to write to you.
The right thread
A reply lands in the conversation it belongs to — by the mail’s own headers first, even on a closed thread. A message shown in the wrong thread is a stranger’s words in front of somebody else, so this is the part that is tested hardest.
Notes for the team
Write to a colleague on the thread itself, assign it, or park it until tomorrow. A note is never sent and never reaches the model. A parked thread comes back on its own, tagged follow-up if the customer stayed silent.
Your own keys
Mailbox passwords are sealed at rest and never leave the server in a response. Triage works without a model at all, so an expired API key costs you drafts, not your inbox.

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