Inbox Support
Joy
Joy sits on top of your (Outlook) inboxes, understands incoming emails, categorises them, and drafts high-quality replies by using the right agent skills in the background. He does not send emails automatically.
This skill is relevant for teams spending too much time in (group) mailboxes.
THE CHALLENGE
Inbox work is repetitive, fragmented, and hard to scale
Many teams receive a large number of emails that need to be read, understood, categorised, routed, answered, or followed up. Some questions are simple and repetitive, while others require research.
This often creates slow response times, inconsistent answers, and a lot of repetitive writing or copy-pasting between inboxes, tools, and knowledge sources.
THE PROCESS
How Joy supports your inbox
Joy works directly on top of your Outlook inbox. He reviews incoming emails, understands the request, applies the right category, and prepares a draft reply for human review.
1. Read and categorise incoming emails
Joy monitors incoming emails, understands the intent, and categorises each message based on your rules, inbox structure, and support processes.
2. Collaborate with other agents or skills
When an email requires more than a simple reply, Joy can task itself or other agents to gather information, create content, prepare offers, or use other connected skills.
3. Draft the reply (in Outlook)
Joy prepares a response draft directly in Outlook. The team can review, edit, approve, and send the answer.
Joy drafts, but your team stays in control and decides what gets sent.
Joy saves our team 2h a day - the repetitive e-mail work almost disappeared.
Michael, Aumera Project Lead
THE RESULT
Claim back your time
Joy does the heavy lifting for you. By the time you open the e-mail, there is already a draft, ready for your review.
THE REQUIREMENTS
What Joy needs to work well
To adapt Joy to your inbox workflow, the following inputs are helpful:
Outlook inbox access
Email categories and tagging rules
Example emails and ideal responses
Connected knowledge sources
Access to relevant agent skills
FINAL WORDS
Learnings: No new tool. No new process.
The biggest learning is how valuable it is that Joy works directly where teams already spend their time: inside the inbox.
There is no new dashboard to open, no separate workflow to learn, and no additional tool where work needs to be copied over. Joy reads, categorises, drafts, and tags emails directly in Outlook, so the team can continue working in the same environment they already use every day.
This makes adoption much easier: the process stays familiar, while the repetitive work becomes significantly lighter.
