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Client & Agency Communication Triage(EmailOps)

Every client email is automatically classified by urgency and type, routed to the right account manager, tracked against response SLAs, and flagged when clients show signs of frustration — so no request falls through the cracks and high-value clients always feel prioritized.

CORE PROMISE
IntakeClassifyRouteSLA TrackSentiment AlertResponse Assist

( Marketing Agencies . Creative Agencies . Digital Agencies . PR Firms )

Best For:
Account Managers
Client Services Teams
Agency Owners
Operations Directors

Common pain points we solve

~30% of Account Manager time lost to manual email routing

Response delays on both client and agency sides

No prioritization of urgent vs low-priority emails

Lack of response-time visibility by account value

Slow replies increase churn risk

Feedback fragmented across threads

No backup coverage during absences

Missed early signals of client frustration

Where this fits

Ideal starting scope for a pilot implementation

Teams Involved

  • Account Managers / Client Services
  • Agency Owners / Partners
  • Operations Directors
  • Creative & Strategy teams

Document Types

  • Revisions and feedback
  • Approvals
  • Status updates and questions
  • New project or scope requests
  • Complaints and escalations
  • Meeting requests
  • Invoice and billing queries

Ideal Pilot Scope

  • 1 shared inbox or 2–3 Account Manager inboxes
  • 5–8 email categories by type and urgency
  • Client tiers based on revenue
  • SLA targets per client tier

Inputs & Outputs

What goes in and what comes out

Inputs

  • Client emails (all types — requests, questions, feedback, approvals)

  • Client tier/segment data

  • Account Manager assignments

  • SLA targets by tier and urgency

  • OOO schedules and backup assignments

Outputs

  • Classified emails with urgency + type + confidence score

  • Auto-routed to correct AM (or backup)

  • SLA timer with reminders and escalation

  • Sentiment alerts for frustrated/at-risk clients

  • Response time analytics per client, per AM, per tier

  • Draft responses (optional) for faster reply

Use Cases Covered (Example Intent Categories)

Revision Request: Client sends feedback on deliverables, needs changes

Status Question: 'Where are we on X?' or 'When will Y be ready?'

Complaint / Escalation: Client expresses dissatisfaction, needs immediate attention

Billing / Invoice Question: Questions about invoices, payments, contracts

Approval Response: Client approves or rejects submitted work

New Scope Request: Client wants additional work outside current retainer

Meeting Request: Client wants to schedule a call or meeting

FYI / Informational: No action needed, just keeping agency in the loop

The Workflow

Step-by-step automation from intake to tracking

Step 1

Intake

Email arrives in shared or AM inbox; system identifies client by domain/contact and links the record

Step 2

Classify

Email classified by urgency and type with a confidence score

Step 3

Client Tier Lookup

Client tier (Tier 1-3) determined by value/importance; tier sets SLA

Step 4

Route

Routed to assigned AM; if OOO, auto-routed to backup; urgent emails trigger Slack/Teams alerts

Step 5

SLA Track

SLA timer starts by tier + urgency; reminders at 50% and 80%; auto-escalation on breach

Step 6

Sentiment Alert

Tone analyzed to flag frustration or escalation risk

Step 7

Response Assist

AI drafts a suggested reply using email type, client history, and agency tone; AM reviews and sends

What ApexIQ Delivers

Email classification model

(urgency + type taxonomy)

Client identification + tier lookup integration

Routing rules engine

(AM assignment, backup routing, escalation)

SLA tracking system

with reminders and alerts

Slack/Teams notification integration

Response assist templates

(optional AI drafts)

Response analytics dashboard

(by client, by AM, by tier)

Sentiment detection model

(end-to-end visibility)

Integrations & Data Sources

We integrate based on your stack

Email & Messaging

  • Google Workspace / Microsoft 365
  • Slack / Microsoft Teams (for real-time alerts)

CRM

  • HubSpot / Salesforce / Pipedrive
  • Copper (for client tier + AM assignment)

Project Management

  • Asana / Monday / ClickUp / Teamwork (optional to create tasks from requests)

Calendar

  • Google Calendar
  • Outlook Calendar (for OOO detection)

Analytics

  • Custom dashboard or export to Sheets/Looker/Tableau
Background Overlay

Accuracy & Safety Controls

Built-in safeguards and quality measures

Confidence scores with human review for low certainty

Human-in-the-Loop: AI suggests, humans decide ; no auto-replies without AM

Escalation Fallback: If classification uncertain, default to "Urgent" to ensure fast response

Client History Context: System considers recent interactions to avoid false sentiment alerts

Privacy Controls: Configurable data retention, PII handling, and access permissions

Audit Trail: Full log of classifications, routing decisions, and response times

Pilot Plan (2–4 Weeks)

A proven timeline to get you to production

W1Week 1

Setup + Classification

  • Define email categories and urgency levels
  • Map client tiers and AM assignments
  • Set SLA targets per tier (e.g., Tier 1 = 2 hours, Tier 2 = 4 hours, Tier 3 = 8 hours)
W2Week 2

Deploy + Route

  • Connect email inbox(es) and CRM
  • Deploy classification + routing workflow
  • Setup SLA timers and Slack/Teams alerts
W3 - 4Week 3 - 4

Calibrate + Expand

  • Review classification accuracy, adjust thresholds
  • Add sentiment detection and at-risk alerts
  • Expand to additional inboxes or AMs

Pilot KPI Targets

Classification Accuracy: 85%+ correct urgency + type
Response Time (Tier 1): <2 hours average (vs. 24-48 hour baseline)
At-Risk Detection: Flag frustrated clients before formal complaint
Routing Accuracy: 90%+ emails reach correct AM on first pass
95%+ SLA adherence and 30%+ less AM triage time
Client Satisfaction: Improved NPS or retention signals

What We Need From You

Client checklist to kick off the pilot

1
Access to shared inbox(es) or AM email accounts
2
Client list with tier assignments (or revenue data to calculate tiers)
3
Account Manager assignments per client; SLA targets by tier and urgency level
4
Backup AM assignments for coverage ; Ops owner / project sponsor
5
Email category definitions (what counts as "urgent" vs. "normal")
6
Escalation contacts (who gets notified on SLA breach)

Want faster client responses without hiring more account managers?

We'll map your document types and approval steps, then build a measurable pilot.