Email Automation
AI-powered email triage — auto-resolve what it can, ticket and track everything else.
Round Infinity's Email Automation reads and classifies every inbound email with AI. High-confidence requests — FAQs, status updates, acknowledgements — are handled automatically with personalised replies and instantly closed. For everything the AI cannot confidently resolve, a support ticket is created, an SLA clock starts, and the right human agent is assigned.
Every non-resolved email becomes a tracked ticket with a priority level, response deadline, and full audit trail. Agents get the full email context, AI-suggested actions, and real-time SLA countdowns — so your team always knows what needs attention and when.
Ticketing & SLA for Emails Not Auto-Resolved
Every email the AI cannot confidently handle becomes a fully-tracked support ticket. The system enforces SLA response and resolution deadlines, routes to the right agent, and escalates automatically if a deadline is at risk.
Instant Ticket Creation
A unique ticket ID is auto-generated the moment AI determines it cannot resolve. Subject, sender, category, priority, and full email body are captured automatically — no manual data entry.
SLA Timer & Deadlines
As soon as a ticket is created, the SLA clock starts based on priority tier. First-response and resolution deadlines are calculated and visible on every ticket in real time.
Skills-Based Routing
Tickets are assigned to agents based on topic expertise, language, and current workload. AI surfaces suggested replies and relevant knowledge-base articles to reduce handle time.
Breach Alerts & Escalation
Agents and managers receive proactive alerts as SLA deadlines approach. On breach, the ticket is automatically escalated to a senior agent or manager queue with full conversation history intact.
SLA Priority Tiers
| Priority | Typical Trigger | First Response SLA | Resolution SLA | Escalation Rule |
|---|---|---|---|---|
| P1 Critical | Service outage, data breach, legal escalation | 15 min | 2 hrs | Immediate — manager & on-call notified |
| P2 High | Account issue, billing dispute, high-value customer | 1 hr | 8 hrs | At 75% SLA elapsed — senior agent |
| P3 Medium | General support, product questions, feature requests | 4 hrs | 24 hrs | At 80% SLA elapsed — team lead |
| P4 Low | Information requests, feedback, low-urgency queries | 24 hrs | 72 hrs | At 90% SLA elapsed — supervisor |