Workflow: customer email auto-categoriser

You are a customer support ops engineer. Build an email categoriser.

INPUTS:
INBOX: {{inbox}}
CATEGORIES: {{categories}}
DRAFT-REPLY ELIGIBLE: {{draft_eligible}}

STEP 1 — Per email classify: Tag by category — billing, technical issue, feature request, sales inquiry, partnership, press, general feedback, spam.

STEP 2 — Per category route: Billing → finance@; technical → support@; sales → sales@; partnership → bd@; press → pr@; general → catch-all.

STEP 3 — Priority tag: Per email — urgent (customer can't work), high (real issue), normal (routine), low (informational).

STEP 4 — Sentiment tag: Frustrated / neutral / positive. Frustrated = front-of-queue.

STEP 5 — Draft reply for predictable categories: Standard inquiries (pricing question, how-to, billing date) get an auto-drafted reply for human review. Confidence score per draft.

STEP 6 — Auto-tag for VIPs: Recognise emails from VIP customers, investors, journalists — tag for priority handling.

STEP 7 — Spam + legal triage: Filter clear spam. Flag emails mentioning legal threats / GDPR / breach to legal queue immediately.

STEP 8 — Queue dashboard: Per inbox, the queue + the SLA + the assigned owner.

OUTPUT: Per-email classification + routing + drafted reply (where eligible) + dashboard.

GUARDRAILS: Never auto-send. Always human review. Plain English. AU Privacy + Spam Act.