Sorted by what needs attention first. Nothing here has been sent. Every reply waits for someone on your team to approve it.
Time saved assumes 4 minutes to read, sort and start a reply by hand, against 1 minute to check and approve a draft. Escalated messages are counted as saving nothing at all, because a person still reads those from scratch.
52 of 52 shown
Urgent. Customer has invoked legal counsel and set a 7-day deadline over a refund unresolved since early January.
Hard rule: legal or payment dispute (message contains 'Formal notice').
Legal or payment dispute: message contains 'Formal notice' → forced to Needs a personUrgent. A two-year VIP subscriber is threatening to cancel if the pattern of late deliveries continues. Long-standing customer, already unhappy.
The classifier judged this too sensitive or unclear to draft.
Cancellation risk: explicit threat to leave or stop paying → raised the priorityUrgent. Customer was double-charged, got no response last week, and has already filed a bank chargeback that could escalate today.
Hard rule: legal or payment dispute (message contains 'raised a chargeback').
Legal or payment dispute: message contains 'raised a chargeback' → forced to Needs a personUrgent. Customer requested data deletion under GDPR over seven weeks ago, it wasn't done, and they are threatening a regulatory complaint this week.
Hard rule: legal or payment dispute (message contains 'GDPR').
Legal or payment dispute: message contains 'GDPR' → forced to Needs a personUrgent. Long-standing VIP customer never received their January order, was charged again for February, has been ignored twice already, and is threatening to cancel and churn a business account today.
The classifier judged this too sensitive or unclear to draft.
Cancellation risk: explicit threat to leave or stop paying → raised the priorityUrgent. Customer was charged twice by a broken checkout with no order confirmation, and another customer is reporting the same issue, suggesting a live site problem.
The classifier judged this too sensitive or unclear to draft.
Possible live incident: reports a widespread or repeated failure → raised the priorityCharged with no order: payment taken but no order created → raised the priorityUrgent. Longstanding customer has requested a refund three times and is now threatening legal action and a regulatory complaint over a €250 corporate order that arrived late and wrong.
Hard rule: legal or payment dispute (message contains 'take this further'); refund above agent limit (refund request of EUR 250.00 exceeds the EUR 75 agent limit).
Legal or payment dispute: message contains 'take this further' → forced to Needs a personRefund above agent limit: refund request of EUR 250.00 exceeds the EUR 75 agent limit → forced to Needs a personCancellation risk: explicit threat to leave or stop paying → raised the priorityHigh. Customer was charged but has no order confirmation or record, and is worried the payment vanished.
Answerable from the help centre - drafted for approval.
Charged with no order: payment taken but no order created → raised the priorityapp-troubleshooting.md > Common errorsHigh. A VIP customer wants a full refund for an unopened bulk order after their event was cancelled, with no urgent deadline mentioned. Raised by rule: refund above agent limit.
Hard rule: refund above agent limit (refund request of EUR 112.00 exceeds the EUR 75 agent limit). The classifier had suggested 'auto-draft'.
Refund above agent limit: refund request of EUR 112.00 exceeds the EUR 75 agent limit → forced to Needs a person A safety rule overruled the classifier here. The classifier wanted to draft ready; the rule sent it to needs a person.High. Customer was charged twice for a single order and wants to know why.
Answerable from the help centre - drafted for approval.
No safety rule applied.billing-and-payments.md > Duplicate chargesHigh. A prospective customer needs accurate allergen information due to a severe, life-threatening allergy before deciding to purchase.
Hard rule: medical or allergy safety (message contains 'anaphylaxis').
Medical or allergy safety: message contains 'anaphylaxis' → forced to Needs a personHigh. Customer is locked out and needs to change delivery address before their next shipment goes out.
Answerable from the help centre - drafted for approval.
No safety rule applied.account-and-login.md > "Account locked" after failed sign-insaccount-and-login.md > Resetting your passwordHigh. Customer is locked out of their account with no recovery codes and needs access restored.
Hard rule: identity verification required (customer is locked out of two-factor authentication).
Identity verification required: customer is locked out of two-factor authentication → forced to Needs a personHigh. Customer's entire two-year order history has disappeared from their account, raising concern about data loss.
The classifier judged this too sensitive or unclear to draft.
No safety rule applied.High. Customer needs their address updated before an unshipped order goes out, so there's a short window to act.
Answerable from the help centre - drafted for approval.
No safety rule applied.shipping-and-delivery.md > Wrong or incomplete addressHigh. Customer wants to return an unused item, no urgency indicated. Raised by rule: refund above agent limit.
Hard rule: refund above agent limit (refund request of EUR 89.00 exceeds the EUR 75 agent limit). The classifier had suggested 'auto-draft'.
Refund above agent limit: refund request of EUR 89.00 exceeds the EUR 75 agent limit → forced to Needs a person A safety rule overruled the classifier here. The classifier wanted to draft ready; the rule sent it to needs a person.High. Customer is requesting full deletion of their personal data and wants written confirmation, which carries legal compliance implications.
The classifier judged this too sensitive or unclear to draft.
No safety rule applied.Normal. Customer is locked out of her account but has no urgent deadline beyond wanting shipment info.
Answerable from the help centre - drafted for approval.
No safety rule applied.account-and-login.md > Resetting your passwordNormal. Customer is waiting on an overdue order but no urgency or deadline was mentioned.
Answerable from the help centre - drafted for approval.
No safety rule applied.order-changes-and-cancellations.md > Cancelling a one-off orderNormal. A customer's package tracking has been stalled for about a week and they are asking for a status update.
Answerable from the help centre - drafted for approval.
No safety rule applied.shipping-and-delivery.md > Trackingcontact-and-hours.md > What to includeNormal. A customer wants to pause their subscription during travel, no urgency involved.
Answerable from the help centre - drafted for approval.
No safety rule applied.subscription-management.md > PausingNormal. A customer received a crushed box with an opened bag and wants a refund or replacement.
Answerable from the help centre - drafted for approval.
No safety rule applied.refund-policy.md > What we refundNormal. Customer received the wrong product grind and wants it corrected, but there is no urgency indicated.
Answerable from the help centre - drafted for approval.
No safety rule applied.order-changes-and-cancellations.md > Ordering the wrong grindNormal. A customer wants to pause a single upcoming shipment, with no urgency or risk involved.
Answerable from the help centre - drafted for approval.
No safety rule applied.subscription-management.md > Skipping a deliveryNormal. A customer's coffee grinder failed under normal use and they are asking about warranty coverage, with no urgent deadline mentioned.
Answerable from the help centre - drafted for approval.
No safety rule applied.grinder-and-equipment-warranty.md > What's coveredNormal. A standard customer is dissatisfied with a product and asking about compensation, with no urgency indicated.
Answerable from the help centre - drafted for approval.
No safety rule applied.refund-policy.md > What we refundcoffee-freshness-and-storage.md > "My coffee tastes different from last month"Normal. Customer can't complete an order due to a repeated checkout error, but no charge was made and no deadline exists.
Answerable from the help centre - drafted for approval.
No safety rule applied.app-troubleshooting.md > Common errorsNormal. A prospective business client wants volume pricing and invoicing, no urgent deadline mentioned.
Answerable from the help centre - drafted for approval.
Bulk or corporate enquiry: volume enquiry - support must not quote bulk pricing → raised the prioritycorporate-and-bulk-orders.md > What Sales can offerNormal. A potential business customer is asking about wholesale terms with no urgency indicated.
Answerable from the help centre - drafted for approval.
Bulk or corporate enquiry: volume enquiry - support must not quote bulk pricing → raised the prioritycorporate-and-bulk-orders.md > Resellers and cafésNormal. A customer wants to reschedule a gift email send date with no immediate deadline pressure.
Answerable from the help centre - drafted for approval.
No safety rule applied.gift-subscriptions-and-vouchers.md > Gift subscriptionsNormal. A customer misplaced a gift voucher code and wants it resent, with no urgency indicated.
Answerable from the help centre - drafted for approval.
No safety rule applied.gift-subscriptions-and-vouchers.md > Lost voucher codesNormal. Customer needs to update account email before losing access to their current one, but there is no immediate deadline stated.
Answerable from the help centre - drafted for approval.
No safety rule applied.account-and-login.md > Changing the email address on an accountNormal. A customer's order tracking has been stuck for several days and they want to know if it's lost.
Answerable from the help centre - drafted for approval.
No safety rule applied.shipping-and-delivery.md > If a parcel is lateNormal. A subscriber wants to cancel due to reduced need, with no urgency expressed.
Answerable from the help centre - drafted for approval.
Cancellation request: wants to cancel - retention opportunity → raised the prioritysubscription-management.md > CancellingNormal. A long-time subscriber wants to know when a price change takes effect and how to avoid it, with no immediate deadline pressure stated.
Answerable from the help centre - drafted for approval.
No safety rule applied.billing-and-payments.md > Price changessubscription-management.md > CancellingNormal. Customer wants to switch delivery method due to repeated missed deliveries, no urgent deadline.
No grounded answer available: Whether delivery to a parcel locker or pickup point is possible and how to set it up is not covered by the help centre excerpts provided. Escalated rather than guessed.
No supporting document: Whether delivery to a parcel locker or pickup point is possible and how to set it up is not covered by the help centre excerpts provided. → forced to Needs a person A safety rule overruled the classifier here. The classifier wanted to draft ready; the rule sent it to needs a person.Normal. Customer needs a corrected invoice with VAT details for their accounts department.
Answerable from the help centre - drafted for approval.
No safety rule applied.billing-and-payments.md > VAT and business invoicesNormal. Customer's card expired and payment failed, and they want to know if updating it will restore service without losing their preferences.
Answerable from the help centre - drafted for approval.
No safety rule applied.billing-and-payments.md > Failed paymentsNormal. Customer is making a routine data access request with no urgency or complaint attached.
The classifier judged this too sensitive or unclear to draft.
No safety rule applied.Normal. A customer wants to adjust her subscription delivery schedule, with no urgency involved.
Answerable from the help centre - drafted for approval.
No safety rule applied.subscription-management.md > Changing your coffee, grind or frequencyLow. This is an unsolicited marketing pitch with no customer issue to address.
Hard rule: spam or automated mail (unsolicited sales pitch).
Spam or automated mail: unsolicited sales pitch → forced to No reply neededJunk or automated mail - not answered.
Low. This is an automated delivery failure notice, not a customer request.
Hard rule: spam or automated mail (sender is an unattended mailbox (mailer-daemon@)).
Spam or automated mail: sender is an unattended mailbox (mailer-daemon@) → forced to No reply neededJunk or automated mail - not answered.
Low. A simple informational question with no urgency.
Answerable from the help centre - drafted for approval.
No safety rule applied.contact-and-hours.md > HoursLow. A long-time customer is noting a taste difference but there is no urgency or complaint of harm.
Answerable from the help centre - drafted for approval.
No safety rule applied.coffee-freshness-and-storage.md > "My coffee tastes different from last month"Low. This is an unsolicited investment scam unrelated to our business.
Hard rule: spam or automated mail (sender is an unattended mailbox (no-reply@)).
Spam or automated mail: sender is an unattended mailbox (no-reply@) → forced to No reply neededJunk or automated mail - not answered.
Low. This is an automated weekly report, not a customer request.
Hard rule: spam or automated mail (sender is an unattended mailbox (no-reply@)).
Spam or automated mail: sender is an unattended mailbox (no-reply@) → forced to No reply neededJunk or automated mail - not answered.
Low. A prospective returning customer is asking a general shipping question with no urgency.
Answerable from the help centre - drafted for approval.
No safety rule applied.shipping-and-delivery.md > Delivery timesLow. Customer reports something broken but gave no details, so there's no clear urgency yet.
Answerable from the help centre - drafted for approval.
No safety rule applied.grinder-and-equipment-warranty.md > What's coveredLow. Casual product question with no urgency or account issue involved.
Answerable from the help centre - drafted for approval.
No safety rule applied.coffee-freshness-and-storage.md > Storing itLow. This is a phishing attempt impersonating the company, not a real customer issue.
Hard rule: spam or automated mail (sender domain 'northlane-coffee-verify.example' impersonates our own domain).
Spam or automated mail: sender domain 'northlane-coffee-verify.example' impersonates our own domain → forced to No reply neededJunk or automated mail - not answered.
Low. This is an automated bounce with nothing for staff to action.
Hard rule: spam or automated mail (subject is an automated-mail header).
Spam or automated mail: subject is an automated-mail header → forced to No reply neededJunk or automated mail - not answered.
Low. A happy customer sent thanks with nothing needing action.
Answerable from the help centre - drafted for approval.
No safety rule applied.subscription-management.md > Changing your coffee, grind or frequencyThese checks do not depend on the model's judgement. They are fixed rules read straight off the message, they run after the classifier, and they can only ever move a message towards a person — never away from one. The right-hand column is how many times each one fired on this run.
| Rule | Forces | Fires when | Fired |
|---|---|---|---|
| Legal or payment dispute | Needs a person | Solicitor, court, chargeback, bank dispute, GDPR, regulator or ombudsman named anywhere in the message. | 4 |
| Refund above agent limit | Needs a person | Refund language plus an amount over EUR 75, the agent limit in refund-policy.md. | 3 |
| Spam or automated mail | No reply needed | Unattended sender, automated-mail header, domain impersonating ours, credential-harvesting language, or an unsolicited sales pitch. | 6 |
| Identity verification required | Needs a person | Two-factor lockout or lost recovery codes - support cannot verify identity over email. | 1 |
| Medical or allergy safety | Needs a person | Anaphylaxis, severe allergy or any other health-safety question. | 1 |
| No supporting document | Needs a person | The help centre does not answer the question, so no answer is attempted. | 1 |
A safety rule overruled the classifier on 3 of 52 messages on this run. Those are visible in the queue above — open any row and the override is spelled out.