Order and lead triage with AI
Requests arrive by email, WhatsApp, web forms and marketplaces. The AI reads each one, classifies it by type and urgency, and sends it to the right person or queue, with a summary.
How it works today, without automation.
Orders, quotes, complaints and résumés arrive mixed together in the same inbox and the same WhatsApp. Someone has to read everything, decide who it goes to and forward it by hand. When that person is out, the queue stops.
- 01A good lead waits hours because it got buried among unimportant messages.
- 02The same request is answered by two people, or by nobody.
- 03There is no record of how many requests came in or how long they took.
- 04Sales reps receive the contact without context and have to ask everything again.
The flow, step by step.
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01
Request arrives
Email, WhatsApp, website form or marketplace.
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02
AI classifies
Type (order, quote, support, complaint), urgency and lead potential.
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03
Fills in the data
Looks up the customer in the CRM and attaches history and company data.
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04
Sends to the right person
Creates the record in the CRM or system and notifies the owner.
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05
Tracks the deadline
If nobody replies within the agreed time, the manager is alerted.
What would be delivered.
Deliverables
- Automatic classification by type, urgency and potential.
- Routing rules by region, product or team.
- CRM record created with a summary and the customer's history.
- Deadline alerts and a dashboard of volume and response time.
- Website forms
- Marketplaces
- CRM
- Slack or Teams
Stages
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Discovery2 to 3 days
Input channels, request types and routing rules.
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Classification and integrations2 to 3 weeks
Connecting the channels, classification model and CRM handoff.
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Testing with real requests1 week
We compare the AI's classification with the team's and adjust.
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Go-live and tuning1 week
Production launch and monitoring of the first days.
The final timeline is set in the proposal, after discovery.
At Divina Argila, orders from TikTok Shop and Mercado Livre now land in Trello on their own, where the factory team builds and ships them.
“Now our team no longer has to copy and paste the same order into several places. The factory already knows what to produce as soon as the order is issued.”
Questions about this use case.
How does the AI know who to send it to?
Through the rules your company already uses, such as region, product, customer size or rep portfolio. The AI classifies and the rules route.
What if the classification is wrong?
The person who receives it can reclassify it in one click. These corrections are used to improve the classification.
Do I need a CRM?
It helps, but it isn't required. Routing can go to email, Slack, Teams or a spreadsheet, and the CRM can come later.
Can leads most likely to close be prioritized?
Yes. The AI can score each lead based on the criteria your sales team uses, and the best ones go first.
Want to see how it would work in your company?
You explain the problem. We build the solution. A straight answer, no generic proposal.
See also.
AI customer service on WhatsApp
Answers customers 24 hours a day, checks orders in your system and hands over to a person when needed.
// 02Automatic document reading
Invoices, freight bills (CT-e), contracts and receipts read by AI and posted to the ERP.
// 04Administrative routines on autopilot
Bank reconciliation, registrations and collections done by AI, with human approval where it matters.
// 05Assistant for company documents
The team asks and the AI answers based on internal manuals and policies.
// 06Reports that build themselves
The weekly summary comes out ready, without anyone merging spreadsheets.