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Every email to the builder's dedicated inbox gets read, classified and logged, with a draft reply prepared and an instant acknowledgement sent to the homeowner. Nobody waits two days for "we've received your email."

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Client type: Residential builder, QLD — homeowners emailing about their build

🎯 The Problem

During a residential build, homeowners email the builder with questions, defect reports, urgent issues, and payment queries. Without a system, these emails pile up, get missed, or receive inconsistent responses. Critical issues like water leaks get treated with the same priority as colour selection questions.

Builders lose leads, damage relationships, and face potential legal exposure when urgent issues aren't flagged immediately.

🤖 The Solution

I built an AI-powered email triage system that automatically classifies, routes, and acknowledges every incoming homeowner email — ensuring nothing falls through the cracks.

The system uses AI to categorise emails into four categories:

• 🔴 URGENT — Safety issues, water ingress, legal matters → Immediate builder alert
• 🟡 DEFECT — Broken or unfinished items → Inspection scheduled within 5 days
• 🟢 QUESTION — General queries → Response within 1 business day
• ⚪ NEEDS HUMAN — Money, contracts, disputes → Routed to coordinator for review

⚙️ How It Works

1. Gmail Trigger: Polls the homeowner inbox every 5 minutes

2. AI Classification: Moonshot AI analyses the email and returns structured JSON with category, confidence score, summary, and draft reply

3. Smart Routing: Switch node routes based on category + confidence score

4. Auto-Acknowledgement: Homeowner receives immediate, professional acknowledgment

5. Escalation: Urgent issues trigger instant alerts to the builder

6. Human Review: Low-confidence or financial emails go to coordinator