Unified Intake System: One Pre-Human Triage Layer Across the Business
This umbrella playbook shows how a single intake system spans support, sales, and ops—so every inbound signal is classified, prioritised, and routed with the same rules before humans ever see it.
This playbook explains the unified support triage model. InboxIQ implements this approach across email, forms, chat, and CRM events.
Why a Unified Intake System Matters
Consistency across domains
Support, sales, and ops follow the same intake logic for intent, urgency, and ownership.
Lower risk, higher speed
Escalations surface immediately; noise is suppressed before it creates drag.
Auditability everywhere
Every decision is logged, so leadership can see why work moved—or didn’t.
Core Components of the Unified Intake System
Single intake layer
Email, forms, chat, CRM events, and internal alerts flow into one triage brain.
Shared triage rules
Intent, urgency, deduplication, and ownership apply consistently across teams.
Domain playbooks
Each function has a playbook that links back to the pillar while targeting its own metrics.
How the Unified Intake System Works
Connect every intake source
Support inboxes, sales forms and chat, ops alerts—all feed the same layer.
Define cross-team rules
Standardise intents, severities, and ownership across functions.
Route, suppress, and escalate
AI applies the same logic everywhere—so the right team sees the right work immediately.
This system is the parent layer above the support, sales, and ops playbooks.
Linked Playbooks in the Unified Intake Family
Unified Support Triage
Category pillar for support intake. Read the playbook.
Unified Sales Intake
Lead response SLAs, spam suppression, intent before CRM. Read the playbook.
Operations Intake Automation
Internal requests, approvals, alerts with zero loss. Read the playbook.
Implementing the Unified Intake System with InboxIQ
InboxIQ runs the unified intake system across all domains: one intake brain for support, sales, and ops with full audit trails and consistent routing.