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Inbound Request Triage

A shared mailbox workflow that classifies inbound requests, acknowledges the sender, and routes an internal summary to the owning team using an agent-selected address.

JLIGby Jasmita Lamba and Isha GautamVersion 1.0.0.7Updated 2026-09-04

This community example is provided as-is and is not covered by Microsoft Support. The underlying Copilot Studio and Power Platform products retain their standard support. Importing can create or modify resources and use your connections and permissions. Support details

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What’s in the solution
  • 1 workflow
Operationsoperationsemail-triageroutingclassificationshared-mailbox

Inbound Request Triage separates real work from noise in a busy shared mailbox. Messages are classified, actionable requests are routed to the team that owns them, the sender gets an acknowledgment, and the team gets a summary instead of a forwarded thread.

Routing is decided by the agent rather than hard-coded, so adding or retiring a team is a configuration change — no Switch node and no per-team branch.

Agents

  • Agent - Request Handler analyzes the request, decides the category and the routingTeamEmail, sends a polite acknowledgment to the requester, and dispatches an internal summary to the correct team.

How the workflow runs

Mail arriving in the shared request inbox starts the run. A Classify node sorts it into Actionable request, Noise, or Other. Actionable requests continue to the Request Handler, which acknowledges and routes in the same step. Noise and Other drop out, so routed teams only see real work.

Configuration

VariablePurpose
RoutingEmailsTeam addresses the agent chooses from when sending the internal alert.

Customizations

Point the trigger at your own shared mailbox and replace the sample addresses in RoutingEmails. Then tune the classify categories to the noise in your mailbox — and update the agent prompt to match, since those two always travel together.

Also worth adjusting:

  • Team descriptions in the agent prompt. Routing quality depends almost entirely on how clearly these distinguish one team from another.
  • Acknowledgment and summary wording, both agent-drafted.
  • What happens to Noise and Other — consider a catch-all alias so ambiguous mail still reaches a human.
  • Destination channel if teams prefer Teams posts or tickets over email.

Review the Noise category against a week of real mail before going live. Anything classified as Noise is dropped silently.

Prerequisites

An Office 365 Outlook connection with permission to send on behalf of the shared mailbox, plus the team addresses used in RoutingEmails.

Import

Download the rebuilt solution ZIP from this page and import it through Power Platform. Review and replace environment-specific connections during import, then set RoutingEmails and review the classify categories before turning the workflow on.