---
title: From shared mailbox to the right customer action
description: A service agent matches an incoming message to the customer and
  proposes an owner and follow-up action for a colleague to review.
lang: en
canonical: https://www.en-twine.ai/en/workflows/shared-mailbox-customer-action/
updated: 2026-10-02T17:19:37.000Z
---
Requests, changes and exceptions arrive side by side in a shared mailbox. For
each message, a team member has to work out which customer and open case it
belongs to and who can handle it. This initial assignment therefore takes more attention than it should in the [back-office process](/en/services/backoffice/).

The [service agent](/en/what-is/ai-agent/) reads the message and the relevant
customer context and proposes one owner and follow-up action. A colleague checks
the customer match, urgency and action before anything is assigned or recorded.