Arnau Sanz
Agentic Strategy & AI Transformation LeadKarminaAI StudioAgents · Services · Training
Conversations & Support · AGENT-A16
Inbox Flow
This landing page explains what automates Inbox Flow, what sources and tools you need, how the result is reviewed and how it can be applied within a company.
StrategyOwn knowledgeProportional permissionsHuman supervisionMeasurement and improvement
01
The agent, at a glance
What Accelerates
The initial reading, classification, duplicate detection, context retrieval, response preparation and assignment to the controller.
What does it deliver
Classified message, priority, summary, necessary data, suggested response, destination circuit, deadline and record of the action.
For whom it is
Social media teams, attention, sales, communication, projects or community with messages distributed between channels.
What it doesn't do
It does not respond to sensitive cases by default, does not create hidden profiles, does not move data between baseless channels, does not promise commercial actions and does not replace a person when the message needs empathy, negotiation or responsibility.
02
The problem it solves
The cost of a tray isn’t just responding. It is to understand who needs to respond and with what information.
A DM can be a recurring question, a candidacy, an incident, a sale, a press mention or a possible crisis. If everyone enters the same circuit, simple cases consume time and important ones arrive late.
Inbox Flow reduces:
- Unresponsible messages.
- Inconsistent responses between channels.
- Duplicates when a person writes in multiple ways.
- Requested data without need.
- Manual derivations without context.
- Commercial inquiries mixed with CV or support.
- Sensitive situations treated with generic templates.
03
What exactly is Inbox Flow?
It's a tray orchestration agent. It can read messages from connected channels, apply a taxonomy, and prepare a response or action. The full resolution is only authorized for defined intents and cases.
Inbox Flow does not replace attention logic. It can be the gateway to Support Desk, WhatsApp Desk or a CRM project manager or a responsible person.
04
What do you do, specifically?
01. Centralize the signal
Collect entries from agreed channels without confusing the origin or their permissions.
02. Identify intent and urgency
It classifies consultation, sale, support, complaint, candidacy, press, collaboration, risk or other defined categories.
03. Check the minimum context
Regain prior relationships or conversations only when necessary and allowed.
04. Submit an answer
Use authorized content, channel tone and commitment limits. Ask for the missing data.
05. Drifting with useful information
Create a task or send the case with summary, origin, urgency, question and expected action.
06. Manage deadlines and status
Remember pending cases, avoid duplicate answers, and confirm when a referral has been resolved.
07. Detect patterns
Group recurring reasons for the team to improve content, processes or service.
DUBTE BACK
You don’t have to know which agent you need.
Let’s start with a repeated task, the sources available and the result you want to review. In a free video call we can assess if you need an agent, a service or simply better order the process.
Video call · free · no obligationBook a free video call ↗A short conversation to understand your starting point and bring clarity.
05
How it works from start to finish
- Receive a message from an authorized channel.
- Filter spam or content out of reach.
- It classifies intention, priority and risk.
- Recover only the necessary context.
- Decide between suggested response, authorized resolution, or escalated.
- A person validates the defined cases.
- Send the answer or drift with trace.
- Record status, term and resolution.
06
Example of situation
An application must not end in the commercial form
A person sends a private message asking for work. Inbox Flow identifies intent Talent, does not create a lead and does not send a commercial response. It uses the approved template, indicates the candidature channel, and derives only if there is an exception.
Instead, a query about a project receives the email of hello@karmina.ai or the corresponding form and is registered as an opportunity, always with the minimum necessary data.
07
What do we need before we launch it?
Essential
- Channels and accounts included.
- Taxonomy of Intentions.
- Authorized responses and commitments.
- Managers and chain of escalation.
- Minimum data per type of case.
- Privacy policy, conservation and contact.
- Time and hours of service.
Highly recommended
- Anonymized case history.
- Voice and tag by channel.
- Frequently asked questions.
- Criteria for duplicates and identity.
- Crisis Protocol, Claims and Vulnerable People.
08
How we implant it
- Mapping of channels, volumes and intentions.
- Taxonomy and responsibilities.
- Answer Library and Human Gates.
- Pilot in suggestion mode.
- Review of errors, privacy and derivations.
- Gradual connection with tasks or CRM.
- Automating only sufficiently stable cases.
A REAL TASK IS THE BEST BRIEF
Explain where the friction is concentrated.
You can send us an example, the approximate volume and how it is reviewed today. No need to share sensitive data to make a first assessment.
09
Human supervision and boundaries
The agent can
- Classify and prioritize.
- Prepare answers.
- Ask for minimal data.
- Create tasks or derive.
- Resolve authorized FAQs.
Agent can't
- Infer sensitive information.
- Change channel without base or permission.
- Create trade commitments.
- Resolve claims or crises outside the protocol.
- Use a message as a marketing permission.
Stop and scale when
There is a claim, reputational risk, threats, sensitive data, minors, petition for rights, economic commitment, dubious identity or contradictory information.
10
Sources and possible connections
Social trays, mail, forms, CRM, task managers and knowledge bases. You can connect with Support Desk, WhatsApp Desk, Social Listener and Client Update.
11
How do we measure if it adds value?
- Time to first classification and response.
- Percentage of correct derivations.
- Answers accepted with minor changes.
- Sensitive cases scaled correctly.
- Reduction of duplicate or lost messages.
- Compliance with deadlines.
- Recurrent issues turned into improvements.
12
For whom does it make sense?
It can fit if
- Tickets arrive through several channels.
- There are clear categories and responsible parties.
- FAQs are very time consuming.
- Important cases are lost between routine messages.
- You want to start with suggestions, not automatic answers.
It’s not the first step yet.
- There is no circuit of attention.
- No one can climb.
- The answers always depend on negotiation or expert criteria.
- The channels do not allow a secure or authorized connection.
DUBTE BACK
You don’t have to know which agent you need.
Let’s start with a repeated task, the sources available and the result you want to review. In a free video call we can assess if you need an agent, a service or simply better order the process.
Video call · free · no obligationBook a free video call ↗A short conversation to understand your starting point and bring clarity.
13
Knowledge Foundation and adoption
The basis includes intentions, questions, services, people, commitments, privacy, tone, answers, responsible and escalated. The information available to respond should be limited to each case.
The onboarding prepares the team to review suggestions, correct classifications, and turn recurring cases into rules without automating exceptions.
14
Frequently Asked Questions
Respond automatically?
It can do so in authorized and low-risk cases. The pilot usually begins by proposing answers.
Can you unify channels?
It can give a common operational view, but retains origin, permissions and restrictions of each channel.
Is it the same as Support Desk?
No. Inbox Flow manages input and derivation; Support Desk incorporates case resolution logic and service knowledge.
Can you manage network messages?
Yes, if the platform and access allow it. Actual coverage is validated before it is promised.
How does it treat data?
With defined purpose, minimization, access and retention. It does not retain all content by default.
How much does it cost and how long does it take?
It depends on the channels, intentions, volume, integrations and level of autonomy. It begins with a tray and a set of representative cases.
15
Closure and conversion
What message shouldn't I wait after ten routine queries?
Explain to us which channels receive inputs, how they are classified and where they are lost. We will design a first flow that helps the team without automating what a person needs.
Direct contact hello@karmina.ai
The team
People who connect knowledge and practice
Ignasi Llorente
AI Partnerships & Business Director
Martina Díaz
AI Finance & Business Intelligence Director
Daniel Mallén
AI Operations & Workflow Lead
Eva Trigo
Generative Creative Director
Ariadna Miranda
AI Administration & Knowledge Operations Lead
Claudia Gonzalez
AI Client Success Manager
Jonan Basterra
AI Social Strategy Director
Laura Sabio
Agentic Social Media Lead
Agustina Córdoba
Content AI Specialist
Alba Gómez
Social Listening Specialist
Paola Cudeiro
AI Client Success Specialist
Roger López
AI Project & Workflow Specialist
Mar Berzal
AI Content Strategy Lead
Andrea Gallego
Community Intelligence Specialist
Candela de la Fuente
Content AI Specialist
Blanca Gómez
AI Community Operations Specialist
Cintia Armajach
Content AI SpecialistLet’s talk
Let's talk about Inbox Flow
Tell us about your situation, even if the challenge is not fully defined. A member of our team will respond to understand the process and discuss a first step.
hello@karmina.ai