"Which one do I answer first?" The inbox answers that one for you, and it gets it wrong: oldest first. So the person who wrote on Thursday asking where their parcel is gets dealt with before the one who wrote on Saturday morning saying the parcel arrived smashed and they want to speak to a human, now.
Triage is sorting before answering.
A Murage team can do the sorting, and the drafts for the easy ones, so the smashed-parcel email is at the top of your list when you sit down and not halfway down it.
Four piles
Every ticket goes into one of four: routine, unusual, urgent or angry. Routine ones get a draft answer written from your help docs and from replies you've sent before. Angry, urgent and odd ones go to the top with a short note on why they were flagged. Questions that keep coming back go into a reply bank. You read, edit and approve, and nothing is sent until you say so.
Twenty minutes on the docs
This comes before anything else. You need Murage with an AI engine (Fuigo, your existing Claude or ChatGPT plan, or an API key), and Gmail or Outlook connected through Flux Router or your own connected-apps key. A helpdesk works only if it is in the connected-apps catalog; if yours isn't, paste in an export.
Then make a project and put in your help pages, refund policy, shipping terms, and a handful of real replies you were proud of, the ones where you got the tone right with someone who was annoyed. The bots answer only from what you give them, so a thin project means thin drafts. This decides whether the drafts are any good. People rush it. We'd spend twenty minutes here and not touch anything else until it's done.
Start from the library
Open the team library and look at Support Stack or Reply Desk. Import one, look inside, give it your brief. Imported routines arrive switched off, so nothing runs until you decide it should.
Go through the support inbox every morning at 7. Draft answers from our help docs. Flag anything angry or urgent and move it to the top with a note. Send nothing.
Your Chief of Staff proposes a routine. Nothing is scheduled until you press Confirm.
The first morning
The summary reads something like: 38 tickets, 29 answered in draft, 3 flagged urgent, 6 repeat questions added to the reply bank. (That is an example, not a promise about your inbox.)
Open the three flagged ones first and read the note on each. Write those replies yourself, or rework the draft heavily. Then skim the twenty-nine; most need a word or two changed, and you can approve them in one pass.
The reply bank is where most of the saved time comes from. "Where is my order?" "Can I change my address?" Once a question has come up six times there is an answer in the bank, in your wording, ready for the seventh.
Don't turn on drafting in week one
Let the team sort and flag only, and check that its idea of "urgent" matches yours. It won't, entirely, the first few days. When a bot gets a type of ticket wrong, tell it why; it keeps notes on what you told it and uses them on the next morning's queue. Then turn on drafts for the one or two categories where the answer is the same every time, and widen from there.
What stays with you regardless: sending, since new bots start on Ask and ask before each send. Refunds and anything else that moves money. And House Rules tell bots to say they are an AI when someone sincerely asks, which we think is the only honest way to run drafts in a support inbox.
The support queue use case shows the full job, and review replies is the natural next step for public feedback. If you run a shop, see the page for small business. Download Murage, load the help docs, and let tomorrow's queue arrive in the right order.