Question 1

How does Dispatch Layer triage support emails?

Accepted Answer

Dispatch Layer polls your shared mailbox every 60 seconds via Microsoft Graph API. Each inbound email is sent to GPT-4o with your categories and queues, which returns a structured triage result: category, priority, sentiment, confidence score, and a professional acknowledgement draft. A ticket is then created with SLA clock and routed to the right queue or engineer automatically.

Question 2

What happens when the AI isn't sure?

Accepted Answer

Every AI decision ships with a confidence score. Anything below the configurable threshold, or flagged as sensitive, commercial, legal, or complaint, lands in a dedicated Review queue for human sign-off before the customer sees an acknowledgement. Human corrections are recorded as training data for future fine-tuning.

Question 3

Which mailbox providers are supported?

Accepted Answer

Dispatch Layer integrates with Microsoft 365 shared mailboxes via the Microsoft Graph API. No SMTP, no forwarding rules — it connects directly to the mailbox for both reading new messages and sending acknowledgements or replies.

Question 4

Is there an audit trail?

Accepted Answer

Yes — every state change, email event, AI decision, and human override is written to an append-only audit log. Rows are never updated or deleted. This gives you a complete, tamper-evident timeline for every ticket from first email to close.

Question 5

How is Dispatch Layer deployed?

Accepted Answer

Dispatch Layer is deployed single-tenant — one instance per client. The web app and mailbox worker both run on serverless infrastructure (Netlify + Neon PostgreSQL). Setup takes under an hour and is configured entirely through the admin UI, including encrypted mailbox credentials.

Question 6

Who is Dispatch Layer built for?

Accepted Answer

Dispatch Layer is built for small IT teams, managed service providers (MSPs), and any business running a shared support mailbox. If your team currently forwards, copies, or manually sorts support emails, Dispatch Layer replaces that ritual with a single automated pipeline.

Feature	Starter	Professional	Enterprise
AI email triage	Included	Included	Included
Ticket creation	Included	Included	Included
Audit log	Included	Included	Included
AI acknowledgement draft	Included	Included	Included
Auto-send acknowledgement	—	Included	Included
AI queue routing	—	Partial	Full
SLA tracking	—	Included	Included
Engineer workboard	—	Included	Included
Reporting & analytics	—	Basic	Advanced
Multi-mailbox	—	—	Included
Custom routing rules	—	—	Included
SLA escalation automation	—	—	Included
CRM / Teams integration	—	—	Included
Custom onboarding	—	—	Included

Stop forwarding emails.
Start resolving tickets.

Three steps from email to resolved

Email arrives

AI triages it

Ticket dispatched

Simple, transparent pricing

Starter

Professional

Enterprise

Everything you get, at a glance

See Dispatch Layer in your inbox

Stop forwarding emails. Start resolving tickets.