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Two weeks of support email for a legal-transcription app (called "the app" here). Each email goes into one lane. If one help page clearly answers it, a reply is drafted for a person to check and send. Anything time-critical, about money, confidential, about a filed record, or from an upset customer is held for a person. Questions that several accounts keep asking with no help page are flagged. The decisions come from short, fixed rules, not a live model, so each one can be explained in a sentence.

Pick an email to see its lane, the rule that decided it, and the reply.

How I checked it

The lanes, checked in this order

The first rule that fires decides. The hold rules (the first five) always run before any help page is matched, so a refund or a sealed hearing never gets an automated answer, even when a page matches.

Lane	Rule	Rules gave	My labels

Agreement with my labels

The labels and the rules were written together, so this checks that the rules do what I meant. It does not show accuracy on a real inbox.

Six edge cases, run live on this page

Each one feeds purpose-written emails through the same rules and checks the lane.

Assumptions

The phrase lists, the thresholds and the hold categories are guesses. Real inbox history would replace them.

A help page drafts a reply only when it matches at least 2 of its phrases and beats the next page by at least 1. Ties and weak matches go to a person.

A question counts as a repeat once 3 different accounts ask it. One account asking several times is one person waiting, not a missing page.

"Call now" fires for a proceeding that is live, starts within 60 minutes, or is this morning with something failing. It assumes the account has a phone number on file and someone is free to call.

Matching is plain phrase matching on the subject and body, as whole words. Typos and unusual wording are missed, and those emails fall to a person, which is the safe direction.

"Cancel" anywhere holds an email for billing, even "cancel the live link". That's on purpose: a wrong hold costs a person a minute, a wrong automated answer about money costs trust.

Watched questions are phrase lists someone sets up after noticing a pattern. The page doesn't discover new topics on its own.

The 60 emails, 20 accounts, 8 help pages and the hand labels were written for this demo with AI tools. Times are shown as written, with no time zones.

See every phrase list

Questions I'd want answered

Which questions fill the inbox most, and which come by phone instead?

When a reporter writes during a live proceeding, what is the fastest path to a person today?

Which replies must a person always send, and is anything missing from money, confidential hearings and filed transcripts?

Do agency admins and freelance reporters ask different things, and should they get different replies?