Use case · Microsoft Outlook + Teams
AI inbox triage and drafts for Outlook + Teams
OMNA-01 watches your shared Outlook mailboxes, classifies what comes in, drafts replies, and escalates the urgent ones into the right Teams channel before the team opens email.
The problem
Shared inboxes — ops@, partnerships@, sales@, support@ — fill up overnight. Mornings open with a hundred unread threads. The right reply takes context the on-call person doesn't have at 8am. The work is real and recurring; the bottleneck is the assembly time, not the answering.
Who this is for
Heads of operations, partnerships leads, and sales-ops managers running shared Outlook mailboxes in Microsoft 365. Especially useful for teams with under 30 people sharing one inbox and a Teams channel that should pick up the escalations.
What it does weekly
- · Reads new email landing in the shared mailboxes the agent is authorized for
- · Classifies each thread — routine, urgent, action-needed, FYI
- · Drafts a reply for routine and FYI threads, queued in the mailbox for the rep
- · Escalates urgent threads into the right Teams channel with the email summary and a draft response
- · Files notes back to the email thread so the team's reply context stays intact
- · Posts a Monday morning queue summary in the ops channel: what came in over the weekend, what's resolved, what needs human eyes
First useful output
An empty-by-9am shared inbox: routine drafts queued, urgent threads in Teams with context, FYI threads filed.
Time to first output
Same day
How it works
| Trigger | Action | Outcome |
|---|---|---|
| Email lands in the shared mailbox | OMNA-01 reads, classifies (routine / urgent / action / FYI), and drafts the appropriate response | Routine drafts queue in Outlook; urgent threads escalate to Teams; FYI gets filed |
| Thread classified urgent | OMNA-01 posts in the team's Teams channel with the email summary, sender context, and a draft response | On-call rep opens Teams to a triaged urgent list, not an inbox they have to sort first |
| Sender follows up on a thread the agent already drafted for | OMNA-01 ties the new message to the existing thread context and adjusts the draft | Conversation stays coherent across multiple emails; the rep sees the latest draft, not a fresh classification |
| Monday 9am Eastern | OMNA-01 posts the weekend queue summary in the ops Teams channel | Manager arrives at a triage list, not a 200-thread inbox |
What gets wired
Wire Teams channels and chats
How the agent listens for @-mentions, posts threaded replies, and uses adaptive cards. Base wiring every other use case depends on.
Wire Outlook mail
How the agent reads shared Outlook mailboxes, drafts replies, and escalates urgent threads into Teams. Five-minute walkthrough for the workspace admin.
Recommended agent
OMNA-01
AI Operations Orchestrator
Multi-agent ops coordinator for teams running 3+ agents
What it costs
OMNA-01 costs a small fraction of what a mid-market operations associate costs. The agent does the parts of inbox triage that scale — reading, classifying, drafting the routine. An ops associate runs $8–12K/month fully loaded; the relationships and the judgment calls stay with them. See the math on /pricing.
Edges of this connection
OMNA-01 currently does not:
- Send replies without rep approval. Drafts queue in Outlook; the rep clicks send.
- Read personal mailboxes. Only the shared mailboxes the admin explicitly authorizes.
- Make contractual or financial commitments on the team's behalf. Drafts that involve commitments are flagged for human review before queuing.
Where to next
- → Back to Microsoft Teams — the full cluster
- → See the Roster — agents you can hire
- → All integrations