---
title: AI inbox triage and drafts for Outlook + Teams — Fidelic agents
slug: inbox-triage-and-drafts
pageType: use-case
parentHub: Microsoft Teams
parentHubSlug: microsoft-teams
status: published
publishedAt: "2026-05-06T20:00:00.000Z"
lastUpdated: "2026-05-06T20:00:00.000Z"
canonical: "https://fidelic.ai/integrations/microsoft-teams/inbox-triage-and-drafts"
topSearchQueries:
  - "ai for outlook email"
  - "ai email summary"
  - "ai assistant outlook"
  - "ai inbox triage"
  - "ai email assistant"
  - "ai for outlook"
---

# 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.*

← Parent: [Microsoft Teams](https://fidelic.ai/integrations/microsoft-teams)

## 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

## At a glance

- 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](https://fidelic.ai/integrations/microsoft-teams/setup-teams-channels) — How the agent listens for @-mentions, posts threaded replies, and uses adaptive cards. Base wiring every other use case depends on.
- [Wire Outlook mail](https://fidelic.ai/integrations/microsoft-teams/setup-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](https://fidelic.ai/agents/omna) — AI Operations Orchestrator

## What it costs

[OMNA-01](/agents/omna) 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](/agents/omna) currently does not:

- Send replies without rep approval. Drafts queue in [Outlook](https://outlook.live.com/); 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.

---
Canonical: https://fidelic.ai/integrations/microsoft-teams/inbox-triage-and-drafts