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Forwarder shared inbox AIshared inbox AI freight forwarder

Make the shared inbox operationally intelligent

Doana helps freight forwarders route emails, identify customs and AOG work, draft replies, extract attachments, and keep every thread accountable from Outlook or Gmail.

One queue

For triage, customs, replies, and handoffs

Built for Outlook and Gmail shared mailboxes

For triage, customs, replies, and handoffs

Classify the request

Separate customs prep, AOG escalation, quote, tracking, billing, supplier, and customer-service messages.

Assign the next owner

Route threads by customer, shipment type, urgency, missing data, language, or SOP-defined responsibility.

Prepare the work packet

Extract document data, summarize the thread, and highlight what the next teammate or broker needs.

Output

Broker-ready data, draft replies, and review notes

Operational gap

Shared inboxes hide operational risk

Ownership is unclear when several agents monitor the same mailbox.

Urgent customs, AOG, quote, billing, and tracking requests compete for the same attention.

Attachments often hold the real work, but they are disconnected from routing, SLA, and reply context.

Workflow

AI assistance for each inbox handoff

1
Classify the request

Separate customs prep, AOG escalation, quote, tracking, billing, supplier, and customer-service messages.

2
Assign the next owner

Route threads by customer, shipment type, urgency, missing data, language, or SOP-defined responsibility.

3
Prepare the work packet

Extract document data, summarize the thread, and highlight what the next teammate or broker needs.

4
Draft consistent replies

Create customer, broker, and supplier drafts that reference known shipment facts and required next steps.

Controls for freight and aviation workflows

  • Human approval for outbound customer and broker replies.
  • Audit trail across assignments, draft edits, exports, and exceptions.
  • Customizable SOPs for customs, AOG, quote, tracking, and billing categories.

Inbox content Doana can structure

  • Customer RFQs
  • Commercial invoices
  • Packing lists
  • AWB / HAWB / MAWB
  • Broker instructions
  • Supplier quotes
  • Tracking updates
  • Customs exception notes

Built for Outlook and Gmail shared mailboxes

Doana adds AI triage, routing, draft replies, and document extraction without changing the team inbox into a separate ticketing portal.

  • Shared mailbox routing
  • Internal notes and auditability
  • Role-based review
  • Exports to TMS, ERP, Excel, CSV, or JSON
Internal links

Related freight inbox pages

Solutions hub
AOG email triage automation

Classify AOG, Express, and Routine aviation logistics emails, draft acknowledgements, request missing customs documents, and monitor urgent threads.

Freight forwarder mailbox automation

Automate a freight forwarder shared mailbox with AI triage, email dispatch, draft replies, customs document extraction, and proactive monitoring.

AI customs automation for aviation

Automate aviation customs intake, document extraction, HS classification support, and broker-ready exports from Outlook and shared inbox workflows.

Shared inbox AI FAQ

Does Doana require replacing the shared inbox?

No. Doana works with the shared inbox as the operating surface and adds AI routing, extraction, and drafting around it.

Can Doana route emails by customer or shipment type?

Yes. Routing can use sender, customer, language, shipment context, urgency, attachment type, and SOP-defined categories.

Can it integrate with a TMS?

Yes. Doana can export structured data and support custom integrations for TMS, ERP, broker, and reporting workflows.