Blueprint
Inbound Triage
Every item that needs a person, in one place
One prioritised inbox
Inbound post and email, exceptions from automated processes and cases your compliance team needs to see all land in one prioritised inbox. Volume suggests what each item is, gathers the evidence and finds the right record. Your team reviews, decides and moves on.
1
Intake
Email, scanned post, portal downloads, records from other systems, exceptions from your workflows and cases that meet your risk criteria all arrive in one inbox. Choose what's triaged, and whether every item goes in or only those that match a filter.
2
Identify
Before anyone opens an item, Volume classifies it, extracts the data defined for that type, finds the matching record and sets its priority. Every suggestion comes with a confidence score.
3
Review
Reviewers work through a prioritised queue. They confirm or correct the data, assign attachments as evidence and set the outcome. Nothing is saved until a person approves it.
4
Act
Confirmed decisions trigger the follow-up automatically, from updating records and contacting customers to generating reports and escalations. Every action is recorded, so you have a complete audit trail.
A working version of every stage
Every triage process takes items in, works out what they are, puts them in front of the right person and acts on the decision. The Blueprint gives you a working version of each stage, linked by Workflows. You decide what gets triaged, how it's prioritised and what happens next.
Linked into one process
We provide the tools. You decide what gets triaged and what happens next.
Add the steps you need
Need another step? Add a second reviewer, a sign-off for high-value cases or an escalation to another team. The process is yours to shape, and you can change it later without a development project.
What you can do
We provide the tools. You build the process
Every tool below already works with the others on one platform. Pick the ones your review process needs, and Workflows link them together, with every decision recorded against the record it relates to
Bring every item into one inbox
Emails, scanned post, portal uploads, records from other systems and exceptions raised by your workflows all arrive in one place, ready to be worked.
Flag what needs attention
Set the criteria that mark a record as high-risk or non-standard, such as values outside the norm or unexpected behaviour. Matching records are surfaced automatically, so nothing slips through.
Know what each item is
Each item arrives with a suggested type, its data pre-filled and the matching record found, even when a reference has been misread in a scan.
Review in a guided flow
Work through items in a prioritised view. Your team confirms, corrects or rejects each suggestion, and nothing is saved until a person approves it.
Act on every decision
Once an item is confirmed, workflows carry out the follow-up: updating records, creating tasks, contacting customers or escalating to another team. Handle many items at once when they need the same action.
Report without writing it up
Generate compliance reports from the actions taken and findings recorded, and give stakeholders a live view of outcomes and emerging risk.
Share data safely
Control what data moves between Volume, third parties and partners, with permissions on everything coming in and going out.
Change it without a project
Describe a change, such as a new type of item or a new risk rule, and the assistant drafts it for your team to review and approve.
See it in action
Example 1: Triaging lender correspondence
Here's how a claims management firm handles correspondence from lenders on Volume, from the letter arriving to the follow-up being sent. Steps 2 to 4 happen before anyone opens the item, so reviewers can process complex documents quickly
1
Intake
Correspondence arrives from every channel
Lender emails with attachments in varying formats, PDFs downloaded from lender portals and letters received by post all arrive in the triage inbox.
2
Identify
Communication type classified
Each item is classified automatically by type, such as an acknowledgement, a decision or a request for information.
3
4
Identify
Key data extracted
The data defined for that communication type, such as the decision or the information requested, is extracted and pre-filled.
5
Review
Presented to the reviewer
The reviewer opens the item to find the document, its type, the matched claim and the extracted data side by side.
6
Review
Data confirmed
The reviewer checks the extracted data and confirms it, or corrects anything that needs it.
7
Review
Attachments filed as evidence
Each attachment is assigned as evidence against the claim, so the claim holds every document the lender has sent.
8
Review
Status and follow-ups set
The reviewer sets the triage status and chooses any follow-up actions required.
9
Act
Follow-up workflows run
Each follow-up fires its own workflow. For a request for information, Volume contacts the claimant automatically, asking for exactly what the lender needs.
FAQ
Common questions
What can be triaged?
Anything that needs a person: inbound email and post, portal uploads, records from other systems, exceptions from automated processes such as reconciliation, and cases flagged for compliance review.
Can we set our own risk criteria?
Yes. You define what counts as high-risk or non-standard, and change it through configuration whenever your policies or risks change.
How are items prioritised?
By the rules you set, such as risk level, value, age or type, so your team always works the most important items first.
Is the system making decisions for us?
No. Volume suggests what each item is, the data it contains and the record it belongs to. A person confirms every decision before anything is saved.
Can we use our own AI account?
Yes. The model used to read and classify items is configurable through Integrations, and you can bring your own AI account.
Who can see what?
Permissions control which items, records and fields each person can see and act on, inside your team and in any portal or data shared externally.
Can it produce compliance reports?
Yes. Reports are generated from the actions taken and findings recorded, and dashboards give stakeholders a live view of outcomes and emerging risk.
Is there an audit trail?
Yes. Every suggestion, correction, decision and follow-up action is recorded against the item and the record it relates to, with who did it and when.
How long does it take to set up?
Because you start from a working Blueprint rather than a blank page, most triage processes go live in weeks, not months. We'll agree a timeline with you after discovery.
How is our data protected?
Data is hosted in the UK, held in your own encrypted database and protected down to individual fields. Volume holds Cyber Essentials and Cyber Essentials Plus certification and is committed to ISO 9001 & 27001.
Proven in practice
Running for real customers
Case Study – Claims Management
Onboarding 100,000 claimants in six months
Lender letters, emails and portal downloads arrive in one inbox at My Car Loan Claims, already classified as acknowledgements, decisions or information requests and matched to the claim.
Read the Case StudyPrevious
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