Question 1

How does Dispatch Layer triage support emails?

Accepted Answer

Dispatch Layer polls your shared mailbox every 60 seconds via Microsoft Graph API. Each inbound email is sent to GPT-4o with your categories and queues, which returns a structured triage result: category, priority, sentiment, confidence score, and a professional acknowledgement draft. A ticket is then created with SLA clock and routed to the right queue or engineer automatically.

Question 2

What happens when the AI isn't sure?

Accepted Answer

Every AI decision ships with a confidence score. Anything below the configurable threshold, or flagged as sensitive, commercial, legal, or complaint, lands in a dedicated Review queue for human sign-off before the customer sees an acknowledgement. Human corrections are recorded as training data for future fine-tuning.

Question 3

Which mailbox providers are supported?

Accepted Answer

Dispatch Layer integrates with Microsoft 365 shared mailboxes via the Microsoft Graph API. No SMTP, no forwarding rules. It connects directly to the mailbox to read new messages and send acknowledgements or replies.

Question 4

Is there an audit trail?

Accepted Answer

Yes. Every state change, email event, AI decision, and human override is written to an append-only audit log. Rows are never updated or deleted, giving you a complete, tamper-evident timeline for every ticket from first email to close.

Question 5

How is Dispatch Layer deployed?

Accepted Answer

Dispatch Layer is deployed single-tenant, with one instance per client. The web app and mailbox worker both run on serverless infrastructure (Netlify + Neon PostgreSQL). Setup takes under an hour and is configured entirely through the admin UI, including encrypted mailbox credentials.

Question 6

Who is Dispatch Layer built for?

Accepted Answer

Dispatch Layer is built for small IT teams, managed service providers (MSPs), and any business running a shared support mailbox. If your team currently forwards, copies, or manually sorts support emails, Dispatch Layer replaces that routine with a single automated pipeline.

Question 7

Does Dispatch Layer support multi-factor authentication?

Accepted Answer

Yes. MFA is included on every plan at no extra cost. Dispatch Layer uses standard TOTP (Time-based One-Time Password), compatible with Microsoft Authenticator, Google Authenticator, Authy, and any standard authenticator app. Each user can enable MFA in their Security settings (Profile → Security) and receives 10 one-time backup codes for account recovery.

Question 8

How secure is Dispatch Layer?

Accepted Answer

Dispatch Layer is built security-first: single-tenant deployment (your data never shared), TOTP MFA on every plan, append-only audit log for all actions, role-based access control with four permission levels, brute-force login protection, and AES-256-GCM encryption for stored credentials. All instances are served over HTTPS with HSTS enabled.

Feature	Starter	Professional	Enterprise
AI email triage	Included	Included	Included
Ticket creation	Included	Included	Included
Audit log	Included	Included	Included
MFA (Microsoft Authenticator)	Included	Included	Included
Role-based access control (RBAC)	Included	Included	Included
AI acknowledgement draft	Included	Included	Included
Internal notes & mentions	Included	Included	Included
Auto-send acknowledgement	Not included	Included	Included
AI queue routing	Not included	Partial	Full
SLA tracking	Not included	Included	Included
Contract & entitlement awareness	Not included	Included	Included
Contract document storage (PDF)	Not included	Included	Included
Engineer workboard	Not included	Included	Included
Reporting & analytics	Not included	Basic	Advanced
Multi-mailbox	Not included	Not included	Included
Custom routing rules	Not included	Not included	Included
SLA escalation automation	Not included	Not included	Included
CRM / Teams integration	Not included	Not included	Included
Custom onboarding	Not included	Not included	Included

Feature	Starter	Professional	Enterprise
AI email triage	Included	Included	Included
Ticket creation	Included	Included	Included
Audit log	Included	Included	Included
MFA (Microsoft Authenticator)	Included	Included	Included
Role-based access control (RBAC)	Included	Included	Included
AI acknowledgement draft	Included	Included	Included
Internal notes & mentions	Included	Included	Included
Auto-send acknowledgement	Not included	Included	Included
AI queue routing	Not included	Partial	Full
SLA tracking	Not included	Included	Included
Contract & entitlement awareness	Not included	Included	Included
Contract document storage (PDF)	Not included	Included	Included
Engineer workboard	Not included	Included	Included
Reporting & analytics	Not included	Basic	Advanced
Multi-mailbox	Not included	Not included	Included
Custom routing rules	Not included	Not included	Included
SLA escalation automation	Not included	Not included	Included
CRM / Teams integration	Not included	Not included	Included
Custom onboarding	Not included	Not included	Included

Stop forwarding emails.
Start resolving tickets.

Three steps from email to resolved

Email arrives

AI triages it

Ticket dispatched

Security that doesn't cost extra

Multi-factor authentication

Append-only audit log

Role-based access control

Single-tenant deployment

Brute-force protection

Encrypted credentials

See it in action

Simple, transparent pricing

Starter

Professional

Enterprise

Everything you get, at a glance

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