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INTELLIA

RESOLV

High-volume email, under control.

Shared mailboxes with AI triage, routing and SLAs for teams that live in email.

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Illustrative interface of RESOLV, with sample data.

What is RESOLV?

RESOLV is INTELLIA's email management system for teams that handle large volumes of business email, such as customer service, collections, procurement or claims. It turns shared mailboxes into a managed queue with AI classification, automatic routing, assignment, SLA timers, approved templates and reporting on volumes and response times.

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The problem

Why teams look for email management system software

Shared mailboxes like info@ or support@ quickly become unmanageable. Several people read the same email while others go unanswered, there is no ownership or deadline, and managers cannot tell how long customers wait for a reply.

The solution

How RESOLV solves it

RESOLV connects to your existing mailboxes and organizes every incoming email into a queue. AI reads and classifies each message, routes it to the right team and suggests a reply; agents own each thread until it is closed, and managers see backlog and response times live.

Features

Why teams choose RESOLV

  • Works with your mailboxes

    No change of email provider required.

  • AI classification

    Emails sorted and routed as they arrive.

  • Ownership

    Every email has one owner and a deadline.

  • SLA timers

    Know which emails are at risk.

  • Templates

    Consistent, approved wording.

  • Reporting

    Volumes, response times and trends.

Modules

What's inside RESOLV

Shared queues

Mailboxes as managed work queues.

  • Connect Microsoft 365, Google Workspace or IMAP
  • Assignment and ownership
  • Thread collision prevention
  • Internal notes
Illustrative interface of RESOLV, with sample data.

How it works

Who it's for and how it's deployed

Back-office teams

Finance, collections, procurement and claims.

Customer service

Teams where email is still the main channel.

Shared service centers

Centralized teams serving several entities.

Deployment options

  • Cloud

    Hosted by INTELLIA.

  • On-premises

    Runs inside your network alongside Exchange.

  • White-label

    For BPO and outsourcing providers.

Implementation timeline

Indicative durations for a standard deployment; confirmed during discovery.

  1. Phase 1 · 1 week

    Mailbox connection

    Mailboxes connected, queues and teams defined.

  2. Phase 2 · 1–2 weeks

    Rules and AI tuning

    Categories tuned on historical email.

  3. Phase 3 · 1 week

    Go-live

    Training and launch with SLA monitoring.

Integrations and security

Integrates with

  • Microsoft 365 and Exchange
  • Google Workspace
  • IMAP and SMTP
  • CX Hub
  • Odoo and CRM lookups
  • REST API

Security and compliance

  • Mailbox access via OAuth with least privilege
  • Role-based queue access
  • Encryption in transit and at rest
  • Audit log of assignments and replies
  • Optional PII masking for AI processing

Email is still a core channel

For invoices, claims, contracts and B2B customers, email remains the default. RESOLV brings to email the same ownership, deadlines and reporting that ticketing brought to customer support.

See our AI and machine learning service for how classification models are trained and monitored.

FAQ

RESOLV questions, answered

What is RESOLV?

RESOLV is INTELLIA's email management system that turns shared mailboxes into managed queues with AI classification, routing, SLAs, templates and reporting.

Do we need to change email providers?

No. RESOLV connects to Microsoft 365, Exchange, Google Workspace or any IMAP mailbox.

How is RESOLV different from CX Hub?

RESOLV focuses on high-volume email workflows, often in back-office teams. CX Hub is an omnichannel support platform covering email, WhatsApp, chat and phone. Many organizations use both, and they integrate.

How accurate is the AI classification?

Accuracy depends on how distinct your categories are and the quality of historical email used for tuning. We measure it during setup and route low-confidence emails to a manual triage queue.

Can customers' replies stay in the same thread?

Yes. RESOLV preserves normal email threading, so customers simply reply as usual.

More customer experience products

See RESOLV in action.

Book a tailored demo with a product specialist. We will show your workflows, not a generic tour.

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