Glossary
Reply classification
Reply classification is the sorting of every reply by an agent into a small set of states, such as interested, not now, wrong person, or has a question, before a person acts on it.
Replies arrive in every shape: a yes, an out-of-office, a colleague's address, a question about price, a request to stop. An agent reads each one and assigns a state. The state decides what happens next, and it is visible on the shared board next to the reply.
For an interested reply, the agent can send the information the person asked for, request the details the sales team needs, or offer a booking link. For a stop request, the address is opted out across every sequence. For a wrong person, the base is corrected.
Classification is what makes the handoff fast. The sales team is not reading an inbox; it is receiving the replies that need a person, with the state and the context attached.
Questions
Does the agent reply on its own?
Only with information the client approved in advance, such as a brochure or a booking link, and only to a reply classified as interested. Anything that needs judgment goes to a person.
Related terms and pages
This term belongs to the outbound engineering glossary. The practice is defined on the category page.
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