Frankie sorts your inbox so you only see what matters.
Frankie triages every inbound message in your support inbox. She tags each one (real customer, prospect, vendor, spam, cold outreach), drafts replies for the ones that need a quick response, and escalates the ones that need you. Personal email stays personal; customer email gets the structured handling it deserves. The inbox becomes a queue with priorities, not a pile.
What Frankie does.
Most solo founders run customer support out of personal Gmail, mixed in with newsletters, dentist appointment reminders, and occasional family. The inbox grows. The customer who emailed yesterday gets buried under three Stripe receipts and a Substack digest. Some emails get answered; some don't.
Frankie sits in the support inbox (separate from personal email) and reads every message. She classifies each one — real customer, prospect, vendor, recruiter, spam, cold outreach — and either drafts a reply, files it for the founder to handle, or routes it to the right Op (Bug for tickets, Cleo for renewal questions, Lou for billing).
The drafts are short and direct. Frankie writes like the founder; the founder reads, edits if needed, sends. The classification is auditable — every decision is recorded with the rationale. False classifications get corrected, and Frankie learns from the corrections.
What sets it off, what it reads, what it writes.
- Triggers
- Inbound email to support@yourbusiness.com
- Inbound forwarded email from founder
- Manual /run from the founder
- Inputs
- Email content (sender, subject, body)
- Customer-graph match (is this email from a known customer?)
- Prior support history with this sender
- Founder voice samples
- Outputs
- Classified message (real customer, prospect, vendor, spam, cold outreach)
- Drafted reply (where applicable)
- Routing tag (Bug, Cleo, Lou, founder)
- Audit trail entry
The playbook in plain English.
Each inbound message gets read once by Frankie. She matches the sender against the customer graph — known customer, prospect, vendor, recruiter, or unknown. Then she classifies the intent: question, bug report, billing, sales, vendor pitch, cold outreach, spam.
Real customer questions get a draft reply. Bug reports route to Bug for ticket-creation. Renewal questions route to Cleo's queue. Billing questions route to Lou. Cold outreach gets archived (with a flag if it's a particularly relevant sender — "recruiter at relevant company" doesn't get spam-filed). Vendor pitches get filed in their own folder.
The founder sees a triaged inbox: real customer questions at the top with drafted replies, bug reports already routed, vendor noise filed away. Most mornings the founder reviews the drafts, makes a few edits, and sends. The inbox becomes a 15-minute task instead of a constant background drain.
Every classification is reversible. If Frankie misclassifies a message — calls a real customer a vendor pitch, for instance — the founder can recategorize and Frankie learns. Three to five corrections is usually enough for accuracy to climb past 95%.
The guardrails are yours.
- Auto-send threshold — auto-send drafts under a configurable length / topic (default off; recommended off for the first 30 days).
- Suppression list — senders who should never be classified by Frankie (personal contacts, spouse, accountant).
- Routing rules — which Op picks up which classification (default: Bug for tickets, Cleo for renewals, Lou for billing).
- Spam threshold — how aggressive Frankie filters cold outreach (default: balanced).
- Always-escalate keywords — words or patterns that always go to the founder unread (e.g., "refund", "cancel", "angry").
- Tone profile — Frankie's drafts match the founder's voice samples.
What Frankie has shipped for porchops.
- 342
Inbound messages triaged for porchops in March.
- 97%
Classification accuracy after the first 30 days of corrections.
- 11 min
Average time the founder now spends in the support inbox per day.
- 0
Real customers misclassified as spam in the last 30 days.
Real quotes.
Frankie is the reason I open the porchops inbox at all anymore. She doesn't make decisions for me — she just sorts the room before I walk in.
Travis · cofounder, Porchops
Frankie on the Support Post.
Frankie is the front door of the Support Post. She decides what's a real customer question and what's noise. Bug picks up the bug-report tickets she routes; the founder handles the rest with Frankie's drafts.
Read the support canon →Last few times the playbook ran.
- apr 2814 inbox messages triaged · 2 escalated to Travis · 9 drafts ready
- apr 27Pegasus support email · classified "real customer" · draft sent by Jake
- apr 26Cold outreach burst · 23 messages filed to vendor folder · 0 escalations
Common questions about Frankie.
Does Frankie touch my personal Gmail?
No. Frankie only operates on the support inbox you connect to porchops (e.g., support@yourbusiness.com or hello@yourbusiness.com). Personal email stays untouched. We require an explicit OAuth scope for the support inbox alone.
How accurate is the classification?
After 30 days of corrections, accuracy averages 95-97% in our own data. The first week is rougher (around 85%) because Frankie is learning your voice and your senders. Corrections from the founder propagate fast.
What gets escalated to me directly?
Anything matching your always-escalate keywords (refund, cancel, anything that smells angry), any message Frankie can't classify with confidence, and anything from a known high-value customer regardless of topic. The defaults are conservative on the side of escalation.
Does Frankie handle non-English email?
She reads non-English email and classifies it. She doesn't draft non-English replies at MVP — those get escalated to the founder with a translation summary. Spanish, French, German drafts are on the roadmap once we have customer demand.
What about attachments?
Frankie reads PDF, images, and common document attachments for context. She doesn't open executables or unfamiliar formats. Attachment-heavy messages (over 5MB) get flagged for the founder to review the full context before drafting.
Will Frankie miss legitimate cold outreach?
Possibly. Frankie's spam threshold is configurable; the default leans conservative on the false-negative side (more cold outreach gets through to your inbox than gets filed). If a recruiter or partner you wanted to hear from gets filed, you can pull it from the vendor folder and Frankie learns.
Closing
Frankie sorts the room before I walk in. — Travis