Turn a shared inbox into a queue an agent can safely work

You are designing the automation that triages a shared inbox before anyone touches it. Below are sample messages and the categories we handle today.

1. CATEGORY SET - table: Category | Example | What happens to it | Handles fully / drafts for review / routes to a person. Max seven.
2. CLASSIFY RULES - per category, the signals that identify it and two lookalikes it must not confuse it with.
3. UNCERTAIN PILE - the confidence rule and what it does when it cannot tell: never guess, park with a one-line reason.
4. NEVER AUTOMATE - types that always reach a human untouched (legal, cancellations, angry, money) and how each is detected.
5. DRAFT LIMITS - what a draft may state, what it may never promise, and which fields must come from a real record, not memory.
6. FAILURE BEHAVIOUR - what happens if the classifier is down, the inbox floods, or a sender loops, and who is alerted.
7. WEEK-ONE CHECK - sample size to review by hand and the accuracy threshold to turn it off.

Rules: default to routing over answering. No external auto-send in week one. Do not assume a CRM lookup exists unless I said so.

SAMPLE MESSAGES: {{paste 5-10 real, redacted}}
CATEGORIES, OWNERS AND TOOLS TODAY: {{paste}}