---
title: "Sort incoming documents to the right team | Certant"
description: "Certant reads each incoming document, proposes a category with the passages that support it, and names the destination team for a person to approve."
url: "https://certant.ai/use-cases/document-intake-routing"
---

For records teams and document controllers

# Sort incoming documents to the right team

Certant reads each incoming document, proposes a category with the passages that support it, and names the destination team for a person to approve.

[See it on your documents](https://certant.ai/contact-sales?topic=use-case) [See how agents work](https://certant.ai/agents)

Can run entirely inside your own network.

Letter from Harrow Residents' Association · received 2 Nov 2026Example

Proposed category: **Information request**. Destination: **Information access team**.

Waiting for approval · Records officer

_A fictional department's inbox, used for demonstration._

The problem

## Everything arrives in one inbox

Briefing requests, correspondence and information requests all land in the same shared inbox. A records officer opens each one, reads enough to decide what it is and forwards it to whoever handles that kind of thing.

When the inbox is busy, a request with a statutory clock on it can wait behind a newsletter.

The documents

## What Certant reads

The categories and the routing table are yours. Certant doesn't bring a scheme of its own.

| Document | What it supplies |
|---|---|
| Incoming documents | Letters, emails, briefs and attachments as they arrive. |
| Classification scheme | Your own categories and the description of what belongs in each. |
| Routing table | Which team receives each category. |

The result

## See why it chose the category

One incoming documentExample

**Document**

Letter from Harrow Residents' Association, received 2 Nov 2026, 2 pages

**Proposed category**

Information request

**Reason 1**

"We request copies of all traffic studies commissioned for the Harrow Road upgrade since 2023." page 1 · paragraph 2

**Reason 2**

"This request is made under the Freedom of Information Act." page 1 · paragraph 3

**Destination**

Information access team

**Review pack**

a three-line summary, the two passages, the original letter

**Status**

Waiting for approval · Records officer

The inbox this morningExample

| Document | Proposed category | Destination | Status |
|---|---|---|---|
| Letter from Harrow Residents' Association | Information request | Information access team | Waiting for approval |
| Request for a briefing on regional bus contracts | Briefing request | Policy coordination | Waiting for approval |
| Two-page attachment, unsigned, no covering letter | Not classified | Records officer | Needs a person |

_The third document didn't fit a category with enough support, so it's left for a person and isn't forced into one._

The approval

## A records officer approves the route

The officer sees the proposed category, the passages behind it and the destination team. They approve the route, change it, or send the document somewhere else, and the record keeps what was decided.

ApprovalExample

**Proposed**

route to the Information access team with the review pack

**Options shown**

Approve route · Change category · Send elsewhere

Waiting for approval · Records officer

Scope

## What setup involves

We configure the workflow with your classification scheme and routing table, then test it on a sample of past correspondence with any personal details removed.

| Area | What to expect |
|---|---|
| Function | Certant classifies and routes. An officer approves every route. |
| Decisions | It makes no decision about an exemption or what to disclose, and it doesn't redact a document on its own. |
| Status | It carries no government certification. It can run in Certant Cloud, in your cloud, or fully air-gapped. |

Related

## Related use cases

### Insurance claim intake

A claim pack with the missing evidence and the clauses to inspect.

[See the use case](https://certant.ai/use-cases/insurance-claim-intake)

### IT helpdesk self-service

Answers from your runbooks, with a hand-off to the service desk.

[See the use case](https://certant.ai/use-cases/it-helpdesk-self-service)

### Regulatory return gaps

Sites and periods missing from the returns you hold.

[See the use case](https://certant.ai/use-cases/regulatory-return-gaps)

[See all use cases](https://certant.ai/use-cases)

## Bring a sample of your inbox

Send us a set of past documents and your routing table. We'll show you the category, the passages and the destination proposed for each.

[See it on your documents](https://certant.ai/contact-sales?topic=use-case) [See how agents work](https://certant.ai/agents)

Certant Cloud, your cloud, or fully air-gapped.