Know what arrived, who has it and whether it was answered.
We connect the mailboxes where your company receives requests with a legal deadline. Each one is on the record from the minute it lands, with its attachment read, its clock counted and an owner, until the answer reaches the person who asked.
One hour · We trace a real case from your operation
Time left to answer1 d 18 h
- 09:14Order admitting a tutelaInterim measure
- 09:15Legal departmentHas an owner
- 16:31Answer sent to the court and to the userClosed
You have a helpdesk for tickets. What gets you fined arrives somewhere else.
- The tutela lands in the court notices mailbox, with the deadline inside a scanned PDF.
- The regulator's request arrives forwarded twice, with the term on page 3 of the official letter.
- The formal complaint comes in through the service mailbox, mixed in with a thousand enquiries.
In all three, the subject line says nothing and the clock is already running.
None of those emails announces what it carries. Everything that matters is inside the attachment, and neither the mailbox nor the helpdesk opens it. So control ends up in a spreadsheet, in a lawyer who checks mailboxes every morning, and in what two or three people remember.
It works until the day one of them runs out. And on that day the hardest part is proving what happened.
- 08:02RE: question about my billRead
- 08:05Court notice 11001 40 03 012Unopened
- 08:06Formal complaint over an unauthorised chargeUnopened
- 08:11FW: FW: request from the regulatorUnopened
- 08:12Satisfaction surveyRead
Answering late, partially or without leaving proof counts as not answering.
Not answering, answering past the deadline, answering without notifying the user, answering incompletely: all four count as not having answered.
In Colombia the penalty has a figure. In a tutela, it has a name.
COP 172 and 109 million
Fines from Colombia's competition and consumer authority to two telecom operators in 2021, for not handling complaints within the deadline.
COP 227 million
A fine to one health insurer over overdue procedures and life-threatening claims left unanswered. The health regulator treats an answer that arrives past the deadline, or that does not settle the matter, as no answer at all.
Up to six months of arrest
In a tutela, contempt falls on the responsible person and on their superior. It does not fall on the company.
Outside Colombia it goes the same way: what nobody reads, nobody answers.
USD 15 million
A credit agency in the United States paid that sum in 2025. The regulator found that its agents did not review most of the documents users attached to their disputes.
1 in 6
The complaints Australian insurers failed to identify as complaints, according to their regulator in 2024.
64 %
Of the audits of health insurers in the United States in 2017 found appeals processed as if they were simple complaints.
Every figure links to the regulator's own document.
One record, from the moment the email arrives until the user receives an answer.
We work on the mailboxes your company already has, alongside the helpdesk and the legal system you already use.
We start by tracing a real case
Diagnostic
We look at where requests with a deadline come in, who hands them out, who answers and where the trail goes cold. You leave with the map of that journey.
We connect the mailboxes read-only
For a few weeks the system records and classifies without touching anything, and we compare what it sees against what your team has written down.
We build your rules
Your categories, your deadlines, your departments, your systems. Every regulator and every operation has its own, which is why this is built to measure.
We run it with you
Anything doubtful always goes to a person. The rules get adjusted with those cases.
What people ask before we start
- We already have Zendesk, Salesforce or a legal system. Does this replace them?
- No. It connects to them. It covers what falls outside them today: the email whose content is in the attachment, the mailbox that is not customer service, and the proof that the answer went out.
- Will this make us answer faster?
- You will stop losing on what could have been avoided: the email nobody saw, the deadline counted wrong, the answer that was ready and never left, and the one that left but cannot be proven. If a department is slow because the substance is hard or because it is short-staffed, you will see that with a name and a number.
- What happens when the AI gets it wrong?
- Every decision comes with a confidence level. Anything below the threshold we agree on goes to a person for review. The answer to the user or to the judge is always decided and signed by someone on your team.
- Does it work with Gmail and with Outlook?
- Yes, with Google Workspace and with Microsoft 365.
- We handle health and financial data. Where does it end up?
- We start with read-only access. Your company data stays in an installation separate from any other client, the content of the emails is never written to technical logs, and we sign the data processing agreement your compliance team requires.
Let us look at where your deadlines are going
Bring a case that ran out, or a tutela that took you by surprise. In the diagnostic we reconstruct its journey and show you the point where it was lost.
Book my free diagnosticOne hour · Over a video call
You leave with:
- The map of where your requests with a deadline come in today.
- The points in that journey where the trail goes cold.
- What can be closed first and what cannot.