Fylo

An explainable routing and review layer for small support teams.

Fylo turns inbound support email into structured tickets, classifies each request, routes it against team skills and workload, and sends uncertain cases to human review. The product is designed around a simple premise: automation is more useful when the people operating it can see why a decision was made and change the policy behind it.

The project was developed as a collaborative Developer Camp hackathon build in the Future of Work track.

Product workflow

1. An inbound email is validated and stored as a support ticket.
2. Gemini extracts classification fields such as intent, urgency, and sentiment.
3. The routing engine scores eligible teammates using skills, workload, and workspace policy.
4. High-confidence assignments enter the live queue; uncertain cases move to review.
5. An agent can inspect the ticket, add notes, generate or revise a reply draft, and send an approved response.
6. Leads can review workload distribution and adjust routing thresholds.

Implemented system

• live ticket, review, and workload views backed by Convex;
• email and password authentication with protected routes;
• inbound Resend webhook validation, idempotent ingestion, and failure records;
• Gemini-backed classification, draft generation, and resume parsing;
• deterministic fallback metadata when an AI provider is unavailable;
• skill- and workload-aware routing with readable assignment reasons;
• ticket notes, lead review actions, and approved outbound replies;
• role-aware policy settings and workspace membership support;
• unit, integration, and Playwright coverage for the core workflow.

Architecture

Inbound email
    -> Resend webhook
    -> Convex ingestion and validation
    -> Gemini classification
    -> routing policy and candidate scoring
    -> live queue or human review
    -> ticket workspace
    -> approved reply

The repository is a Bun and Turborepo monorepo:

apps/web/           Next.js application and Playwright flows
packages/backend/   Convex schema, functions, integrations, and tests
packages/config/    shared TypeScript configuration
packages/env/       environment validation
docs/               product decisions, research, plans, and verification notes

The web application uses Next.js, React, Tailwind CSS, shadcn/ui, Framer Motion, Better Auth, and Convex. The backend integrates Google Gemini and Resend.

Run locally

Requirements

• Bun 1.3.9
• Node.js 22 or newer
• a Convex project
• optional Google AI and Resend credentials for provider-backed flows

Install dependencies and initialize Convex:

bun install
bun run dev:setup

Create the environment files described in .env.example, then start the workspace:

bun run dev

The web app runs at http://localhost:3001 by default.

Verification

bun run check-types
bun run test
bun run build
bunx playwright install chromium
bunx playwright test

The latest recorded verification and known gaps are maintained in docs/current-codebase-checklist.md. The workspace and membership backend does not yet have a complete administration interface, and live provider-to-app inbound email verification remains an opt-in environment check.

Team

Fylo was co-built by Roi Victor Roberto, Kean Louis Rosales, Vincent Ferrer, and Miguel Kalaw.

License

Licensed under the MIT License.