Review and send replies to support enquiries
Writes a reply to each new support email, asks you to approve it, and sends it or leaves it as a draft.
What it does
Each integration step this workflow runs, in order, what it is for, and the conditions and loops that decide when it runs.
- 1GmailList emailsReads the unread messages in your inbox that match your support search and carry neither label, a few at a time, checking again before each one.
For each
enquiryTry
- 2GmailList emails
- 3GmailAdd label to messageLabels each enquiry 'Reply awaiting approval' while it waits on you, then 'Reply handled' once its reply is sent or drafted.
- 4AnthropicGenerate model responseAsks the AI to write a reply from your business description, or a short acknowledgement when the answer is not in it.
If
replyBodyis not emptyIf
review.approvedis true- 5GmailSendSends the reply to the customer under the original subject line, only after you approve it.
Otherwise
- 6GmailCreate draftSaves the reply as a draft addressed to the customer when you reject it or nobody decides in time.
- 5
- 7GmailRemove label from messageTakes the 'Reply awaiting approval' label off once the enquiry is dealt with, or if it could not be handled, so it is tried again.
If a step fails
If
claimedis true- 8GmailRemove label from message
- 8
- 2
How it works
What happens on each run, in plain English.
Every hour, the unread support mail matching a Gmail search you choose is read, and a reply to each message is written by AI from a description of your business and tone that you provide once. Anything it cannot answer from that description becomes a short acknowledgement saying a colleague will follow up, rather than an invented answer.
Before anything reaches a customer you are asked to approve the reply, shown in full with who it would go to. Approve it and it goes immediately; reject it, or leave it, and it is saved as a Gmail draft instead, so nothing is lost and nothing is sent that a person did not approve. A message waiting on you is labelled 'Reply awaiting approval' and a handled one 'Reply handled', so no enquiry is taken twice, the batch is kept small because each enquiry waits for you, and one enquiry that fails is logged and skipped while the rest are still handled.
You need a Gmail search that finds your support mail and a short description of what your company does, the tone to write in and anything a reply must never promise.
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