Support email triage — classify, route, log, and draft replies with AI

Triage support emails with AI and route them to Slack

When a support email arrives, this workflow reads it, classifies it, and takes action. AI determines whether it's a bug report, billing question, sales inquiry, or urgent complaint. It assigns an urgency level and detects the customer's sentiment. Then it routes a formatted alert to the right Slack channel, logs everything to a Google Sheet, and creates a Gmail draft reply for your team to review.

The whole pipeline runs in seconds. Your team sees the right emails in the right channels, with a suggested response already written.

Five categories, four urgency levels, sentiment detection

Every email gets classified into one of five categories: bug report, billing, sales, urgent complaint, or other. Each one routes to a different Slack channel so engineering sees bugs, finance sees billing questions, and sales sees new inquiries. Urgent complaints go to an alerts channel.

Urgency runs from low (general feedback) through medium and high (angry customers, billing errors) up to critical (service outages, data loss, legal threats). Sentiment is tracked separately as positive, neutral, negative, or angry. All of this shows up in the Slack alert and the spreadsheet log.

Every email logged to a spreadsheet with a draft reply ready to send

Each triaged email gets a row in Google Sheets with the timestamp, sender, subject, category, urgency, sentiment, which Slack channel it was routed to, and the full suggested reply. This gives you a searchable history of every support interaction.

At the same time, the workflow creates a Gmail draft addressed to the sender. The reply is professional and empathetic, written by AI but waiting for a human to review before it goes out. Nothing gets sent without someone clicking send.

Works with Gmail triggers or manual testing

Connect a Gmail trigger and the workflow processes new emails as they arrive. You can also use the manual endpoint to paste in an email and test the classification. Slack channel mappings are customisable per category, and you can point the logging to any Google Sheet you choose.

You'll need Gmail, Slack, and Google Sheets connected. The AI classification runs on a built-in model and needs no separate setup.