Case study
AI Email Triage Workflow
Built with sample data to demonstrate the workflow.
Watches the support inbox, uses Claude to classify each email as urgent, billing or general and draft a reply for review, logs everything in Google Sheets, and alerts Slack when an email is urgent or unclear.
- 3
- Categories: urgent, billing, general
- Drafted
- Reply ready for every email
- < 60%
- Confidence sends it to a human
The Problem
A small support team shared one inbox. Every email had to be opened, read and judged by hand, so a real emergency like a locked-out customer could sit behind routine questions. Replies were written from scratch each time, and there was no record of what came in or how it was handled.
What I Built
Watches the support inbox, uses Claude to classify each email as urgent, billing or general and draft a reply for review, logs everything in Google Sheets, and alerts Slack when an email is urgent or unclear.
- Watches Gmail for new emails labelled support-inbox.
- Claude classifies each email as urgent, billing or general, with a confidence score and one-line summary.
- Claude drafts a reply that is saved to Gmail Drafts for a human to review. Nothing is sent automatically.
- Logs every email, its category, confidence and draft in a Google Sheet.
- Posts urgent or low-confidence emails to a Slack channel and labels them support-urgent.
Interactive demo
See it work, step by step
Step 1 of 8
A support email arrives
Make watches the inbox for new emails with the support-inbox label and picks each one up as it arrives.
- From
- dana@lumen.studio
- Subject
- Can't log in — whole team locked out
Hi, since this morning none of our 8 users can sign in. We get 'session expired' every time. We have a client demo at 2pm, please help!
Walkthrough uses sample data. Names, emails and figures are illustrative.
Screenshots
Real screenshots from a test run. Private details are hidden. Click or tap a screenshot to view it full size.
The Result
Saves an estimated 2–3 minutes per email on reading, sorting and drafting a first reply, which can add up to several hours a week for a busy support inbox. Urgent issues reach the team in Slack within minutes instead of waiting their turn in the queue.