Your clone sorts the support inbox so your team doesn't have to

A shared support inbox is a mixed pile: simple "how do I...?" questions, real bugs, feature requests, billing problems and the occasional angry or legal email. Someone has to read each one, decide what it is, look up the answer or log it in the CRM, and reply. The urgent and sensitive emails wait in the same pile as the easy ones.

Support Inbox Auto-Triage runs as a scheduled task (every {CHECK_INTERVAL}, for example 15 or 30 minutes, during {BUSINESS_HOURS}). Each run, your clone:

• finds new, unprocessed emails in {SUPPORT_INBOX},
• skips spam, newsletters, auto-replies, internal-only mail and anything already labeled,
• classifies each email: Question, Bug/Issue, Feature request, Account/Billing, or Not support,
• answers questions from your knowledge base when it is confident enough (draft by default),
• logs bugs and feature requests as a Salesforce Case (or a HubSpot note and follow-up task), and optionally a Linear issue,
• escalates billing, legal, security, angry and VIP emails to {TEAM_CHANNEL},
• labels every handled email "Triaged – {category}" so nothing is processed twice,
• sends a daily summary to {SUMMARY_RECIPIENTS}.

• Support teams that share one inbox (for example support@yourcompany.com) and want faster first responses.
• Customer Success teams who want bugs and requests from their accounts logged consistently.
• Ops leads who want a daily view of volume, categories and escalations without reading every email.

You need a knowledge base with real answers (FAQs, how-tos, known issues). Without one, almost everything will be escalated, which is safe but not very useful.

        Scheduled task: every {CHECK_INTERVAL} during {BUSINESS_HOURS}
                               │
                               ▼
 ┌───────────────────────────────────────────────────────────────────┐
 │  "Support Inbox Triage" skill                                     │
 │                                                                   │
 │  1. Read {SUPPORT_INBOX}: new emails without a "Triaged" label    │
 │     (up to {MAX_PER_RUN} per run)                                 │
 │  2. Skip: spam · newsletters · auto-replies · no-reply ·          │
 │     internal-only · already labeled                               │
 │  3. Safety check: legal · security · billing dispute · angry ·    │
 │     VIP sender ({VIP_LIST})  ──────────────► ESCALATE             │
 │  4. Classify                                                      │
 │        ├─ Question ──► search_knowledge ──► confidence 0-100      │
 │        │                 ≥ {CONFIDENCE_THRESHOLD} ─► reply        │
 │        │                       (draft, or send if {SEND_MODE})    │
 │        │                 below ─────────────────► ESCALATE        │
 │        ├─ Bug/Issue ─┐                                            │
 │        ├─ Feature ───┴► Salesforce Case  (or HubSpot note + task) │
 │        │                + optional Linear issue (confirmed bugs)  │
 │        │                + acknowledgment reply with case number   │
 │        ├─ Account/Billing ─────────────────────► ESCALATE         │
 │        └─ Not support ─► label only                               │
 │  5. Escalation ──► post to {TEAM_CHANNEL} (Slack or Teams)        │
 │  6. Apply label / category "Triaged – {category}"                 │
 │  7. Once a day: summary email to {SUMMARY_RECIPIENTS}             │
 └───────────────────────────────────────────────────────────────────┘

#How each category is handled

#Always escalated, whatever the category

Anything legal, security-related, a billing dispute, clearly angry, or from a sender on {VIP_LIST} goes to {TEAM_CHANNEL} for a human. The clone does not reply to these.

Your clone matches these to the exact skill names in your workspace. Confirm them in your skill catalog before saving the skill.

Skill names can differ slightly between orgs. Confirm the exact names in your skill catalog before saving the skill.

• Start in draft mode for 1–2 weeks. Review what the clone would have sent before switching to auto-send.
• Build the knowledge base first. FAQs, how-tos and known issues. Thin knowledge means low confidence and many escalations.
• Keep thresholds conservative. A wrong confident answer costs more than an escalation.
• Labels must exist in the inbox. In Gmail, create the labels (setup creates them or tells you how). In Outlook, create the categories. If a label is missing, the clone must stop and report it, because without labels emails would be processed twice.
• Watch for reply loops. The clone never replies to auto-replies, no-reply addresses or mailing lists, and never more than {MAX_REPLIES_PER_SENDER_PER_DAY} times a day to one sender.
• The inbox connection must belong to the clone or a shared mailbox. If you connect your personal mailbox by mistake, the clone will read and label your personal email.
• Set business hours. Without them the task runs around the clock.
• Replies come from the connected mailbox. Check that the sending address and signature are right.
• Use exact operator names from your skill catalog. Names can differ slightly between orgs.
• Read the skill before saving it. You are responsible for what your clone does.