# Requirements: Support Inbox Auto-Triage

> **Version 1.0.0 · Last updated 2026-10-22 · Estimated setup time: 60–120 minutes**

Use this checklist before you hand CLONE-INSTRUCTIONS.md to your clone. Your clone also checks most of this during discovery.

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## 1. Required skills / operators

Use the exact names below. **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.

| # | Skill / operator (exact name) | What it's used for | Notes |
|---|---|---|---|
| 1 | **GoogleGmailOperator** (Google) or the **Outlook email operator** (Microsoft 365) | Read the shared support inbox, apply labels or categories, save drafts, send (auto-send and daily summary) | Must be connected as the **clone's mailbox or a shared mailbox**, not a personal one |
| 2 | **search_knowledge** | Find answers for Question emails | Needs a knowledge base with FAQs, how-tos and known issues |
| 3 | **Scheduled task** (via the `platform` tool) | Run the skill every `{CHECK_INTERVAL}` during `{BUSINESS_HOURS}`, and once daily for the summary | Platform feature; the clone may be able to create it |
| 4 | **Slack or Microsoft Teams** delivery | Post escalations to `{TEAM_CHANNEL}` | Post only; the clone cannot read the channel |
| 5 | **One CRM option (recommended)**: Salesforce (SalesforceCaseOperator, SalesforceContactOperator, SalesforceAccountOperator) or HubSpot (HubspotEngagementOperator, HubspotContactOperator, HubspotCompanyOperator) | Log bugs and feature requests | Without a CRM, bugs and requests are escalated instead |

## 2. Required connections and minimum permissions

| Connection | Minimum permission | Why |
|---|---|---|
| Gmail or Outlook (shared support mailbox) | **Read**, **label or categorize**, **create drafts**, **send** | Triage, drafts, and the daily summary. Send is only used for auto-send and the summary |
| Knowledge base | **View** | Answers |
| Salesforce (if used) | **Read and create** Cases; **read and create** Contacts; **read** Accounts | Log items, find or create contacts, link by domain |
| HubSpot (if used) | **Read** contacts and companies; **create** notes and tasks | Log items as notes and follow-up tasks |
| Linear (optional) | **Create** issues | Confirmed bugs only |
| Slack or Teams | **Post** to `{TEAM_CHANNEL}` | Escalations |

All connections are made by **you** through sign-in (OAuth). Your clone never needs your password.

## 3. Optional add-ons

| Add-on | Adds | Operators |
|---|---|---|
| **Linear** | An issue for each confirmed bug, referenced in the case or note | Linear_Operator |
| **CRM** (if skipped at first) | Case or note logging instead of escalating bugs and requests | Salesforce or HubSpot operators listed above |

### Salesforce to HubSpot mapping

| Generic concept | Salesforce | HubSpot |
|---|---|---|
| **Support item** | Case (SalesforceCaseOperator) | No ticket operator: a note plus a follow-up task via HubspotEngagementOperator |
| **Contact** (find or create) | Contact (SalesforceContactOperator) | Contact (HubspotContactOperator) |
| **Account / company** (match by email domain) | Account (SalesforceAccountOperator) | Company (HubspotCompanyOperator) |
| **Reason** (bug or feature request) | Case Reason | Note text and task title |
| **Priority** | Case Priority | Task priority |
| **Case number** (used in the reply) | Case Number | The task title (no case number) |
| **Owner** (`{CASE_OWNER}`) | Case Owner | Task owner |
| **Original email** | Case Description | Note body |

### Gmail labels to Outlook categories mapping

| Concept | Gmail (GoogleGmailOperator) | Outlook (Outlook email operator) |
|---|---|---|
| Triage marker | Label | Category |
| Name format | `Triaged – {category}` | `Triaged – {category}` |
| Create it | Settings → See all settings → Labels → Create new label | Right-click a message → Categorize → All categories → New |
| Find unprocessed | Messages in the inbox without a Triaged label | Messages without a Triaged category |
| Drafts | Drafts folder | Drafts folder |
| Shared mailbox | A shared Google group inbox or a dedicated mailbox the clone signs in to | A shared mailbox the clone has access to, or a dedicated mailbox |

Labels or categories to create: `Triaged – Question`, `Triaged – Bug-Issue`, `Triaged – Feature request`, `Triaged – Account-Billing`, `Triaged – Not support`, `Triaged – Escalated`, `Triaged – Skipped`.

### Google to Microsoft 365 mapping

| Concept | Google Workspace | Microsoft 365 |
|---|---|---|
| Email | Gmail (GoogleGmailOperator) | Outlook email operator |
| Team chat (delivery only) | Slack | Microsoft Teams |

## 4. Data prerequisites

- [ ] **Knowledge base built first:** FAQs, how-tos and known issues, accurate and current, shared with the clone.
- [ ] **The inbox connection belongs to the clone or a shared mailbox** (not a personal mailbox).
- [ ] **Labels or categories exist** in that inbox (or the clone can create them).
- [ ] **Business hours and check interval decided** (`{BUSINESS_HOURS}`, `{CHECK_INTERVAL}`).
- [ ] **VIP list ready** (`{VIP_LIST}`), including key customer domains.
- [ ] **Salesforce:** Case Reason values available and a Case owner or queue chosen; accounts have website or email domains. **HubSpot:** companies have domains.
- [ ] **A test email address** you control (not a real customer).
- [ ] **A team channel** (`{TEAM_CHANNEL}`) where the clone is allowed to post.
- [ ] **Draft review owner:** someone who will check drafts for the first 1–2 weeks.

## 5. Roles and permissions

| Who | Needs to |
|---|---|
| **Support lead** (clone admin) | Attach operators, approve the plan, save the skill, own the threshold and send mode, review drafts |
| **Support agents** | Review and send drafts, handle escalations in `{TEAM_CHANNEL}`, improve knowledge base articles |
| **Customer Success** | Maintain `{VIP_LIST}`, follow up on cases for their accounts |
| **Ops / IT admin** | Provide the shared mailbox connection, create labels or categories if needed, grant CRM and Linear permissions, allow the clone in the team channel |

## 6. Estimated setup time

| Step | Time |
|---|---|
| Pre-flight check and knowledge base review (this doc) | 10–30 min |
| Clone discovery, placeholders and plan | 10–15 min |
| Your sign-ins, labels and sharing | 20–40 min |
| Save skill and scheduled tasks | 5–10 min |
| Test run | 20 min |
| **Total** | **60–120 min** (plus 1–2 weeks of draft mode before auto-send) |

## 7. Pre-flight checklist

- [ ] I'm the clone admin (or have one available)
- [ ] I know which shared mailbox is `{SUPPORT_INBOX}` and can connect it as the clone's or a shared mailbox
- [ ] Email operator (Gmail or Outlook) attached (or can be), with read, label, draft and send
- [ ] search_knowledge available and my knowledge base is built and shared
- [ ] I can create scheduled tasks (or the clone can)
- [ ] Slack or Teams delivery available and the clone can post to `{TEAM_CHANNEL}`
- [ ] Salesforce or HubSpot operators available and I can sign in with the permissions above (or I will skip the CRM at first)
- [ ] (Optional) Linear_Operator available
- [ ] I've decided `{CONFIDENCE_THRESHOLD}` (default 70) and will start in draft mode (`{SEND_MODE}` = draft)
- [ ] I've decided `{MAX_PER_RUN}` and `{MAX_REPLIES_PER_SENDER_PER_DAY}`
- [ ] I have a `{VIP_LIST}` and `{SUMMARY_RECIPIENTS}`
- [ ] I can create the labels or categories (or the clone can)
- [ ] I have a test email address (not a real customer)

## 8. You're ready when…

- ✅ Every **required** item in section 1 is attached and its connection is signed in.
- ✅ The connected mailbox is the clone's or a shared mailbox, and the "Triaged" labels or categories exist.
- ✅ Your knowledge base is accurate and shared with the clone.
- ✅ You have answers for all placeholders and `{SEND_MODE}` is draft.
- ✅ Someone is assigned to review drafts and escalations.
- ✅ You've set aside about 20 minutes for the test run.

Then download **CLONE-INSTRUCTIONS.md** and give it to your clone.