Support inbox triage

Step 1Trigger

Runs every 30 minutesRuns every 30 minutes.

Step 2Agent

Read unlabeled email received in the connected support inbox in the last 2 hours, skipping threads that already carry a label starting with "Triage/". Classify each message as exactly one of: how-to (answerable from documentation), bug (something broken, with or without steps), billing (payments, invoices, refunds, plans), feature-request, or escalate (angry or threatening tone, legal, security, data loss, or unclear). For how-to: draft a reply using the files in the Support folder of the drive if present, in a warm and brief voice that acknowledges the problem in the first sentence and never promises a timeline; apply the label "Triage/Draft ready". For bug: create an issue in the connected tracker with a clear title, the customer's own description, any environment details, and a link to the email thread; apply the label "Triage/Filed". For billing, feature-request and escalate: apply the matching "Triage/..." label. Do not send any email and do not archive anything. Report counts per category and a one-line summary of each escalation with a link.

Uses

Step 3Send a Message

Open a thread titled "Support triage" with the current time. Start with the escalations, one line each with a link, then counts per category, then how many drafts are waiting to be sent. If there was no new email, say so in one line.