AI Studio · Gmail
Customer email triage automation in Gmail
For many small businesses, the front desk is a shared Gmail inbox: info@, hello@ or support@. Orders, complaints, invoices, job applications and spam all land in the same place, and whoever checks it first decides what happens. Finaley AI Studio acts as the receptionist for that inbox, answering routine questions, routing everything else to the right person and making sure no customer waits days for a reply.
When one inbox serves everyone
A shared inbox works until it gets busy. Emails are read by several people and answered by none, or answered twice with different information. Urgent complaints sit between newsletters and supplier invoices, and simple questions about prices, delivery or opening hours take up time that should go to real problems. Without labels or ownership, nobody can tell how long customers are waiting or which emails slipped through.
How the automation runs
- 1
Read every new email
AI agentThe agent reads each incoming message in the shared inbox and works out what it is: a question, an order, a complaint, an invoice or something else.
- 2
Answer routine questions
AI agentQuestions about prices, delivery, timings or documents are answered from information your team has approved, in your tone.
- 3
Label and route the rest
AI agentOther emails are labelled and assigned to the right person or team, such as accounts for invoices or the owner for complaints.
- 4
Draft replies for people
AI agentFor emails that need a person, it prepares a draft reply in the thread so your team only has to check and send.
- 5
Watch response times
AI agentEmails still unanswered after your target time are flagged to a manager, so nothing waits for days unnoticed.
- 6
Daily review
Professional checkA team lead reviews the day's automatic replies and routing decisions and corrects anything that should be handled differently next time.
Works in your Google Workspace
Finaley works in Gmail through Google Workspace, using labels, filters and delegated access you control. Replies are sent from the shared address your customers already know, and drafts appear in the same threads your team uses. If you use Google Groups or a collaborative inbox, the automation fits that setup too.
People own anything sensitive
Only questions with approved answers are replied to automatically. Complaints, refunds, legal letters and anything emotional or unclear go to a person with a draft and a summary, never an automatic reply. You can tighten or relax these rules whenever you like.
What you get
- Routine questions answered within minutes
- Every email routed to an owner
- Draft replies waiting for your team
- No customer email left unanswered for days
Questions
Will it reply to emails we don't want answered automatically?
Only categories you approve get automatic replies. Everything else is labelled, routed and drafted for a person. Most teams start with a small set of routine questions and expand the list once they are comfortable.
Can it handle attachments like invoices and purchase orders?
Yes. It reads common attachments, recognises invoices, purchase orders and forms, and routes them to the right team. It can also pass them on to other automations, such as invoice entry in your accounting system.
What about spam and sales pitches?
Obvious spam and unsolicited pitches are labelled and archived according to your rules, so your team sees only real customer email. Anything it is unsure about stays in the inbox for a person to decide.
Does it work with Outlook too?
Yes, the same triage works in Outlook and Microsoft 365 shared mailboxes. This page focuses on Gmail because many small businesses in India run on Google Workspace.
How do we start?
Give us read access to a sample of past emails, or walk us through a typical day in the inbox. We build the categories and replies with your team and test them on past email before going live.
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Show us how your team does it.
Send a screen recording or book a call. We build it, test it on your past work, and only switch it on when the results match your team's.