In the next 2 minutes, we're going to create an Agent that automatically monitors your support email for unanswered messages, matches them with appropriate response templates from your spreadsheet, creates personalized draft replies using your FAQ knowledge base, and keeps your FAQ updated with new questions.

Create a new Agent

Add apps to the Agent

For this use case, you'll need to connect Gmail and Google Sheets to your Agent.

Ask the Agent to handle your support emails

Now you can ask your Agent to automatically process unanswered support emails and create draft responses for your team to review.

Here's the prompt we've decided to use:

“Check our support email for unanswered emails in the last 24 hours.

For each unanswered email that you find, look up a suitable template to use as a reply from our Spreadsheet in the sheet "support-templates":

https://docs.google.com/spreadsheets/d/1RPKSANixGc18kDLAnxI3cOODm2cczhoPYYgyxooSwGY/edit?gid=2143294703#gid=2143294703

Then, based on the template, create a new draft in Gmail with a response tailored for that individual. Always be polite, friendly, and helpful.

If the individual is asking a question, you may look up and use information in our FAQ spreadsheet to formulate a response: https://docs.google.com/spreadsheets/d/1Da6HWHnLPb7WZwOZXyPdM7n0fpO2FpMKphSwllxhKWg/edit?gid=441653073#gid=441653073

If the question the individual asked is not answered in the FAQ spreadsheet, please add a new row to the spreadsheet with the question and mark it as "Needs to be answered" to indicate that we need to expand our FAQ.”

Of course, you can customize this to your liking.

• Change Gmail to Outlook if you use Outlook for support emails

• Replace Google Sheets with Excel or Airtable for your templates and FAQ

• Adjust the time period from 24 hours to any timeframe that suits your workflow

• Add Slack notifications to alert your team when new drafts are ready

• Use different email addresses for different support categories

• Schedule this to run automatically multiple times per day for faster response times