How It Works
The automation runs on a schedule every hour and processes all unread emails in the support inbox since the last run.
If an Answer Is Found
Claude drafts a reply using only the content found in the Knowledge Base. The reply is sent from the support inbox. The email is logged as Resolved Automatically and marked as read.
If No Answer Is Found
The automation sends a WhatsApp message to the designated human agent with the sender name, email, subject, and body. The email is logged as Escalated to Human and marked as read.
Email Reply Rules
These rules apply to every auto-reply sent by the automation without exception.
- —Replies must use Knowledge Base content only. Do not add any information not explicitly found in the Knowledge Base.
- —Do not include internal staff names, team names, or department names of any kind.
- —Do not mention AI, automation, bots, Zapier, Claude, or any internal system by name.
- —Do not include pricing, promotions, offers, or membership details unless explicitly stated in the Knowledge Base answer.
- —Do not reference other members, member data, or any information about how the gym operates internally.
- —Keep replies concise. Answer the question directly. Do not pad with unnecessary filler.
- —Always sign off as The Support Team — never with an individual name or job title.
- —Emails from sleeper members should not be auto-replied to. Route to the human agent.
WhatsApp Alert Format
When an email is escalated, the human agent receives a WhatsApp message with the following details.
Message Content
NEW EMAIL — NEEDS HUMAN RESPONSE
From: [Sender Name] <[Sender Email]>
Subject: [Subject Line]
Received: [Date & Time]
Message: [Email Body — truncated to 500 characters if long]
Please reply directly to the customer’s email.
What Gets Logged
Every email processed is recorded in the Inbound Triage sheet of the shared Google Sheets log.
| Column | Value | Notes |
|---|---|---|
| Date & Time | Auto-timestamp | Set when the row is created |
| Sender Name | From email header | |
| Sender Email | From email header | |
| Subject | Email subject line | |
| Email Body | Full plain text body | |
| Response Sent | First 300 characters of the reply | N/A if escalated |
| Status | See values below |
Resolved Automatically
Knowledge Base answer found. Reply sent. No human action needed.
Escalated to Human
No KB answer found. WhatsApp sent to human agent.
Escalated — Sleeper Member
Sender identified as a sleeper member. Routed to human with no reply sent.