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  • Claude Agent SDK
  • Gmail
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  • Exploration

Support Inbox Agent /Exploration

Answers safe questions, escalates the rest

A Claude agent that triages a support inbox: safe how-to questions get an auto-reply citing help articles, while billing, refunds, complaints and anything suspicious go to a human with a drafted reply and a Slack alert.

Client type
Demo build · Fieldwise (fictional)
Category
AI Agents

At a glance

Problem
Support teams spend hours answering the same how-to questions, but letting AI reply to everything is risky: one wrong promise or refund answer costs trust.
What I built
Claude classifies each email and drafts a reply from the help centre.
Tools
Claude Agent SDK, Gmail, Slack, Airtable
Result
98% correct actions (112/114)
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The problem

Support teams spend hours answering the same how-to questions, but letting AI reply to everything is risky: one wrong promise or refund answer costs trust.

How it works

  1. 01New email arrives in the support inbox
  2. 02Auto-responders and bounces are closed without spending tokens
  3. 03Claude classifies the email and drafts a reply from the help centre
  4. 04Code decides: safe how-to questions are auto-replied, citing articles
  5. 05Billing, refunds, complaints and owned threads become Gmail drafts
  6. 06Escalations alert a human in Slack

What I built

Claude classifies each email and drafts a reply from the help centre. Code decides what may be sent: anything billing-related, any draft the guardrail had to correct, and any thread a human already owns goes to a person as a Gmail draft with a Slack alert. Auto-responders and bounces are closed without spending tokens.

Stack

  • Claude Agent SDK
  • Gmail
  • Slack
  • Airtable

Results

  • 98%
    Correct actions (112/114)
  • 0
    Unsafe sends after the fix
  • 80%
    Fewer tokens per email (95k → 18.5k)

From testing

  • Testing caught one unsafe auto-send (a reply promising 'fixed by Friday'); the fix moved the rule from the prompt into code
  • Live Gmail tests: replies land in the right thread, escalations create drafts + Slack alerts

Honest limits

Fictional company and demo data · Personal Gmail over IMAP

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