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Use cases → Email operations

Draft replies automatically in a shared inbox

A delegated service account reads an incoming enquiry, drafts a researched reply in the mailbox, and leaves it for a human to approve and send.

Who it is forSales, support and professional-services teams with a shared enquiry inbox.
APIsGmail API
Typical scopesgmail.readonly, gmail.compose

The problem

Enquiries arrive faster than anyone can answer them well. The good replies take research — pulling history, checking a record, remembering what was quoted last time — so they get postponed, and the cost of that delay is measured in lost deals rather than in unread mail.

How it works

  1. A delegated service account watches the mailbox with a narrow read scope.
  2. New messages are classified: genuine enquiry, existing thread, noise.
  3. For genuine ones, the system gathers context — prior threads with the sender, related records — and composes a reply.
  4. The reply is written as a draft in the same thread, using gmail.compose, so a person opens their inbox to a considered answer waiting.
  5. Nothing sends automatically. The human is the send button.

What changes

Response quality stops depending on who happens to be at their desk, and first-reply time drops from days to minutes of human effort.

The trap in this one. Draft creation is not idempotent. Without a record of which messages have already been drafted for, a scheduled job will pile up duplicates in live client threads — and stale drafts inside a customer conversation are worse than no drafts at all.

Questions people ask

Does this send email on its own?

No, and that is the point. It uses gmail.compose to leave a draft. A person reviews and sends, so the automation never speaks to a customer unsupervised.

Can it work across several mailboxes?

Yes. Domain-wide delegation means one service account can act in any mailbox in the domain — the code simply changes which user it impersonates.

Want this built?

This is a pattern we run in production. We will set up the delegation and build this on top of it — $500 per hour, most of it working the same day.

Talk to us Or read the setup guide

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