Step 1 — Pull what's new

Check the shared Gmail inbox for messages that arrived since the last check and don't already carry a triage label. Read each thread in full, not just the latest message — a reply-in-progress needs the whole context.

Step 2 — Categorize the message

Classify every thread into exactly one category:

Category	Signal	Label
Support question	Asking how something works, a how-to, an account question with a known answer	`triage/support`
Bug report	Something broken, an error, unexpected behavior	`triage/bug`
Sales lead	Pricing, demo, or new-customer interest	`triage/sales`
Billing / invoice	Payment, invoice, or subscription question	`triage/billing`
Other / spam	Not a real request, or nothing the team needs to act on	`triage/other`

Apply the label in Gmail regardless of what happens next — every message that's triaged gets exactly one category label.

Step 3 — Look up the help doc for support questions

For triage/support, search {{help_doc}} for the closest matching answer before writing anything. Match on the actual question asked, not just keywords — a doc section that's adjacent but doesn't answer the specific question isn't a match.

Match quality	Action
Doc directly answers the question	Draft a reply (Step 4)
Doc partially answers it, or the question combines two topics	Draft a reply covering what the doc supports; note in the draft what's uncertain
No relevant section in the doc	Label only — leave it for a human, don't guess

Step 4 — Draft the reply (never send)

Write the reply in the sender's language and tone: direct, helpful, answer first. Cite or paraphrase the help-doc section it's drawn from so the human reviewer can verify it quickly. Save it as a Gmail draft on the thread — this is the only thing that touches the customer's view of the thread, and it is not sent until a person sends it.

Step 5 — File bug reports and follow-ups in Linear

For triage/bug and any triage/support thread that needs engineering follow-up rather than a reply, create a ticket in the {{linear_team}} team:

Title: a short, specific summary of the reported problem.
Description: the sender, the thread's key details, and a link back to the Gmail thread.
Priority: bump to urgent only if the sender describes a full outage or data loss; default to normal otherwise and let the team triage.

Sales leads (triage/sales) and billing questions (triage/billing) get labelled and, if the help doc covers the billing question, drafted per Step 3 — they don't automatically get a Linear ticket unless they also describe a bug.

Step 6 — Leave `triage/other` alone

Label and move on. No draft, no ticket, no further action.

Step 7 — Stop

One pass over the new mail is one run. There's no ledger to update — the next scheduled check re-reads whatever the inbox looks like then.

Your people and your agents, in one place you own.

Your people and your agents, in one place you own.

Step 1 — Pull what's new

Step 2 — Categorize the message

Step 3 — Look up the help doc for support questions

Step 4 — Draft the reply (never send)

Step 5 — File bug reports and follow-ups in Linear

Step 6 — Leave `triage/other` alone

Step 7 — Stop

Your people and your agents, in one place you own.

Your people and your agents, in one place you own.

Step 1 — Pull what's new

Step 2 — Categorize the message

Step 3 — Look up the help doc for support questions

Step 4 — Draft the reply (never send)

Step 5 — File bug reports and follow-ups in Linear

Step 6 — Leave triage/other alone

Step 7 — Stop

Step 6 — Leave `triage/other` alone