Support Gmail
Support Gmail is an internal customer-support tool. A small support team uses it to answer the emails that customers send to their own brands' Gmail support mailboxes.
What it does
When the owner of a brand's support mailbox connects it to Support Gmail, the tool:
- Reads incoming support emails in the connected mailbox and groups them into conversations (Gmail threads), with the earlier messages of each conversation.
- Gathers the customer's context from the business's own tools, such as the customer's orders, subscriptions, payments and refunds, so that the team sees the full picture in one place.
- Sorts each email by request type (for example an order question, a refund request or an unsubscribe request) using rules configured by the team and AI classification.
- Prepares a draft reply with AI, written as a Gmail draft in the right conversation. A team member reviews the draft, edits it if needed, and approves it.
- Keeps Gmail in sync with the team's work: it applies Gmail labels that match each conversation's status and archives conversations once they are handled, so the Gmail mailbox mirrors the support dashboard.
- Sends a reply only when a team member approves it. The single exception is a reply type that the mailbox owner explicitly turns on for automatic sending: such a reply waits for a delay (several minutes) during which any team member can edit or cancel it. Automatic sending is off by default.
- Alerts the team in the team's internal chat when a conversation needs attention.
Who can use it
Only team members invited by the mailbox owner can use Support Gmail. They sign in with their Google account ("Sign in with Google"), and each one only sees the mailboxes and actions their role allows. Customers who write to the support mailbox do not use the tool and do not need an account.
Why it asks for Gmail access
When the mailbox owner connects a support mailbox, Support Gmail requests the Gmail permission https://www.googleapis.com/auth/gmail.modify. It needs this permission to:
- read the messages and conversations of the support mailbox;
- create and update draft replies in the right conversation;
- send a reply once it has been approved;
- apply and remove labels, and archive conversations that have been handled.
Support Gmail does not delete the emails of the mailbox: it only replaces or removes the draft replies it created itself. The data is used only to provide these support features: there are no ads, the data is never sold, and it is never used to train general-purpose AI models. The details are in the Privacy Policy.
Contact
Questions about Support Gmail or about your data: contact@eleanortalk.com.