Wire Up a Complete Triage Workflow

Why Fallback Routes Matter:

AI classification is never 100% accurate. Some emails will be ambiguous or fall outside your defined categories. Without a fallback, these emails disappear into limbo. The "Other" category ensures every email gets handled, even if it needs human review.

Why Wait Nodes Matter:

APIs have rate limits. When your workflow processes multiple emails quickly (like a burst of 10 emails), you can hit these limits and get errors. A 1-second pause between API calls is cheap insurance against rate limit failures.

System Prompts Are Everything:

The quality of your agents depends entirely on their system prompts. The example prompts in this solution are just a starting point. For production use, you'll need to iterate on:

• Tone and personality for your brand
• Specific instructions for your business context
• Edge case handling
• What information to include or exclude
• How agents should sign off emails

Test with real emails and refine until the responses match what you'd write yourself. This iteration is where the real work happens.

The Complete Flow:

Email arrives → Gmail Trigger → Text Classifier → Wait (1s) → Gmail Label → Specialized Agent → Tool action

Tools in the Solution:

The solution uses Slack for urgent escalations, but you could use Telegram, Discord, or any messaging API. The Email Draft tool creates drafts in the original thread rather than sending directly - this lets you review responses before they go out, which is safer for production.

Next Steps:

Your triage system is complete! To enhance it further:

• Add more categories as needs grow
• Create additional specialized agents
• Build more tools (CRM lookup, ticket creation)
• Add human approval for high-stakes actions
• Keep iterating on your system prompts

Congratulations on building an AI-powered email triage system!