Guides › Customer Support
Start each day with a summary of overnight messages
A five-minute morning routine that summarises new customer emails, ranks what's urgent and suggests who should handle each one.
When to use it
Every working morning
Step by step
Group your support emails
Make sure customer emails get a label such as Support, using a Gmail filter on your support address or common words.
Set a daily calendar slot
Add a recurring 15-minute Google Calendar event each working morning called 'Overnight support check'.
Use built-in AI if you have it
If your plan includes Gemini in Gmail, open the Support label, open the Gemini side panel and ask it to summarise unread emails in this label. Otherwise copy the emails into your AI assistant.
Ask for a ranked list
Use this prompt with whichever AI you're using.
Prompt to copyHere are customer emails received since [time yesterday]: [paste, or refer to the unread emails in my Support label]. Give me a table with: sender first name, one-line summary, category, urgency (High/Medium/Low) and suggested owner from this team: [names and what they handle]. Put High urgency first. Mark High if the customer is waiting on a delivery today, has been charged wrongly, or is threatening to leave. Then list any that could be answered with a standard reply.Hand out the work
Share the table in your team chat or just work down it yourself, starting at the top.
What you get
High: Ellie - charged twice for order - Billing - Owner: Sam. High: Dev - wedding cake order for Saturday, no confirmation - Orders - Owner: Mia. Medium: Kofi - asks about gluten-free options - Product - Owner: Mia. Standard reply possible: 3 delivery-time questions.
Tips
- Copilot in Outlook can do the same summary if your plan includes it.
- Check your workplace AI policy before pasting customer emails into an AI assistant.