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Quick Overview

Connect your agent to Gmail or Outlook and let it:
  • Filter incoming mail by sender, keywords, or labels
  • Categorize messages (Marketing, Support, Colleagues, Spam, etc.)
  • Label & tidy the inbox automatically
  • Draft or send replies with your voice and brand tone
  • Tap a Knowledge Base for accurate answers when needed
You can build off of both the email triage template and email responder template.

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Setting Up Your Email Assistant

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Step 1: Connect Your Mailbox

Connect Gmail or Outlook
  1. Select Gmail / Outlook – Email Received as the trigger.
  2. Complete authentication to grant read/send access.

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Step 2: Set Inbox Filters

Trigger filters for email
Use Trigger Filters to keep processing costs tight. Examples:
  • Subject contains “Invoice”
  • From equals news@ (route newsletters)
  • Attachment present (flag items needing review)

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Step 3: Categorize with Conditions

Condition for email categories
Add a Condition step to branch emails into different paths based on their content. Click Add Condition to create branches for each email type. Here are some examples:
Condition TypeExample Setup
TeamPrompt: “Is from a coworker (from address contains @lindy.ai)“
SupportPrompt: “Is this a support request?”
MarketingPrompt: “Is this marketing related?”
SpamPrompt: “Is likely spam and does not need response”
UnknownPrompt: “None of the above applies”
You can add as many conditions as needed – each one creates a separate branch in your workflow. Feel free to customize these categories to match your business needs and email patterns.

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Step 4: Label & Organize

Apply labels
For each category, drop in a Add Label to Email action:
CategoryLabel
marketingMarketing 📣
supportSupport 🛠
coworkerTeam 💬
spamSpam ❌

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Step 5: Draft or Send Replies

Reply action
For each path you want a response, connect them to a Send Reply action. Use a prompt like this in the Body field and adjust the adjectives to match your style: 
Reply to this email. 

My style is : [ADJ1], [ADJ2], [ADJ3] 

Always sign off like this: [insert signature]

Be concise and actionable.
You can also use the signature field and add in your custom html signature. Toggle Save as Draft if you want to review before sending.
Reply action

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Step 6: Add a Knowledge Base (Optional)

Knowledge Base search
  1. Attach docs (FAQ, help center, pricing guides).
  2. Insert Search Knowledge Base before the reply action.
  3. Gate replies with a Found answer? condition to avoid guesswork.

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Advanced Customizations

TrickWhat it does
Thread Sentiment CheckScore each email’s tone (angry, happy, neutral) → escalate negative threads to Slack.
VIP EscalationIf from domain matches big-logo clients, bypass auto-reply and ping you instantly.
Spam DigestCollect low-priority marketing mails → send one daily summary at 7 AM.
Attachment OCRAuto-extract invoice data from PDFs and push to your accounting system.

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Best Practices

Keep Save as Draft on for the first week to spot issues.
Out-of-date answers are worse than no answer; schedule monthly reviews.
Leave sensitive/legal threads for human review.

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Next Steps

Now that your Email Assistant is set up, explore these complementary workflows:

Gmail Integration

Advanced email automation and workflows

Conditions

Add smart routing logic to email workflows

Templates

Jump-start with pre-built email workflows

Human in the Loop

Add approval steps for important emails