Gmail agent that knows who has to act next

Six labels say who has to act next; the 08:00 summary lists everything that has waited longer than 48 hours

Outcomes

• Six labels say who has to act next on every open conversation, in Gmail, on desktop and on the phone.
• Anything the company has owed for more than 48 hours is flagged red before the customer notices.
• An 08:00 summary lists what is waiting on us by age, with the open promise and a link to each thread.
• No CRM, nothing moved out of Gmail, and the mail leaves the company's own Google account only for the question to the model.

Challenge

One shared inbox held every open matter: the enquiry nobody answered, the quotation promised on Tuesday, the documents a customer still owed. Who had to act next was known only to whoever read the thread last, and what waited quietly was noticed by the customer first.

Solution

• We built a script that lives inside Gmail, runs every 10 minutes and reads the conversations that changed in the last 14 days.
• We ask Claude one question per thread: who has to act next, and what did we promise? The answer comes back as data with a confidence score.
• We set one of six labels from it: New Enquiry, Company Next Step, Customer Next Step, Priority Alert after 48 hours, Official & Financial for tax office, bank and insurer, Needs Review when the confidence is below 0.6.
• We keep any label a person changes by hand until a new message arrives; removing all labels marks a matter done.
• We send the summary at 08:00 and log every reasoning line to a hidden sheet. Built as a demo for a client, running on Layer02's own inbox since.