Inbound email triage with Google Gemini (classify, then label)

On each inbound email: Gemini classifies it, a Gmail label is applied, and (optionally) a reply draft is created for a human to send.

Starter: When I get an email (on the shared/monitored mailbox)

1. Classify with Google GeminiGeminiUse the Gemini 'Decide' or 'Extract' step to classify the email (e.g. category, urgency). Gemini is Google's feature inside Workspace Studio.
2. Branch on the classificationUse the 'Check if' logic step to branch on Gemini's classification.
3. Apply a Gmail labelGmailUse the Gmail 'Add or remove labels' step to label the email so it routes into the right view.
4. (Optional) Draft a reply for a human to sendGmailFor customer-facing replies, use the Gmail 'Draft an email' step so a person reviews and sends — do not auto-send to external recipients.

• Email subject/body — From the incoming email. (e.g. Can't reset my password)
• Gemini category — Produced by the Decide/Extract step. (e.g. Account access)

Paste this draft into Google Workspace Studio's Describe it with AI box, then review and adjust the flow it builds. This is Google's Gemini feature — CertPilot does not run any AI.

• An eligible Google Workspace edition with Workspace Studio and Gemini enabled by your admin.
• Access to Gmail and Gemini AI steps (subject to your admin's Studio step controls).
• A shared/monitored mailbox and a set of Gmail labels.

Security notes

• Classification reads email content — confirm this is acceptable under your data policy and admin DLP controls.
• Do not auto-send external replies; use a draft so a human reviews before sending. Gemini is Google's feature.

What it does not do

• Gemini classification is not perfect — keep a human in the loop, especially before any external reply.
• Applies labels and drafts; it does not resolve tickets or send external replies on its own.
• CertPilot does not run this AI; Google Gemini does, inside your Workspace Studio.

• Workspace Studio test runs take real actions — a test really labels the email and creates a draft.
• Test by emailing the mailbox yourself and confirm the label/draft before trusting the classification.

Primary source

Last verified 26 August 2026

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