Process Emails

Process Emails

Process customer emails for Hostel Brikette, generating intelligent draft responses using the knowledge base and MCP tools.

When to Use

Run this skill when you want to process customer inquiry emails for Brikette:

• Morning email triage (recommended: 09:00 Italy time)
• Afternoon follow-up (recommended: 17:00 Italy time)
• Ad-hoc when notified of urgent inquiry

Prerequisites

• MCP server running locally with Gmail tools enabled
• Gmail API credentials configured for Pete's account
• Network access to Gmail API

Workflow

1. Run Inbox Organize Cycle

First, run an inbox organize pass for unread emails. This does a garbage/sort cycle:

• trashes known garbage patterns
• labels likely customer inquiries as Brikette/Inbox/Needs-Processing

Organizing unread inbox...

Call the tool:

gmail_organize_inbox({ limit: 500 })

Then briefly report the result:

• scanned threads
• trashed count
• needs-processing count
• promotional count
• spam count
• deferred count
• deferred sender email list (for user instruction on future routing rules)

2. Check Email Queue

Use the gmail_list_pending MCP tool to fetch pending emails:

gmail_list_pending({ limit: 20 })

If no pending emails, inform the user:

No pending emails in your queue. You're all caught up!

3. Display Queue Summary

Present emails in a summary table:

## Pending Emails (N total)

| # | From | Subject | Received | Type |
|---|------|---------|----------|------|
| 1 | maria@example.com | Availability June 15-18? | 2h ago | Inquiry |
| 2 | john@example.com | RE: Booking confirmation | 4h ago | Reply |
...

Actions:
- "Process all" - work through queue in order
- "Process #1" - handle specific email
- "Skip #3" - mark as spam/not-customer
- "Defer #5" - move to deferred manual-review label
- "Done" - finish session

Classify emails by type:

Needs Draft Response:

• Inquiry - New customer question (availability, pricing, etc.)
• Reply - Response to previous thread requiring answer
• FAQ - Question answerable from knowledge base

No Draft Needed:

• Informational - Customer providing info, no reply needed (arrival time, "thanks", confirmation)
• Promotional - Marketing/newsletters from OTAs, suppliers, services
• Not-Customer - Irrelevant, wrong recipient, or automated bounce

Special Handling:

• Complex - Multi-part, complaint, or unusual request (defer for careful handling)
• Spam - Suspicious, phishing, or unwanted

4. Process Individual Emails

When user selects an email to process:

1. Fetch full details using gmail_get_email:

   gmail_get_email({ emailId: "...", includeThread: true })
   

2. Run Interpretation stage using draft_interpret:

   draft_interpret({
     body: email.body.plain,
     subject: email.subject,
     threadContext: email.thread_context
   })
   

   Output: EmailActionPlan (intents, scenario, agreement status, workflow triggers).

3. Review the Action Plan:

   • Confirm scenario.category
   • Check detected language
   • Inspect agreement detection status
   • Note workflow triggers (prepayment, T&C, booking monitor)
   • If classification is ambiguous or context looks odd, default to deferred (manual review)

4. Run Composition stage using draft_generate:

   draft_generate({
     actionPlan,
     subject: email.subject,
     recipientName: email.from.name,
     prepaymentStep: "first" | "second" | "third" | "success",
     prepaymentProvider: "octorate" | "hostelworld"
   })
   

   Output: draft (plain + HTML), template_used, answered_questions, knowledge_sources.

5. Run Quality Gate using draft_quality_check:

   draft_quality_check({ actionPlan, draft })
   

   If passed=false, present failed checks and ask how to proceed (edit or regenerate).

6. Present to user:

   ## Email #1: Availability Inquiry
   
   **From:** Maria Santos <maria@example.com>
   **Subject:** Availability June 15-18?
   **Received:** 2 hours ago
   
   ### Content:
   > [Customer's email content]
   
   ### Classification:
   - **Scenario:** [from EmailActionPlan]
   - **Language:** [from EmailActionPlan]
   - **Agreement:** confirmed / likely / unclear / none
   - **Workflow triggers:** prepayment / terms_and_conditions / booking_monitor
   
   ### Relevant Knowledge:
   - [Knowledge sources used]
   
   ### Draft Response:
   
   ---
   [Generated draft]
   ---
   
   Actions:
   - "Create draft" - save to Gmail drafts
   - "Edit" - modify the response
   - "Regenerate" - try a different approach
   - "Skip" - don't respond
   - "Flag" - mark for manual handling
   

5. Handle User Actions

Create draft (for Inquiry/Reply/FAQ):

gmail_create_draft({
  emailId: "original_email_id",
  subject: "RE: Original Subject",
  bodyPlain: "Plain text version",
  bodyHtml: "HTML version with branding"
})
gmail_mark_processed({ emailId: "...", action: "drafted" })

Edit request:

• User provides feedback: "Make it shorter", "More formal", etc.
• Regenerate draft incorporating feedback
• Show revised draft for approval

Acknowledge (for Informational emails - no draft needed):

gmail_mark_processed({ emailId: "...", action: "acknowledged" })

Use when customer provides info but no reply is needed:

• "We'll arrive at 3pm"
• "Thanks, see you tomorrow!"
• "Here's my passport info"
• Booking confirmations from customer

Promotional (for marketing/newsletters):

gmail_mark_processed({ emailId: "...", action: "promotional" })

Archives email and labels Brikette/Promotional for batch review later. Use for:

• OTA newsletters (Booking.com, Expedia marketing)
• Travel industry promotions
• Supplier marketing
• Service provider updates

When a promotional/spam false-positive appears in queue:

1. Mark it promotional or spam immediately.
2. Capture sender email/domain and subject pattern.
3. Add the new exclusion pattern to packages/mcp-server/src/tools/gmail.ts (NON_CUSTOMER_* constants) so future organize runs stop queueing it.

Skip (not relevant/not customer):

gmail_mark_processed({ emailId: "...", action: "skipped" })

Spam (suspicious/unwanted):

gmail_mark_processed({ emailId: "...", action: "spam" })

Defer (complex/needs more info):

gmail_mark_processed({ emailId: "...", action: "deferred" })

Moves it out of the active queue and labels it Brikette/Inbox/Deferred for manual follow-up.

Agreement Detection (T&C workflow)

Agreement detection is high-stakes:

• confirmed only for explicit agreement phrases (EN/IT/ES).
• likely or unclear requires human confirmation before any payment workflow.
• Always check agreement.requires_human_confirmation.

If the email includes agreement and questions, treat as mixed response:

1. Acknowledge agreement in the draft.
2. Answer all questions.
3. Keep the workflow state as awaiting confirmation if likely/unclear.

6. Processing Informational Emails

When an email is classified as Informational (customer providing info, no reply needed):

## Email #3: Customer Information

**From:** John Smith <john@example.com>
**Subject:** RE: Booking confirmation
**Received:** 1 hour ago

### Content:
> Thanks for confirming! Just to let you know, we'll be arriving
> around 3pm. See you then!

### Classification:
- **Type:** Informational (arrival time notification)
- **Action Needed:** Note arrival time
- **Draft Required:** No

### Extracted Information:
- **Arrival time:** 3pm (approximately)
- **Guest:** John Smith

### Suggested Action:
Note arrival time in booking system if applicable.

**Mark as acknowledged?** (y/n)

Common informational patterns:

• "We'll arrive at [time]" → Note arrival time
• "Thanks!" / "See you soon!" → No action needed
• "Here's my passport/ID" → Record in guest file
• "Dietary requirements: vegetarian" → Note for breakfast
• "We found it okay" → No action needed

6. Batch Processing

When user requests batch processing ("Process all FAQ emails"):

1. Filter queue by type
2. Generate drafts for all matching emails
3. Show summary:

   ## Batch Processing: 4 FAQ Emails
   
   1. "Check-in time question" -> Draft created
   2. "Breakfast included?" -> Draft created
   3. "Pet policy" -> Draft created
   4. "Luggage storage" -> Draft created
   
   4 drafts created. Review them in Gmail.
   
   Remaining in queue: 2 emails
   

7. Session Summary

When user says "Done" or queue is empty:

## Session Complete

**Processed this session:**
- 3 drafts created
- 2 emails acknowledged (no reply needed)
- 1 promotional archived
- 1 email deferred

**Drafts ready for review:**
1. RE: Availability June 15-18? (maria@example.com)
2. RE: Check-in time question (guest@hotel.com)
3. RE: Breakfast options (traveler@email.com)

**Acknowledged (info noted):**
- Arrival time 3pm (john@example.com)
- Dietary: vegetarian (jane@example.com)

Remember to review and send drafts in Gmail!

**Deferred for manual review:** 1 email

Email Classification Guide

Use these patterns to correctly classify incoming emails:

Needs Draft Response

Inquiry - Customer asking a question:

• "Do you have availability for...?"
• "What are your rates for...?"
• "How do I get to...?"
• "Is breakfast included?"
• Questions about rooms, facilities, policies

Reply - Continuing a conversation that needs response:

• Follow-up questions in a thread
• Requests for clarification
• Additional questions after initial response

FAQ - Common questions with standard answers:

• Check-in/check-out times
• Parking availability
• Pet policy
• Age restrictions
• Cancellation policy

No Draft Needed

Informational - Customer providing info (acknowledge, no reply):

• "We'll arrive at [time]" → Note arrival
• "Thanks!" / "See you soon!" → No action
• "Here's my passport number" → Record
• "We're vegetarian" → Note dietary
• "Just to confirm, booking #123" → Verify
• "We found it okay, checking in now" → No action
• Positive feedback with no question

Promotional - Marketing (archive to Brikette/Promotional):

• Booking.com partner newsletters
• Expedia promotions
• Travel industry news
• Supplier marketing
• "Special offer for partners"
• "New features available"
• Software/service provider updates

Not-Customer - Skip without reply:

• Wrong recipient
• Automated bounce/delivery failure
• Unsubscribe confirmations
• System notifications not relevant

Special Handling

Complex - Defer for careful handling:

• Complaints or negative feedback
• Refund requests
• Multiple unrelated questions
• Special requests (events, groups)
• Anything emotionally charged
• Legal or liability concerns

Spam - Mark as spam:

• Obvious phishing
• Unsolicited sales pitches
• Suspicious links
• "You've won" / lottery scams

Classification Decision Tree

Is it from a real person about Brikette?
├─ No → Is it promotional?
│       ├─ Yes → PROMOTIONAL
│       └─ No → Is it spam?
│               ├─ Yes → SPAM
│               └─ No → SKIP (not-customer)
└─ Yes → Does it contain a question or need a response?
         ├─ Yes → Is it a complaint or complex?
         │        ├─ Yes → DEFER (complex)
         │        └─ No → DRAFT (inquiry/faq/reply)
         └─ No → Is it providing useful information?
                  ├─ Yes → ACKNOWLEDGE (informational)
                  └─ No → ACKNOWLEDGE (no action needed)

Email Draft Guidelines

Tone

• Warm and professional
• Friendly but not overly casual
• Personal touch (use customer's name)
• Helpful and solution-oriented

Structure

1. Greeting - "Dear [Name]" or "Hi [Name]"
2. Thank them - For their interest/inquiry
3. Answer their question(s) - Directly and specifically
4. Provide additional helpful info - From knowledge base
5. Call to action - Booking link when appropriate
6. Closing - "Warm regards" / "Best wishes"
7. Signature - Peter & Cristiana, Hostel Brikette

Common Scenarios

Availability inquiry:

• Cannot check real-time availability
• Direct to website booking system
• Mention room types that might suit their needs
• Emphasize direct booking benefits

Price question:

• Use menu pricing data accurately
• Clarify breakfast inclusion policy
• Mention direct booking discounts

Directions/Location:

• Provide standard directions
• Link to relevant guides
• Mention luggage storage

Policy questions:

• Use FAQ data accurately
• Be specific about times and rules
• Offer flexibility where possible

Complaints:

• Acknowledge their frustration
• Apologize appropriately
• Offer solution or escalation
• Flag for Pete's careful review

Error Handling

Gmail API Error

## Gmail API Error

Unable to fetch emails: [Error message]

Options:
1. "Retry" - try again
2. "Done" - end session and try later

Cannot Generate Good Response

## Draft Generation Issue

I'm having trouble with this email because:
- [Reason]

Options:
1. "Flag for manual" - you'll handle this directly
2. "Use template" - generic acknowledgment response
3. "Give context" - tell me more to help

Session Interruption

When user needs to stop:

• Summarize progress
• Note queue position
• Remind about pending drafts

Quality Checks

Before creating each draft, verify:

• Addresses customer's specific question(s)
• Information is accurate (from knowledge base)
• Tone is appropriate
• Call-to-action included (if appropriate)
• No placeholder text remains
• Signature included

References

• User guide: docs/guides/brikette-email-workflow.md
• Workflow design: docs/plans/email-autodraft-workflow-design.md
• Card: docs/business-os/cards/BRIK-ENG-0020.user.md

MCP Resources Available

Email Templates

Pre-written templates are available in packages/mcp-server/data/email-templates.json for common response scenarios. Use these as a starting point and personalize for each customer.

Template Categories

Prepayment Workflow

When handling prepayment chase emails, apply these mappings:

• Step 1: Use the 1st attempt template (Octorate vs Hostelworld variant based on booking source). Log activity code 2.
• Step 2: Use the 2nd attempt template. Log activity code 3.
• Step 3: Use the cancelled-after-3rd-attempt template. Log activity code 4.
• Success: Use the prepayment successful template. Log activity code 21.

When updating Gmail labels, use gmail_mark_processed with: prepayment_chase_1, prepayment_chase_2, or prepayment_chase_3.

Using Templates

When drafting a response:

1. Match the scenario - Find a template matching the customer's question
2. Load the template - Reference the category and subject
3. Personalize - Replace placeholders, add guest name, adjust tone
4. Add specifics - Include relevant details from their booking/question
5. Validate - Ensure accuracy before creating draft

Templates provide consistent messaging for common scenarios while maintaining the professional, warm tone expected by guests.