How to log interaction between client and CS team on Gmail, into postgres database

Questions
1

I need to build a workflow that logs email interactions between clients and our Customer Success (CS) team, including:

  • Client’s email message
  • Response from CS team
  • Who replied from CS team
  • Time taken to reply
  • Whether the issue was resolved

Exceptions :

Some clients continue the same email thread for even new, unrelated issues. This makes it hard to group emails by topic or issue. i.e. I I even get new issues in previous replies.

Now in both cases, how could I log things

If anyone could help, I will be grateful

1 Like
2

It’s more of a business-side issue

If the CS team cannot ask the client to create a new issue

Even with help of AI.
There will be a chance that AI misdetermines the issue

Maybe there is a workaround that CS team can add a special snippet.

Like #_new_issue : what is the new issue.

Then you can pick it up in your workflow to identify.

Otherwise it will more rely on AI to decide it’s a new issue or not.

3

No, it’s not about finding out issue or something,

Instead workflow is about, what customer has asked and what CS team replied, and log these details with timestamps so that, later it can be found out, how long did CS team take to reply.

4

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