Build a truly unified customer communication hub that receives messages from Gmail and responds through the customer's preferred channel. This puq.ai template uses Claude AI to classify every incoming message, detect customer preferences, and generate personalized replies — automatically routing responses to Gmail, Intercom, WhatsApp, Telegram, or Slack.
Designed for support teams managing multi-channel customer communications, this workflow ensures every message gets a fast, contextual response while maintaining complete visibility through HubSpot CRM and Airtable logging.
How This Automation Works
1. Capture Incoming Gmail Messages
The workflow triggers on new unread emails, capturing sender, subject, body, and attachments for AI analysis.
2. AI Classification with Claude AI
Claude AI performs comprehensive message analysis:
- Intent Detection — Billing, support, sales, bug report, feature request, complaint, spam
- Channel Preference — Detects preferred response channel from signature or context
- Priority Assessment — Urgent (1hr), High (4hr), Medium (24hr), Low (48hr)
- Sentiment Analysis — Positive, neutral, negative, angry
- Customer Extraction — Name, company, phone, previous ticket references
- Reply Generation — Channel-appropriate professional response
3. CRM & Logging Integration
Every interaction is logged to both systems:
- HubSpot CRM — Creates or updates contact with intent, sentiment, priority, and preferred channel
- Airtable — Full message log with AI analysis, reply content, and status tracking
4. Priority-Based Routing
Messages are routed based on AI analysis:
- Requires Human → Escalate to support team via Slack + email
- Urgent Priority → Fast-track with team notification
- Spam Detected → Auto-archive without response
- Normal → Proceed to channel routing
5. Multi-Channel Response Delivery
AI-generated replies are sent through the detected preferred channel:
- Gmail — Standard email reply
- Intercom — In-app messaging response
- WhatsApp — Business API message
- Telegram — Bot message delivery
- Slack — Post to support channel for team visibility
6. Status Tracking
Airtable records are updated with reply status, timestamp, and channel used for complete audit trail.
Key Benefits
- AI-powered message classification and reply generation
- True omnichannel response capability
- Automatic customer preference detection
- Priority-based escalation workflows
- Spam detection and auto-archiving
- Complete CRM integration with HubSpot
- Full audit trail in Airtable
- Reduced response time across all channels
Use Cases
- Support teams handling multi-channel inquiries
- E-commerce businesses with diverse customer bases
- SaaS companies needing unified communication
- Agencies managing client communications
- Businesses wanting to reduce first-response time
- Teams requiring complete interaction visibility
Integrations Used
- Gmail — Email inbox monitoring and replies
- Claude AI — Message classification and reply generation
- HubSpot — CRM contact management and enrichment
- Airtable — Unified inbox logging and status tracking
- Slack — Team notifications and escalations
- Intercom — In-app messaging responses
- WhatsApp — Business messaging delivery
- Telegram — Bot-based customer responses
Why Use This puq.ai Template?
Managing multiple communication channels manually leads to slow responses and missed messages. This template creates a true unified inbox where AI handles classification and routing, ensuring every customer gets a fast response on their preferred channel.
With puq.ai, you deploy enterprise-grade omnichannel support in minutes — no code, no missed messages, no channel silos.
Get Started in Minutes
- Import the template into puq.ai
- Connect your Gmail, Claude AI, HubSpot, Airtable, Slack, Intercom, WhatsApp, and Telegram accounts
- Configure your Airtable base for message logging
- Set up Slack channels for escalations and notifications
- Customize AI classification prompts for your business context
- Activate and start responding across all channels automatically
Receive anywhere. Respond everywhere. Miss nothing.
Use this template to transform scattered customer communications into a unified, AI-powered inbox — powered by Claude AI intelligence and orchestrated by puq.ai.