Emails

Email Responding: 101

No one loves answering emails. Build a Lindy that handles your inbox using information from a knowledge base.

The Lindy we’ll build in this guide will monitor your inbox, identify questions about your business, and respond using your company knowledge — perfect for handling product questions, customer inquiries, and routine responses.

We’ll be using this Email Responder Lindy template to free you from the chaos of your inbox.

Here’s what it does:

Wakes up when a new email is received.
Checks if a response is needed.
Refers to a knowledge base to find the appropriate answer.
Responds or drafts an email, matching your tone and style.

Let’s get started! This will take less than 5 minutes to set up.

Setting Up Your Email Responder

Once you have added the Lindy to your account, open the Flow Editor to see how it works!

Connect Your Gmail Account

Click on the Gmail Email Received trigger and connect your Gmail account.

Optional: Use trigger filters to specify which emails should enter the flow.

Using Conditions

The first Condition (Requires response?) uses the prompt: "the emailer is asking a question about my service, product, or company"

This instructs Lindy to only continue if the emailer is asking a question about the user’s service, product or company.

Any other email will not pass the Condition and will stop the automation once it reaches this step.

Modify this Condition prompt as you see fit.

‍Add Content To Your Knowledge Base

After setting the first Condition, you need to add content to your Lindy’s Knowledge Base so she can effectively answer emailer questions.

When Lindy queries the knowledge base, she will have the content she found from her search in her context window and will be able to use the information in the following steps of the automation.

‍Ensuring Accurate Responses

The second Condition (Found response?) step instructs Lindy only to continue if she found a response to the emailer’s question in the knowledge base. This ensures that if no response or answer is found, Lindy will not make anything up to best respond (agents can be very eager to help!)

‍Customize Lindy’s Email Responses

Click the Gmail Send Reply (Respond) step to customize how Lindy responds to your emailer’s questions.

In the "Body" field, use a prompt to instruct Lindy on: the desired tone, writing style, format and additional instructions on how to respond to emails.

The Gmail Send Reply action has the "Save as Draft" toggle on by default. Turn this off if you want Lindy to send the email.

Note: Use "Ask for Confirmation" if you want to approve the emails prior to Lindy sending.

Test Your Email Responder

To test your new Lindy, click “Save” then “Test”.

Select the Gmail Email Received step.

Select an email to run the test with.

In this test window, you can see how Lindy handles the Condition steps and sends email responses.

Note: Lindy will send an email response even in the test mode.

To ensure the email is not sent, put your Gmail Send Reply step in “Ask for Confirmation” mode.

When the test email passes both Conditions, view the reply in the Send Reply (respond) action card. This is a good way to iterate on the “Body” prompt and tweak Lindy’s responses to your preference.

In more advanced guides below, you’ll see how Lindy can take action on emails, negotiate and manage inbound inquiries, qualify leads, and more!

Taking action

Sales and Inquiries

Guides

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Proposal Drafter

Twilio Integration Guide

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