In Gmail on the web, Gemini might detect that you got a message from a customer with a concern about their experience with your business. When you open the message, below the subject you see a suggested prompt. Clicking it starts an AI-powered workflow to help you draft a professional reply based on previous emails and any files in Drive you choose. During Alpha, this feature is only available in English.
Note: You can’t enter this prompt in the Gemini side panel yourself. To use it, click the suggested prompt when it appears. It won’t appear if you’re using a Gmail mobile app.
Have Gemini draft replies to questions about your business
- When you see the prompt Reply to this customer concern on an open message, click it. The Gemini side panel opens and Gemini generates a draft from related emails.
- If needed, edit the message. You can also use Help me write
to refine the content.
- (Optional) To add reference documents for Gemini to use, such as an FAQ or price list, and generate a new draft:
- Click Add files.
- Select any files you want to use. You can add up to 3.
- Click Replace draft.
- Click Send.
to refine the content.Next, you can have Gemini automatically draft replies for future emails, which you can then edit and send when you’re ready.
- After you generate the first reply, click Automate for future concerns. The proposed automation is set up the same way as the first run, including any reference documents.
- (Optional) To add or update the reference documents, click Edit.
- Click Automate.
Review drafts autogenerated by Gemini
You can find the drafts that Gemini generates in your inbox. You can tell them apart from drafts you write by the Gemini icon and the blue Draft text.
Manage your draft replies automation
After you set up an automation, you can click Workflows at the top of a Google Workspace app to open the automation manager. You can update the reference files, pause the automation, review automation activity, or delete it. Learn more about how to manage and troubleshoot automations.
FAQ
Why don’t I see the “Reply to this customer concern” prompt or see a different prompt?This suggested prompt shows up only in Gmail on the web, not Gmail mobile apps.
Gemini tries to automatically detect messages that contain customer concerns, but it might not depending on how the message is worded.
If you don’t see the “Reply to this customer concern” suggested prompt on a message with a question, you can provide feedback:
- In Gmail, at the top click Support
Send feedback to Google.
- Follow the on-screen instructions to enter your feedback.
No. The automation only applies to new messages.
If you don’t think the suggested prompt applies to a message it was shown for, next to the suggested prompt click Bad suggestions.
To provide feedback on the generated draft reply, click Good suggestion or Bad suggestion
.
For other feedback:
- In Gmail, at the top click Support
- Follow the on-screen instructions to enter your feedback.