Gmail Filters

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Gmail Support Automation Waterfall

This repository contains a collection of optimized Gmail filter strings designed for a computer repair and IT support business. These filters use a Hierarchy of Exclusions (Waterfall Logic) to ensure that customers receive the most relevant automated response without triggering multiple templates.

🚀 How the “Waterfall” Works

Gmail does not have a “stop processing” rule for filters. If an email matches three filters, the customer gets three replies. This system prevents that by using the following priority hierarchy:

  1. Level 1: Crisis (Emergency) - Overrides everything.
  2. Level 2: Specialized (Data Recovery) - Overrides standard repairs.
  3. Level 3: Logistics (Onsite vs. In-Shop) - Routes by service type.
  4. Level 4: Technical Issues & Quotes - Handles specific hardware or pricing queries.
  5. Level 5: Safety Net (General) - Only fires if no specific keywords are detected.

📁 Repository Structure

  • 01-emergency.md: Handles high-priority outages and urgent requests.
  • 02-data-recovery.md: Specialized intake for data loss and drive failures.
  • 03-onsite-logistics.md: Phrases indicating the customer needs a technician at their location.
  • 04-in-shop-service.md: Hardware repairs and drop-off indicators.
  • 05-remote-support.md: Screen sharing and remote login requests.
  • 06-pricing-consultation.md: Quote requests and rate inquiries.
  • 07-technical-issues.md: Specific troubleshooting for WiFi, Printers, and Email.
  • 08-general-safety-net.md: The catch-all for generic “computer help” emails.

🛠 Installation Instructions

To implement these filters in Gmail:

  1. Create Templates:
    • Go to Gmail Settings > See all settings > Advanced.
    • Enable Templates.
    • Compose a new email for each category, click the three dots (More options) > Templates > Save draft as template.
  2. Create Filters:
    • Click the Search options icon in the Gmail search bar.
    • Copy the Has the words string from the .md file into the “Has the words” field.
    • Copy the Doesn't have string into the “Doesn’t have” field.
    • Click Create filter.
    • Check Send template and select the corresponding template.
    • Check Mark as important to ensure visibility.
  3. Personalization:
    • Replace support@yourdomain.com with your actual business email.
    • In 03-onsite-logistics.md, replace [YOUR BUSINESS ADDRESS] with your actual shop address to prevent self-triggering from business correspondence.

🛡 Spam & Junk Protection

Every filter includes a standardized exclusion string to prevent auto-replies to:

  • Automated “No-Reply” addresses.
  • Shipping and tracking notifications.
  • Invoices, receipts, and order confirmations.
  • Password reset and verification codes.
  • Marketing “Limited Time” sales.

🧪 Testing the Logic

To test, send emails from a non-business account with the following subject lines:

  • Test: “Urgent: Printer not working” → Expected: Emergency Template.
  • Test: “I need a quote for a printer” → Expected: Consultation Template.
  • Test: “Help my computer is slow” → Expected: General Info Template.

🔍 Troubleshooting & Optimization

1. Avoiding “Email Loops”

An email loop occurs if two automated systems (e.g., your Gmail and a customer’s “Out of Office” reply) keep replying to each other.

  • The Fix: Every filter in this repo includes -">" in the “Doesn’t have” section. This detects the “quoted text” marker used in replies. This ensures the automation only fires on the first email of a new thread and never on a reply or a back-and-forth conversation.
  • Shop Address: Ensure your physical shop address is listed in the Doesn't have field of logistical filters to prevent auto-replying to your own shipping labels or vendor invoices.

2. Gmail Character Limits

Gmail has a hidden character limit for filter strings (approximately 1,500 characters).

  • The Issue: If you add too many keywords, the filter may stop working or fail to save.
  • The Fix: If a filter gets too long, use partial matches. Instead of "emergency service request", use "emergency". Gmail’s search is broad; “emergency” will catch “emergency service,” “emergency repair,” and “emergencies.”

3. “Double-Firing” Templates

If a customer receives two different templates for one email:

  • The Issue: The email contained keywords that matched two separate filters, and the “Doesn’t have” exclusions were not broad enough.
  • The Fix: Identify the template that shouldn’t have sent. Take a unique keyword from the template that should have sent, and add it to the “Doesn’t have” field of the incorrect filter.
    • Example: If a “Printer” email also triggers “General Info,” add -printer to the General Info filter’s exclusions.

4. Template Not Sending

  • The Issue: Gmail limits the number of automated template sends to prevent spamming.
  • The Fix: If you are testing heavily, Gmail may pause the automation for 24 hours. Additionally, ensure the “Send Template” box is checked in the filter settings; sometimes, updating the search criteria can accidentally uncheck the action box.

5. False Positives from Marketing

If a newsletter triggers a “Pricing” or “Emergency” reply:

  • The Fix: Add unique words found in that newsletter (e.g., "Unsubscribe", "View in browser", or the sender’s domain) to the Doesn't have section of the relevant filter.

Written & Maintained by Jon Pienkowski ~ Pacific NW Computers