Email & Messenger Automation
Herbanext Laboratories Inc.
Herbanext Laboratories, a herbal manufacturing company based in the Philippines, handles all external communications through a single shared inbox. This includes laboratory inquiries, business development leads, HR applications, and general customer questions, all managed without any sorting or prioritization. I developed two interlinked automation systems that established a comprehensive and intelligent communication layer on top of their existing channels, without modifying the tools their customers were already using.
The first system focuses on email management. Incoming messages are automatically intercepted by an AI classification engine (OpenAI via Zapier), which analyzes the email to determine its intent, urgency, and the appropriate department for routing. The respective department receives an instant structured notification on Slack, while the customer gets an automated branded acknowledgment email, ensuring a prompt and consistent response at any time. Each inquiry is recorded in Google Sheets with relevant labels, urgency tags, timestamps, and AI-generated summaries.
The second system addresses Facebook Messenger interactions. I created a structured ManyChat chatbot flow that greets visitors, identifies their inquiries, provides relevant information, and gathers email addresses for follow-up, with a smooth transition to a human when necessary. Additionally, a separate automation responds to comments on Facebook posts immediately, converting engagement into structured conversations. All interactions on Messenger are documented in a distinct Google Sheet.
As a result, email management became completely hands-free, departments receive organized inquiries immediately, customers enjoy quicker and more consistent responses, and Messenger evolved into an efficient lead capture channel — all while maintaining the existing customer journey. The technologies employed include Zapier, OpenAI, Gmail, Slack, ManyChat, and Google Sheets, with a project timeline of three weeks from November to December 2025.