CASE STUDY / BUSINESS WORKFLOWS
Route the right email to the right person.
An education-services team needed incoming requests to reach the right person while avoiding repeat processing and unreliable record matches.
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THE CHALLENGE
What needed attention.
Matching only on a name is fragile. Relevant requests also needed subject rules, a fallback path when no record matched, and attention to expired connections or messages that did not process.
MY CONTRIBUTION
What I built and tested.
- Refined Make scenarios with subject-prefix filters and case-insensitive checks.
- Matched requests against a Google Sheets name-and-email table using email addresses.
- Reviewed duplicate processing after trigger changes and added routing for unmatched records.
- Troubleshot connection expiry and requests that were not processed as expected.
WORKFLOW LOGIC
Match, route and avoid repeats.
- Filter the incoming message. The Make.com scenario applies subject-prefix and case-insensitive checks so unrelated emails do not enter the routing path.
- Find the right record. Gmail details are compared with a Google Sheets name-and-email table; an email address is a more reliable match than a first name alone.
- Choose a safe route. A match goes to the intended recipient. An unmatched record follows a fallback path, and trigger changes are checked for duplicate processing.
Testing also covered connection expiry and messages that had not processed as expected. The case documents the routing rules, without inventing a time-saving figure.
THE PRACTICAL CHANGE
What this example shows.
The practical change was clearer matching and routing logic, using email addresses instead of first names. No numerical time-saving or delivery claim is made here.
Make.com · Gmail · Google Sheets
This case study summarizes the work completed and tested. Client information and private implementation details are omitted.
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