- AI-Agent
- Ready to Run
Answer Support Emails
Reply in the same thread when your support guide has the answer
Use this Agent instantly or customize it - no programming needed
- Incoming customer emailIncoming customer email
A new message in your support inbox starts the run and identifies the customer and thread.
- Email conversationEmail conversation
Your conversation includes the latest question and earlier replies, so the answer fits the thread.
- Approved support guideApproved support guide
Your approved guide sets the answers the Agent can give and the cases your team must handle.
Your support mailbox lets the Agent read customer threads, reply in place, and label them for your team.
- Needs review labelNeeds review label
Your team sees the Needs review label when a person must answer or a reply fails.
- Customer replyCustomer reply
Your customer sees the answer in the original email thread when your guide covers the question.
- Needs review labelNeeds review label
Your team sees the Needs review label when a person must answer or a reply fails.
- Answered labelAnswered label
Your team sees the Answered label after the reply sends.
This Agent waits for a customer email in your support inbox. It reads the thread and checks your support guide. It replies in the thread or marks the question Needs review.
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ZoomUsed as:
- Support mailbox
Zoom lets the Agent read customer threads, reply in place, and label them for your team.
IntercomUsed as:
- Support mailbox
Intercom lets the Agent read customer threads, reply in place, and label them for your team.
FrontUsed as:
- Support mailbox
Front lets the Agent read customer threads, reply in place, and label them for your team.
Help ScoutUsed as:
- Support mailbox
Help Scout lets the Agent read customer threads, reply in place, and label them for your team.
Zoho DeskUsed as:
- Support mailbox
Zoho Desk lets the Agent read customer threads, reply in place, and label them for your team.
SuperchatUsed as:
- Support mailbox
Superchat lets the Agent read customer threads, reply in place, and label them for your team.
Made for your industry
Answer Support Emails is made for businesses in these industries.
- Retail
Reply to shoppers' policy questions in their email threads.
Show all Agents for the Retail industry - Software
Answer common product questions in the original support thread.
Show all Agents for the Software industry - IT Services
Reply to clients' common IT support questions in the same thread.
Show all Agents for the IT Services industry - Hospitality
Answer guests' common questions in their original email threads.
Show all Agents for the Hospitality industry - Telecommunications
Answer common service questions in customers' email threads.
Show all Agents for the Telecommunications industry - Travel and Tourism
Reply to travelers' general trip questions in the same email thread.
Show all Agents for the Travel and Tourism industry
Made for your role
Answer Support Emails is made for people in these roles.
- Customer Service Manager
Flag support threads that need a person to answer.
Show all Agents for the Customer Service Manager role - Customer Service Representative
Reply to common questions so representatives can handle harder cases.
Show all Agents for the Customer Service Representative role
Made for your department
Answer Support Emails is made for people in these departments.
- Customer Service
Mark answered email threads so the team can see what is done.
Show all Agents for the Customer Service department
How Answer Support Emails works
4 steps, in order, on every run.
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Read the email threadRead the new customer email and earlier replies in the thread. Identify the question and check whether someone already answered it.
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Check your support guideMatch the question against the guide you provide. Leave unclear answers or account-specific questions for your support team.
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Reply in the same threadSend a clear answer in the original email thread when the guide covers it and no newer reply has resolved it.
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Mark the thread's statusApply Answered after sending a reply. Apply Needs review when the question needs a person or the reply fails.
How to Get Started
Connect the tools you already use, such as Zoom, Intercom or Front.
6 tools
- Connect the support mailbox with permission to read messages, send replies, and apply labels.
- Choose the support inbox or label to watch and provide the support address so the Agent can exclude its own sent mail.
- Provide an approved support guide with current answers and rules for questions that require a person or account-specific checks.
- Create Answered and Needs review labels for the support inbox.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Answer Support Emails:
You choose the support inbox or label and provide the support address. The Agent uses that address to avoid its own sent mail.
No. You provide the guide and rules for human review. Your support team takes questions the guide cannot answer, including account-specific ones.
Your team sees the reply in the original thread and an Answered label. Questions needing a person carry a Needs review label.
Your team sees a Needs review label and no Answered label, so they can retry the reply.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.