AI customer support agent: a ticket system inside the inbox you already have
Connect your support mailbox. Every request gets a number, a status, a drafted answer, a receipt, a follow-up when the customer goes quiet, and a closing note — while your team stays in Outlook or Gmail.
An AI customer support agent connects to the support mailbox a business already uses and runs it like a ticket system, inside that mailbox. Every message that arrives is judged — a real request or not, what it is about, how urgent, how the person sounds — given a number, labelled, and answered in draft from your knowledge base and from how your team answered before. The customer gets a receipt with the number; the agent follows up when they go quiet, closes when it is done, and tells them so. A person reads, edits and sends every answer.
What it does
- Separates real requests from the supplier bills, newsletters, delivery notices and out-of-office replies that fill every support inbox — the sorting someone does by hand each morning. A customer writing about a wrong invoice is still a request.
- Works out what each request is about, how urgent it is, and how the person sounds before anyone opens it.
- Reads the screenshots and PDFs too, which is most of what support mail actually contains.
- Drafts the reply on the thread, grounded in your own knowledge base and in the replies your team actually sent on similar requests — and says plainly when neither covers it, rather than inventing an answer.
- Gives every request a number, sends the customer a receipt with it, and marks status, priority and category as labels your team sees in their own Outlook or Gmail.
- Follows up when a customer goes quiet after your answer, closes the request when they stay quiet or say it is solved, tells them it is closed — and reopens it the moment they write again.
- Remembers the desk: related requests from any customer are shown side by side, and several people reporting the same symptom is called out as something broken.
- Shows you what is open, what is stuck, how fast a first answer takes, and which questions you have no answer for yet.
How it works
- Connect your support mailbox
The one you already use. Microsoft 365 or Google Workspace, approved once by someone who can already open it, and withdrawable by you at any time.
- Requests get sorted as they arrive
Numbered, sorted, prioritised, and answered in draft — usually within a minute. The customer gets a receipt with the number; nothing else is sent without a person.
- Your team works as they always did
In Outlook or Gmail. They read the draft, change what they want, and hit send. From there the agent keeps the request moving: waiting on customer, follow-up, closed, reopened. Change a label by hand and the agent respects it.
Capabilities
- Works with the mailbox you have — no new address, no forwarding, nothing to migrate
- Real requests separated from everything else that lands in a support inbox
- Priority, category and status as coloured labels in your own mail client — one clear English set, with your own categories
- Draft replies that get closer to how your team writes, because they are based on how your team actually answered before
- Screenshots and PDFs read as part of the request
- A reference number on every request, in the subject, so a customer can quote it and you can find it — a fresh mail that mentions it joins the request
- Receipt, follow-ups after the days you set, closing note, reopening on the customer's next mail — each one a switch, all in the customer's language
- Related requests found across all customers, and the same customer's second mail on one problem joined with one click
- Optional: answers that come fully from your knowledge base go out on their own; everything else stays a draft
- Escalation by email when a request needs a person — a security report, a case your rules send to a manager, or a customer waiting longer than you allow for its priority — with a short brief of what is going on and what needs to be done
- Optional: serve your own customers only — anyone else gets one polite answer in their language, and their mail can be archived automatically
- Urgent, security, reopened or long-unanswered requests pushed to a phone, by a rule you write in one sentence
- A dashboard that answers what no shared inbox can: what is open, how long it has been waiting, and how requests end
Who it's for
Customers mail in problems with photos. The photo is read, the job is categorised, and the reply is half-written before anyone opens it.
Repair requests sorted by urgency, so a broken heating in November is not sitting under a question about parking.
The team inbox becomes a queue with priorities, and the questions nobody has documented yet get reported to you.
Requests triaged before reception opens them, with the tone flagged so an upset patient is not answered like a routine question.
Frequently asked questions
What is an AI customer support agent?
An assistant connected to the support inbox you already use. It reads each message as it arrives, decides whether it is a real request, works out what it is about and how urgent, and writes the reply as a draft for someone to check and send.
Is this a ticket system?
Yes — one that lives inside your mailbox. Numbers, statuses, receipts, follow-ups, closing notes, reopening, a queue and a dashboard. What it deliberately does not have is a portal for your customers to log into or a second place for your team to check: a request is an email thread, in the mailbox they already work in.
Does it reply to customers by itself?
Three short messages, each a switch: a receipt with the request number, a follow-up when the customer goes quiet after your answer, and a closing note when the request is closed. Each says it was sent by an AI assistant, in the customer's language. The answer itself is a draft a person sends — unless you switch on the option to send answers that come fully from your knowledge base.
How long does it take to set up?
Connect the mailbox, write one line about your business and your rules, upload what you answer from, name your categories. The first request that arrives after that is handled.
Do we have to change how we work?
No. Your team stays in Outlook or Gmail. The status, priority and category appear as ordinary labels there, and if someone changes one by hand, that wins.
What happens when it does not know the answer?
It says so and leaves the answer empty rather than inventing something. Those gaps are collected and shown to you, because each one is an article your knowledge base is missing.
Is our customers' mail sent anywhere?
It is read to produce the triage and the draft, and the results stay in your mailbox and your console. The agent contacts your customers only through the short messages you switch on — receipt, follow-up, closing note — and never with an answer a person has not sent, unless you allow it.
How is it different from the email agent?
The email agent is a general mailbox assistant that drafts replies. The support agent tracks a request: it has a state, an age and an outcome, and you can see what is still open.
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