Customer support

Customer service with AI agents: sort requests, draft replies, settle complaints.

Support answers the same questions every day, looks up the same orders and invoices and follows up. An agent does this by your rules and asks before any reply goes out. Here is a week with four such runs.

A week in support

Four agent runs in one week. Each connects several systems and handles a whole process, not just one step.

  1. 01 · Mon 08:00

    Sorting the inbox in the morning

    Overnight, 38 emails land in support@ and info@. The agent reads each one with its attachment, creates a request by your rules, assigns an owner and sends the acknowledgement. At 08:00 the list is in Slack: 17 product questions, 9 about invoices, 4 complaints, plus 3 requests from yesterday with no answer.

    1. 1Read every email with its attachment and sort it
    2. 2Every request becomes a record with a deadline
    3. 3The owner follows from the category in your rules
    4. 4Acknowledgement out, list posted to Slack
    InboxRules as a documentRecordsAcknowledgementSlack
  2. 02 · Mon 09:20

    Damaged delivery, replacement and reply

    Emma Hart sends a photo of the broken grinding unit. The agent attaches it to the request, looks up order SH-10482 in Shopify and drafts the reply from your returns policy. Because a replacement over 100 euros needs a yes, it asks Lena in Slack, creates the replacement order after her yes and sends the reply with a return label.

    1. 1Read the photo and order number from the email
    2. 2Look up order and delivery date in Shopify
    3. 3Draft the reply from the returns policy
    4. 4One yes in Slack, then replacement order and reply
    5. 5In 3 days, check whether the replacement arrived
    InboxRecord · RequestShopifySlackEmail to customer
  3. 03 · Wed 11:15

    A customer says the invoice is paid

    Accounts at Lindberg Tec send a remittance advice for INV-2026-0412 of €4,980.00. The agent finds the invoice in the record, compares amount and date with the advice and asks Ana in accounting via Slack whether it may set the invoice to paid. After her yes the reply goes to the customer and the invoice drops out of Friday's dunning run.

    1. 1Read the remittance advice from the email
    2. 2Find invoice INV-2026-0412 in the record
    3. 3Check amount and date against the advice
    4. 4One yes from accounting, then status paid
    5. 5Reply to the customer, no dunning letter
    InboxRecord · InvoiceGoogle DriveSlackEmail to customer
  4. 04 · Fri 16:00

    Weekly report and a new help text

    On Friday the agent reads the 214 requests of the week and groups them by reason. 31 are about the minimum order quantity, which has no help text. It writes the report as a page with examples, drafts the missing section and asks Lena whether it may add it to the help texts.

    1. 1Group the week's requests by reason
    2. 2Write the report as a page, with examples
    3. 3Pick the most common question with no help text
    4. 4One yes in Slack, then the section is in
    ScheduleRecordsReport as a pageSlackHelp texts

Matching templates

All templates in the School

Common questions

Only in the categories you allow. The acknowledgement goes out without asking, a replacement over 100 euros does not. The default is: the agent drafts, a person says yes in Slack, then the email goes out. Every sent reply stays in the log with its draft and its sources.

From the documents you assign to it: help texts, returns policy, price list, plus the records for the order and the invoice. Every draft names the passage it relies on. If it finds nothing that fits, it drafts nothing and puts the request in front of a person.

Inboxes via Gmail, Microsoft 365 or IMAP, plus Slack, Shopify, Attio, Notion, Google Drive and Google Sheets. Without an online shop it works the same way: order and invoice then sit in records or come from your own system via MCP or an HTTP step. If you need a ready-made integration, tell us which one.

The category sits in the record and can be changed, and the history shows who set it. Uncertain cases go to a person without a draft instead of being guessed. The rules behind the sorting sit in a document you edit, and every run is logged step by step and can be undone.

Describe the task. The rest takes shape on the platform.

Start for free, create your first skill with the assistant, and see what a run looks like before you connect anything.

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