Support

Every support email is classified, acknowledged, and routed within 30 minutes

A continuous triage loop that polls your support inbox every 30 minutes. Each new email is classified by type (bug report, feature request, billing question, how-to), assigned a priority level (P1-P3), and cross-referenced against your user database to pull account context. A draft reply is prepared and a structured ticket is created. For P1 issues, the on-call channel is alerted immediately.

How it works

TriggerRuns every 30 minutes
  1. 01
    Tool

    Poll Gmail inbox for unread support emails

    Check the support inbox for any new unread emails since the last run. Pull the subject, sender, body, and any attachments.
  2. 02
    Agent

    Classify the email by type and urgency

    Read each new email and classify it:
- **Type**: bug_report, feature_request, billing_question, how_to, account_issue, spam, other
- **Priority**: P1 (service down / blocking), P2 (degraded but workable), P3 (informational / nice-to-have)

If the email looks like spam or a newsletter, mark it as spam and skip further processing.
  3. 03
    Agent

    Look up user context and prepare a draft reply

    Cross-reference the sender's email against the user database to pull their account tier, signup date, recent activity, and any open issues. Draft a personalized acknowledgment reply that:
- Thanks them and confirms the issue type
- Sets expectations for response time based on priority
- Includes any immediate self-serve steps if applicable

    delegates to Knowledge Base Agent

    Search the knowledge base and docs for articles matching the user's issue. Include relevant links in the draft reply if found.

  4. 04
    Tool

    Send acknowledgment and alert on P1

    Send the acknowledgment reply via Gmail. For P1 issues, also post an alert to the #oncall Slack channel with the email summary and a link to the ticket.
ResultEvery support email gets a same-day acknowledgment with relevant help links; P1 issues alert the on-call channel