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Answer customer emails from your help docs
Customers email the agent's inbox; it looks up the answer in your help documentation and drafts a reply. You approve each draft before it goes back to the customer, quoted under their original message.
Customer support
email reply
draft reply
help center
documentation
knowledge base
approval
support inbox
How it starts
When an email arrives.
Accepts files: Other files (ignored)
What it needs
- Help documentation source — Where your help articles and FAQs live. Upload them after the agent is created.
- Help documentation knowledge base — The knowledge base replies are drafted from.
Steps
Find relevant help articles
Retrieval
Draft the reply
Prompt Call
Approve the reply
Human-in-the-Loop
Was it approved?
If / Else
If yes:
Reply to the customer
Send Email
Otherwise:
Reply not sent
Text
Show the draft and decision
Display Result