# 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.

**Use cases:** Customer support

**Tags:** email reply, draft reply, help center, documentation, knowledge base, approval, support inbox

[Create this agent](https://seclai.com/agent-examples/create/support_email_reply_from_docs)

## How it starts

Trigger: email received.
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
- Draft the reply
- Approve the reply
- Was it approved?
  - If yes: Reply to the customer
  - Otherwise: Reply not sent
- Show the draft and decision