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Use case

AI to answer customer emails

AI drafts an accurate reply to every customer email — from your own docs, held for your approval.

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You ask

“Read new customer emails, draft a reply from our help docs, and flag anything that needs a human.”

What the worker does

  1. 1

    Monitor your inbox or support queue for new customer messages.

  2. 2

    Read and understand each question or request from the context provided.

  3. 3

    Draft an accurate, helpful reply using your help docs, past tickets, and product knowledge.

  4. 4

    Flag anything sensitive, technical, or unclear—escalate it to a human instead of guessing.

  5. 5

    Queue every draft for your review and approval before it reaches the customer.

Result: Drafted 15 replies from the help center, escalated 3 to the team.

Hand off answer customer emails

Delegate it once and a worker handles it from here — you keep approval.

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Questions

Can AI draft customer emails automatically?
Yes. An AI worker can read every incoming customer email, understand the question or issue, and draft a reply from your help docs and past tickets. It learns the tone of your support and writes in your voice. Every draft waits for your approval before sending—so a support person reviews it first.
Where does it get the answers to customer questions?
From the knowledge base you connect: your help center articles, past Zendesk or Gmail tickets, saved replies, and product documentation. It pulls from your own material, so replies are accurate and consistent with what you've already documented.
Does it send replies without a human reviewing them?
No. Every drafted reply is queued for your approval. You can approve in one click, edit before sending, or escalate to a teammate. The worker never sends a customer message on its own—you stay in control.
What support platforms does it work with?
Gmail and Zendesk out of the box; Slack for team collaboration. You can also connect Freshdesk, Intercom, and 1,000+ other apps in the same task—so drafts can be reviewed in Slack and the ticket updated in Zendesk simultaneously.

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