Let AI agents answer email and portal cases

Published agents reply to new cases from email and the customer portal, and keep helping until a person takes over.

For: Admins

Steps

Publish the agent, open its Channels tab, switch on Email and/or Customer portal and select Save channels.
When a customer emails your support mailbox or submits a case on the portal, the agent reads it and replies on the case. Email replies go out on the case's email thread; portal replies appear on the portal, labelled as the AI assistant.
When the customer replies, the agent answers again. As soon as someone from your team replies publicly, the agent stops for that case.
If you switch on several agents for the same channel, the router agent reads each new case and picks the agent whose topics fit best.
When the agent needs a person, it adds internal notes with its summary, any unsent draft reply and the actions it prepared. The case stays in your queues as usual.

Agents answer in the background, so email intake and the portal are never slowed down.
Turn on Stop this agent to stop it at once; new cases then wait for your team only.

Still need help? Contact support