Email Support Agent
Configure the email support agent for intelligent ticket creation and customer support escalation.
Email Support Agent
The email support agent detects when users need human assistance and collects structured information before escalating to your support team via email.
Features
- Smart detection — Automatically identifies when a user needs human support
- Customizable questions — Define the intake questions shown to users
- Priority routing — Critical issues are flagged and escalated immediately
- Ticket creation — Each escalation generates a unique ticket ID
- Content moderation — Filters inappropriate messages before they reach your team
Setup
Enable the Agent
- Go to Agents in the left sidebar
- Click the Contact Support / Email Agent tab
- Toggle Enable Email Support on
Set Support Email
Enter the email address where support requests should be sent. This is the inbox your support team monitors.
Configure Intake Questions
Customize the questions the agent asks before escalating. Default questions:
- Name — "Could you please provide your name?"
- Email — "What email address should we use to contact you?"
- Issue — "Please describe the issue you're experiencing in detail:"
You can add, remove, or edit questions using the Add Custom Field button.
Save Changes
Click Save Changes at the bottom of the page.
How It Works
- User says something like "I need to speak to someone" or "Can I contact support?"
- The agent detects the support intent
- It asks the configured intake questions one by one
- Once all information is collected, it creates a support ticket
- The ticket is sent to your configured support email
- The user receives a ticket reference number
Tier Requirements
Email escalation is available on Pro and Business plans. Free plan users will see a notification indicating they need to upgrade.
Tip:
Keep intake questions concise. Users are more likely to complete the escalation flow if there are 3-4 questions rather than 7-8.