Customer Support
Customer Support is the first employee most companies hire. It reads every incoming message, drafts a reply in your brand’s voice, and leaves it for you to approve.
Channels
Section titled “Channels”- Email — via forwarding (Resend Inbound). See Connect your email inbox.
- WhatsApp — via Z-API, set up in the agent panel (add-on on Pro+ plans).
How drafts work
Section titled “How drafts work”For every incoming message, the agent analyzes the content, detects intent and sentiment, and writes a reply. That draft goes to the approval queue, where you approve, edit, or reject it. Nothing is sent without your sign-off.
Escalation
Section titled “Escalation”When a message is outside what the agent can confidently answer — an angry customer, an out-of-policy request, or a sensitive topic — it flags the case for escalation instead of risking a wrong reply. You take over from the queue.
Attachments (Pro+)
Section titled “Attachments (Pro+)”On Pro plans and above, the agent reads images (vision) and PDFs attached to a message, factoring their content into the reply it drafts.
Auto-approve (Pro+)
Section titled “Auto-approve (Pro+)”After the agent handles a pattern correctly a few times with high accuracy, you can unlock auto-approve for that type of message. It then answers the cases it already masters on its own — and keeps drafting for everything else.