Support Agent

The Support Agent monitors inbound communication channels (email, Telegram, web forms) and handles customer support workflows. It triages incoming requests, dispatches to specialist agents when needed, and closes the loop with customers.

Capabilities

Email monitoring via Gmail (forwarding, IMAP, or OAuth)
Ticket triage with automatic categorization
Dispatch to Research, Content, or QA agents
Response drafting for customer replies
Resolution tracking across the full pipeline

Triage Categories

When a message arrives, the Support Agent classifies it:

Category	Action	Example
Content error	Dispatch to Research for verification	”Your pricing page is wrong”
Bug report	Dispatch to QA for reproduction	”The checkout button doesn’t work”
Feature request	Log and acknowledge	”Can you add dark mode?”
General inquiry	Answer directly	”What are your hours?”

Email Integration

The Support Agent connects to your email through one of three methods:

Email forwarding — forward specific emails to the agent’s inbox
IMAP / App Password — direct inbox access
Your OAuth app — maximum security, credentials stay on your infrastructure

See Email Integration for detailed setup.

Closing the Loop

When a pipeline completes, the Support Agent:

Compiles a summary of what was found and fixed
Attaches any relevant evidence (screenshots, links)
Drafts a professional reply
Sends the reply (or waits for your approval, depending on review settings)
Logs the resolution

Configuration

agent:
  id: support
  model: anthropic/claude-sonnet-4-6
  skills:
    - gog  # Gmail access
  tools:
    - web_search
    - web_fetch
  email:
    account: support@yourcompany.com
    method: forwarding  # or imap, or oauth