AI Agent Customer Support via Email
Build support agents that receive tickets, read full thread history, and reply autonomously — from a branded inbox on your domain, with no human in the loop.
How an AI support agent handles email
Customer emails your support address
Your support agent has a dedicated inbox at support@yourcompany.com — a real address on your domain. The customer emails it like any normal support address. No new UI, no portal, no integration burden on their side.
OpenMail delivers a structured event instantly
Within 500ms, OpenMail fires a webhook or WebSocket event with the parsed message body, full thread history, sender details, and any extracted attachments — all as structured JSON. No polling, no IMAP.
The agent reads context and generates a reply
Your agent receives the full thread history as structured JSON. It knows what was said before, by whom, and when — going back as far as the thread exists. It generates a reply with complete context, not just the latest message.
The reply sends from your branded address, in thread
The agent replies from support@yourcompany.com, threaded correctly in the customer's email client. The customer replies back. The agent receives it in context. The conversation continues — no human involved until escalation.
What your support agent can handle
Billing questions
Reads invoice PDFs attached to emails, answers line-item questions, and explains charges with the document content in context.
Technical support
Reads error logs and stack traces sent as attachments, diagnoses issues, and replies with relevant troubleshooting steps.
Order status
Looks up order data and replies with current status, shipping estimates, and next steps — all from the same thread.
Refund requests
Follows policy, processes straightforward cases autonomously, and escalates edge cases to a human agent with full thread context.
Onboarding help
Guides new users through setup steps over an email thread, answering follow-up questions with the full conversation in context.
Escalation
When your agent determines a ticket needs a human, it routes the full thread to your team — every message, attachment, and reply included. No context lost on handoff.
Why email is the right channel for AI support agents
No new UI for customers
Customers already know how to email. No portal to learn, no ticket system to navigate. They email your support address like they always have — your agent handles it from there.
Full conversation context on every reply
Every reply arrives with the complete thread. Your agent never loses context between messages, even across days or weeks. It knows the full history before generating a response.
Works with every service and tool
Email is the universal protocol. Your agent can receive support requests from any source — forwarded tickets, vendor emails, automated alerts — without custom integrations.
What OpenMail gives your support agent
Dedicated inbox
support@yourcompany.com — a real address on your domain, not a shared generic address.
Real-time inbound delivery
Webhook or WebSocket event in under 500ms. Your agent receives the ticket the moment it arrives.
Full thread history as structured JSON
Complete conversation context on every reply — feed it directly into your agent's context window.
Attachment parsing
PDF, CSV, and DOCX files automatically extracted to plain text and included in the event payload.
Managed deliverability
SPF, DKIM, and DMARC configured automatically on provisioning. Replies land in primary inbox, not spam.
One inbox per agent
Separate audit trail, separate identity, separate address per agent — scale to as many agents as your operation needs.