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Using an AI agent so no support ticket slips through

Published This article in Vietnamese

Every morning, the customer who has been waiting 24 hours is already buried under a dozen newer emails. The Customer care bot in Piskes Agent scans your Gmail at 8am every weekday, lists exactly the tickets that have waited too long, and drafts a short reply for each one — you just read, edit and send.

What the bot does

Customer care is one of the six preset bots. Its profile contains:

  • Role: support. Drafts replies to complaints, tracks open tickets and reminds you of follow-ups on time.
  • Skills: memory (learns your tone and reply policy from you).
  • Connector: Gmail — only after you grant access on your own Google account; revocable anytime.
  • Routine: weekdays 8am — “list customer emails unanswered for more than 24 hours (who, what issue, how long they’ve waited), propose a short reply for each. Only produce drafts, do not send.”

That last line matters, as with every preset bot: it never sends on its own. It hands you a list and drafts; you decide what goes out.

Set up in 10 minutes

  1. Install Piskes Agent and configure a model provider.
  2. Marketplace → Bots → Customer care → Add.
  3. Settings → Connectors → grant the bot Gmail access.
  4. Message it your company tone once: “Always say ‘we’, no emoji, apologize before explaining.” It remembers for next time.
  5. Try it right away: “List today’s unanswered tickets.” The bot reads the inbox and returns a list with draft replies.

From the next day, it runs itself at 8am and leaves a summary in the conversation.

What happens to your data

  • The email content it needs is sent to the model you chose to draft replies; the original email stays in Gmail — Piskes keeps no copy.
  • Sending an email affects someone else — at the Ask first level (default), if the bot intends to send rather than just draft, it stops and asks you first.

Tips

  • For complex tickets (serious complaints, anything legal), write by hand — use the bot for repeat questions (exchanges, order status, pricing).
  • Want a weekly meeting summary at the same time? See the Admin assistant bot.
  • Edit one reply and tell the bot why (“don’t promise a specific time”) — it applies that to later tickets.

Cost: on the free plan with your own key, scanning and drafting for a dozen morning tickets usually costs a few thousand tokens.