The AI Agent We Use to Handle Support Requests in Gmail

One of our core principles at Waterglass is to automate repetitive processes to increase efficiencies across our ventures.

At our portfolio company Pxl, we provide customer support via email. We also have an extensive knowledge base at help.pxl.to that answers about 60% of all support requests, but guess what? Most people don’t read it and still send us a message.

Now I was thinking:

Could an AI agent that handles the Gmail support emails make my life easier?

The result below is an agentic workflow that we are soon introducing to handle support requests. It can already today reliably read a knowledge base, extract relevant answers and draft an email response. If needed, it asks for human approval.

How I built the Pxl Gmail Support Agent

1. Check for new support emails

The agentic workflows monitors Gmail for incoming support emails, reads their content and detects the language to ensure proper processing.

2. Understand the question and find relevant support articles

An AI-powered support agent analyzes the email, retrieves relevant support articles, and formulates a response using structured data extraction.

3. Extract information from support articles

The extracted articles are processed into a structured format, converting HTML into readable Markdown text for better AI interpretation.

4. Assess confidence in the response

Before sending, the system evaluates response confidence. If confident, it sends the email. Otherwise, it saves a draft for human approval and pings me on Telegram (this can be changed).

5. Send or approve the response

If human oversight is required, the system saves the response as a draft, notifies the user for review, and sends it once approved.

Get this Gmail Support Agent for your business

Do you want to use this agent in your business? Simply connect your Gmail account, adjust your tone of voice, set the link to you knowledge base – ready. The agent is handling the rest for you.

The first 50 signups will get a 30% lifetime discount:

For anyone who wants to build the agent using n8n can download the JSON file and start adjusting each node to their own needs.

Do you want agentic workflows like this one?

We have plenty more AI agents doing work for us and I will share them over the coming weeks.

👇 Steal them and start building your own empire of AI agents.