Use case
Support follow-ups that close the loop without burning the agent’s time. The bot drafts; the human approves; the customer feels heard.
Connect your support inbox or alias
Use your real support@ mailbox, or spin up a dedicated agent inbox in 30 seconds. Either way, scoped read-access keeps the agent inside its lane.
Wire in resolution and CSAT triggers
Push events from your help desk — ticket resolved, follow-up due, CSAT score below threshold. The agent drafts the right nudge for each.
Approve in batch
Drafts land in the queue with the ticket context. Approve, edit, or skip. The audit log records per-ticket who approved and when.
Post-resolution follow-ups are the most punted-on part of support. They are also the ones customers notice when missing. An agent that drafts the nudge and waits for approval makes the workload tractable without sacrificing the human voice.
Helix runs the same approval loop here as for sales: queue, one-tap approve, audit log. The difference is the templates: support tone, escalation guardrails, and a deliberately conservative default policy that always queues sends.
For developers: drive the agent from Zendesk, Intercom, Front, or your in-house tool over the REST API. Drive it from Claude or Cursor over MCP for ad-hoc replies. Same identity, same queue, same audit log.
Escalation is a scoped action. By default the agent can flag a ticket as needing escalation but cannot reroute it; the human approves. You can lower the bar per-identity if your help desk supports the round-trip.
Yes — pair the support follow-up template with a triage policy and the agent will pre-label and pre-draft. Every send still waits for approval by default.
A widget lives on your site and disappears when the tab closes. Helix sends real email from a real address; the conversation continues in the customer’s inbox of choice.
Next step
Ship this workflow: Founder inbox template · Drive Helix from Cursor.
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