Most support conversations still happen over email. A support agent with a real inbox answers where your customers already are: no new channel, no chat widget, no ticket portal.
Mail to support@agents.yourcompany.com lands in the agent inbox in seconds.
read_message returns the full thread; the reply stays in the same conversation.
wait_for_reply blocks until the customer responds, so multi-turn conversations just work.
Every message appears in your dashboard, and you can take over any thread yourself.
Replies to existing threads are never throttled. New outreach is quota-gated and can require human approval, so your agent stays useful without becoming a spam risk.
send_email {
to: ["anna@customer.com"],
subject: "Re: Refund for order 4012",
body: "Hi Anna, your refund was issued today and should arrive within 3 business days."
}