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Support · Intermediate

# Customer support email triage and reply drafting

Categorize incoming customer emails, look up documentation, and draft quality-checked replies

[Use with BotBento ](https://app.botbento.com/?ref=usecases&utm_source=botbento.com&utm_medium=usecases&utm_campaign=customer-support-email-triage-and-reply-drafting)Copy promptShare[Markdown](/text/usecases/customer-support-email-triage-and-reply-drafting/index.md)

Opens BotBento. Paste the prompt into a bot; nothing is preconfigured.

- When something happensNew support email received
- ThenClassify inquiry and consult docs
- ResultPresent draft response for review

Sort inbound support messages into categories such as complaints, inquiries, and feedback. When inquiries require specific product knowledge, reference company documentation to compose a tailored reply. Every draft is reviewed for clarity, tone, and accuracy before being held for agent approval.

## Prompt to start with

BotBentoRecommended

```
When an incoming email arrives, classify it by intent: complaints, product inquiries, general feedback, or unrelated spam. For product or service questions, query the connected knowledge documentation to retrieve relevant facts. Formulate a polite, helpful draft response that directly resolves the sender's inquiry. Check the draft for professional tone, completeness, and accurate formatting. Never send replies or contact the customer; always present the draft along with the classification for human review and wait for explicit approval before any reply goes out.
```

Copy

## Tools it uses

EmailDocs

## Works with

BotBento

## Tags

- email
- triage
- helpdesk
- drafting

## Source

[langgraph-email-automation: Multi AI agents for customer support email automation built with Langchain & Langgraph](https://github.com/kaymen99/langgraph-email-automation)
GitHub · checked 2026-10-16

Summarized in our own words. Any results described there are the authors’ own, not measured by BotBento.

By BotBento Editorial · Added 2026-10-17 · Updated 2026-10-17 · [Suggest a correction](/contact/)

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