1What it does
A Make AI Agent with an FAQ as context reads new customer emails, replies to routine questions and posts complex ones to Slack for the team.
2Who it is for
- Industry
- Ecommerce
- Platform
- Make
- Category
- Support triage
- Tools used
- Make AI AgentsGmail/OutlookSlack
3How it works
Every step, in order, is in Workflow at a glance, pinned on the right as you scroll.
- 01 Trigger
New email in Gmail or Outlook.
- 02 AI / action
Create the AI Agent and pick a model.
- 03 Action
System prompt with guardrails.
- 04 Action
Add the FAQ as context.
- 05 Action
Tool 1: reply to email. Tool 2: post to Slack.
- 06 Action
Test end to end and check the Make Grid.
- Trigger
- New email in Gmail or Outlook.
- AI step
- System prompt with guardrails written in the video.
4How it went
Sponsored tutorial by Make. Tested with a store hours question. No production results.
Only what the source reports. The source did not report numbers.
5Worth knowing
- Give the agent exactly two tools. Fewer tools, fewer surprises.
6Recipe
Written by Builds That Work The source did not publish this. We wrote it as a starting point.
Starter system prompt: "You answer customer emails for {{store}} using only the FAQ. If the answer is not in the FAQ, or the customer is upset, use the Slack escalation tool and do not reply."