Teammates: Support Agent

Overview

The Support Agent is your AI-powered customer support teammate, built directly into Easol.

It helps you run customer support efficiently in one place: it brings your customer emails into Easol, learns your products, policies, site content and FAQs, learns how your business handles support from your own email history, drafts personalised replies to every new customer message, and assists with booking changes and refunds — while your team stays in control of every response and every booking action.

With the Support Agent you can:

Manage all customer conversations in one shared inbox
Get a suggested draft reply for every new customer message
Let the agent learn your products, policies, site content and FAQs
Let the agent learn your support processes from your email history, saved as Playbooks
Answer customer questions using booking details, product availability, your policies, Email Snippets and the Easol Help Centre
Handle cancellations, refunds, booking changes, guest updates and booking transfers with your approval
Take care of booking admin — resending confirmations and tickets, cancelling payment plans, updating billing details — with your approval
Cut response times while keeping your team's voice and judgement
Track ticket volumes and how many tickets the agent resolves for you

Note

Nothing is ever sent automatically, and no booking changes, cancellations or refunds are ever completed without your approval.

Before you begin

You'll need:

A support mailbox on Gmail or Outlook / Microsoft 365 — if you use a different email provider, get in touch with Easol Support
To be a company owner with permission to manage inboxes

Tip

Use a dedicated address like support@yourdomain.com for the best experience.

Set up the Support Agent

Setup takes a few minutes, then the Support Agent trains itself in the background.

1. Connect your support mailbox

In the dashboard, click Support Agent in the side navigation.
Choose Connect Google Account or Connect Microsoft account.
If you use Outlook and have access to several mailboxes, choose the one you want to connect.

Connecting is safe to try:

Read-only until you reply — connecting doesn't change how your mailbox works
Works alongside your current setup — keep using your existing tools while you evaluate
Disconnect anytime

2. Choose who's on your support team

Select the teammates who'll work in the inbox. They'll be able to read and send emails from your connected mailbox, and direct your Support Agent.

You can change this at any time later.

3. Let your Support Agent train

Once your mailbox is connected, training starts automatically. You can watch the progress, or leave and finish in the background — we'll let you know when it's done.

When training completes, click Start resolving to open your inbox, where the agent's first suggestions will be waiting for review.

What the Support Agent learns during setup

Training happens in four steps:

Imports your email history

The Support Agent imports the last 12 months of email from your connected mailbox. It works out which emails are genuine customer conversations, filters out junk and newsletters, and turns the rest into tickets — so your inbox starts with your full support history, not a blank slate.

Builds a knowledge base from your business

The agent reads your Easol website pages, blog posts, products and terms of sale, and builds a knowledge base it can search when answering customers.

Writes Playbooks from how you already work

The agent studies your resolved tickets to learn how your team actually handles common requests — cancellations and refunds, payment questions, booking changes, upgrades, general enquiries and more — and writes a Playbook for each: your policies, your process, and the exceptions you make.

You can view and edit your Playbooks at any time in the Support Agent settings.

Starts on your recent tickets

Finally, the agent reviews tickets that are still unresolved and have had recent customer activity, and prepares draft replies for your team to review — so you get value from day one.

Note

Training time depends on how much email history you have — importing a year of email and writing Playbooks can take a little while. You don't need to wait on the page.

Your support inbox

Once set up, incoming emails automatically appear as tickets in your inbox. The Support Agent identifies the customer, links their bookings, and files anything that isn't a support request (like newsletters or partner outreach) into the Other view.

Statuses and priorities

Every ticket has a status showing where it is in your workflow — New, In progress, Needs action, Resolved or Closed — and can be given a priority from Urgent to Low.

Assign tickets

Assign tickets to teammates to clarify ownership.

Linked bookings

The Support Agent automatically detects customers from their email address and any booking references mentioned in the email, and links their bookings, giving you quick access to booking details, payments, guests and history. You can also link bookings manually.

Internal notes

Leave private notes for your team on any ticket. Notes aren't emailed to the customer and support @mentions.

Tags, views and search

Organise tickets with tags, use the built-in views (Active, Unassigned, Assigned to you, All, Other) or create custom views with filters, and search across all your tickets.

Replying

Reply directly from Easol, with support for multiple sender addresses, CC, BCC and attachments. Type / in the composer to insert an Email Snippet.

Support Agent involvement on every ticket

Each ticket's side panel includes a Support Agent section showing exactly how much of the ticket the agent handled:

Involvement — one of:
- Evaluating — the ticket is still being worked on, so involvement hasn't been assessed yet
- Not involved — your team handled the ticket without the agent
- Assisted — the agent wrote some of the replies or performed some of the actions
- Agent Resolved — the agent handled the ticket end to end
Messages written — how many of the sent replies were the agent's drafts, sent without meaningful edits (for example, 3/4)
Action taken — how many of the booking actions were performed by the agent (for example, 1/1)

What the Support Agent can do

Whenever a customer sends a new email or replies to an existing ticket, the Support Agent automatically:

Reads the customer's latest message.
Reviews the conversation history.
Identifies the customer and any linked bookings.
Searches your Playbooks, knowledge base and AI Memory.
Drafts a reply for your review.

Draft replies

Every new customer message gets a suggested draft, including the sources used and any recommended actions. Click Use draft to insert it into the composer and edit anything you like before sending, or dismiss it and write your own reply.

If the agent doesn't have enough information to answer, it explains what's missing and recommends a next step instead.

Find information

The Support Agent can search your booking details, payments and balances, guests, products, experiences, accommodation, packages, website content, company policies, email snippets, agent memories and the Easol Help Centre.

Booking changes (approval required)

The Support Agent can cancel bookings, issue full or partial refunds, add, remove or update line items and packages, update guest details, and transfer a fully-paid booking to a different customer.

Booking administration (approval required)

The Support Agent can resend booking confirmations, welcome emails and ticket delivery emails, cancel payment plans, and update billing details.

Approval flow

Whenever the Support Agent wants to modify a booking, you'll receive an approval request:

Review the proposed action.
Click Approve or Reject.
If approved, the action is completed and the draft reply is updated accordingly.

Customise your Support Agent

Go to Settings → Teammates → Support Agent to:

Set the tone of voice (Casual, Conversational, Professional or Formal)
Choose the reply length (Brief or Detailed)
Enable auto-translation, so customers writing in another language get a translated draft alongside the English version
Review your Playbooks
Add AI Memory entries — teach the agent your policies, escalation paths, refund guidance and preferred wording

Tip

Multiple focused memory entries are usually more effective than one long document.

Reporting

The Support Tickets report in Reports gives you a row for every ticket, so you can track volumes, team performance and how much of your support the agent is handling.

For each ticket the report includes:

Status, priority, assignee, inbox, tags and the linked booking (with its value)
First response time and resolution time in hours
Message counts — customer messages, sent messages, internal notes
Support Agent activity — suggested replies, how many were sent, and how many were sent unedited
Booking actions, split between those performed by the agent and by your team
Agent Resolved status, the resolution state and the date the resolution was finalised for billing

Filter by status, priority, assignee, inbox, Agent Resolved, dates and whether the ticket was imported during setup, and export to CSV like any other report.

Agent Resolved tickets

A ticket is Agent Resolved when the Support Agent handled it end to end: it wrote every message sent to the customer without meaningful edits from your team, and performed any booking actions itself.

Agent Resolved tickets are how Support Agent usage is billed — you only pay for tickets the agent fully resolves.

Learn more → Agent Resolved tickets and billing

Tips

Keep your website content, policies and terms up to date — the agent learns from them.
Review your Playbooks after setup
Add AI Memory entries for anything not written down elsewhere.
Create Email Snippets for common responses.
Review every draft before sending.

Agent Resolved tickets and billing
How to set up your own email domain on Easol

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