AI customer support agent for email and tickets
An AI customer support agent is an AI agent that answers customers in writing, the way a support representative does. A Monmo agent reads each email or ticket as it arrives, checks the order and the account in your apps, drafts the reply and asks once before a batch is sent. Phone calls, upset customers and what remedy is fair stay with you.
Updated 2026-11-13 · Free to start. Paid plans from $15 a month.
The job description, line by line
Each line is a duty that appears in typical job descriptions for this role. Beside it is how the agent handles that line and how far it goes on its own.
- Does itResearch, reading, drafting and building. Nothing leaves your business.
- Does it, asks firstThe last step sends, posts, pays or changes a record, so it shows you a card first.
- Prepares it, you decideThe line needs your judgement. The agent brings the facts and a recommendation.
- Stays with youCalls, meetings in person, signatures and relationships.
| # | In the job description | How the agent does it | How far it goes |
|---|---|---|---|
| 01 | Answer customer questions by email, live chat and social media messages. | Reads each new email in Gmail and each ticket in Zendesk or Intercom, checks the facts and drafts the answer in your voice. Routine replies wait together on one card. Chat and social messages are drafted the same way, so they also wait for you. | Does it, asks first |
| 02 | Take inbound phone calls and call customers back when needed. | Agents do not make or take phone calls. When a customer asks for one, it adds them to a callback list in Google Sheets with the order, the history and the question, so whoever rings is prepared. | Stays with you |
| 03 | Work out what is wrong by reproducing the problem and checking the customer's account. | Finds the order in Shopify and the payment in Stripe, then repeats the customer's steps on your site in its own browser. Its note records what it saw, the likely cause and what is still unclear, with a screenshot. | Does it |
| 04 | Record each contact in the help desk or CRM: the issue, what was done and the result. | After a conversation ends it writes the note for Zendesk or the contact record in HubSpot: issue, cause, action and outcome, plus tags. The day's notes are saved in one go when you approve the card. | Does it, asks first |
| 05 | Process orders, returns, exchanges, refunds and billing changes. | Tests each request against your returns policy, then prepares the refund in Stripe or the exchange in Shopify with the amount and the reason. Every one has its own card, and anything above your limit reaches you undecided. | Does it, asks first |
| 06 | Pass complex cases to the right team and keep the customer updated until resolved. | Drafts the handover for the right team's Slack channel, covering what happened, what was tried and what is needed, plus a holding reply to the customer. Both go when you allow them, and it reminds you while the case stays open. | Does it, asks first |
| 07 | Check back with customers to confirm the fix actually worked. | Three days after a case closes, it looks again: did the parcel arrive, has the error stopped. Then it drafts a two-line email in Gmail asking whether all is well. The week's check-ins go out on a single approval. | Does it, asks first |
| 08 | Write and update help-centre articles and saved replies for common questions. | Each month it reads the tickets, finds the questions asked most and writes or rewrites the article and the saved reply for each in Google Docs. Publishing to your Zendesk help centre waits for your approval. | Does it, asks first |
| 09 | Share bugs, feature requests and recurring complaints with the product, marketing and sales teams. | On Friday it groups the week's conversations into bugs, feature requests and repeat complaints, each with a count and three examples, and drafts a short post for each team's Slack channel. The posts go once you approve them. | Does it, asks first |
| 10 | Spot patterns in tickets and suggest changes that would prevent repeat problems. | Logs every conversation in a Google Sheet by topic, product and cause. Each month it names the three causes behind the most contacts and proposes a fix for each: a clearer product page, a changed email, a product change. | Does it |
| 11 | Calm upset customers and decide on a fair remedy within company policy. | It never answers an angry customer for you. It lays out the timeline from Zendesk and the order from Shopify, what your policy allows, and a draft reply with two possible remedies. You choose one and send it yourself. | Prepares it, you decide |
| 12 | Hit service targets for response time, resolution time and customer satisfaction. | The targets are yours to set and to own. Each morning it shows, from the log in Google Sheets, how long first replies took, which cases are older than two days and the latest satisfaction scores. | Prepares it, you decide |
9 of 12 lines handled by the agent, some after your approval
Where the duties come from. The twelve lines are the duties that appear most often in public job descriptions for customer support and customer service representatives, reworded, and checked against the O*NET task list for customer service representatives. Checked against O*NET OnLine: 43-4051.00 Customer Service Representatives
A week with your AI customer support agent
Reads the message and the thread, looks up the order, drafts the reply and adds it to the next approval card.
Shows you the overnight card: routine replies to allow together, and the hard cases set aside with the facts and a suggested reply.
Prepares the day's ticket notes and tags on one card, and lists every case still open with its age.
Checks that the parcel arrived or the error stopped, and drafts a two-line check-in for the customer.
Writes up the week: topics and counts, how long replies took, and the bugs and requests each team should hear about.
Rewrites the help articles and saved replies behind the five questions asked most often.
What you give it on day one
- Your support mailbox or help desk: Gmail, Outlook, Zendesk or Intercom
- Access to orders and payments, such as Shopify and Stripe
- Your policies on returns, refunds, delivery and warranty, and the refund limit above which you decide
- Ten past replies you were happy with, and the phrases you never use
- Who takes what: the person or team for bugs, billing questions and complaints
- Your service targets, if you have set any
What stays with you
- Phone calls. It keeps the callback list and the notes for each one.
- Upset customers, complaints and any message that mentions a lawyer or a chargeback.
- Refunds and goodwill above your limit, and every exception to policy.
- The service targets you promise, and what to change when they are missed.
Hire one in three steps
- 01
Write the role
Create an agent, name it, and brief it like a new support hire: what you sell, how you speak to customers, what your policies allow and where its authority stops. Paste your policy page if you have one.
- 02
Give it access
Connect the support mailbox or Zendesk, plus Shopify and Stripe, with your own accounts and choose that this agent may use them. It reads past conversations first, to learn your answers and your tone.
- 03
Set the first routine
Ask it to draft replies to today's unanswered messages and show them on one card. Edit what is off, then agree the routine: start when a message arrives, ask before sending, refunds over your limit to you.
First things to ask
- When a ticket arrives in Zendesk, find the order in Shopify and draft the answer. Put routine replies on one card and ask before sending.
- A customer says checkout fails on mobile. Try it on our site, tell me what you see and draft a reply.
- List every case open for more than two days, what each is waiting on, and a draft update for the customer.
- On the first Monday of each month, rewrite the help articles behind the five most-asked questions. Show me before publishing.
Watch it work
A sample replay with example data, sped up. Pause it, scrub through it, or take the mouse yourself.
On screen
Gmail
Shopify
Google Sheets
Pick a job. Watch it get done.
- Order status6
- Returns3
- How-to2
- Need you3
- Why
- They follow your saved policies: order status, returns inside 30 days, care instructions.
- Where
- support@fieldwork.example · 11 customers
- What to expect
- Sends the 11 drafts. The 3 that need you are not sent.
Your team. Connected to everything.
Support log+Sample replays with fictional data, sped up. Pause one, scrub through it, or take the mouse yourself.
Questions people ask
What is an AI customer support agent?
An AI customer support agent is an AI agent that does a support representative's written work: it reads each message, looks up the order or account, drafts the reply, logs the case and reports on what customers ask. A Monmo agent does this on its own computer with your help desk and store, and asks before anything is sent or refunded.
Can an AI agent replace a customer support representative?
It takes over reading, looking things up, drafting, logging and reporting, so routine questions are answered with one approval. It does not take phone calls, calm an upset customer or decide what remedy is fair. Those come to a person with the facts attached, which is where a support representative's judgement matters most.
Is it a chatbot on my website?
No. A chatbot answers visitors in a chat window from a script or a set of articles. A Monmo agent works behind your support address or help desk like a member of staff: it reads the thread, checks the order, drafts the reply and asks before sending. Because replies wait for approval, it suits email and tickets better than second-by-second chat.
Does it answer the phone?
No. Monmo agents do not make or take phone calls and do not send text messages. When a customer wants a call, the agent adds them to a callback list with the order, the history and the question, so the person who rings is ready. Everything in writing, such as email and tickets, it can draft.
What happens when it does not know the answer?
It says so and hands the case to you. If your policies and past replies do not cover a question, the agent does not guess. It sets the message aside with a summary, what it checked and what is missing, and suggests who should answer. Once you reply, it keeps your answer for the next time.
Which help desks and stores does it work with?
Zendesk, Intercom, Gmail and Outlook for conversations, Shopify and Stripe for orders and payments, and many more in the app directory. The agent uses the accounts you connect, with the permissions they have. Where a connection does not cover a step, it can use the app's web version in its own browser.