Use casesWorkflow
Turn support emails into useful answers.
Give your support workflow a mailbox. Receive the question, load the conversation and let your agent prepare a response or hand it to a person.
Keep the customer’s conversation together
A support email can start a ticket, request missing information or continue an existing case. Robotomail gives that workflow a stable address, incoming-message events and APIs for message and thread context.
Your application owns the help content, customer permissions, ticket status and handoff. Let the agent handle a bounded task, such as drafting an answer from approved documentation, before allowing automatic sends.
Connect intake to your support system
- Create a mailbox for the support address and verify the account before sending. Use a verified custom domain when you need your own identity.
- Connect incoming mail through a webhook, SSE or polling. Verify webhook signatures using raw request bytes before parsing.
- Fetch the message and relevant thread. Map that conversation to the customer and ticket in your application.
- Generate a response from authorized information, then validate recipients and the proposed action.
- Send the approved reply from the same mailbox. Use the original RFC Message-ID in
inReplyTo.
Follow receive and reply for the exact API fields and payloads.
Define where the agent asks for help
Use a human handoff for account ownership questions, uncertain answers, billing disputes and sensitive requests. A known email address does not independently prove that the sender is authorized to change an account.
Your application can forward a concise case summary to the right team or update the ticket in its existing support system. Include only the information that owner is permitted to see. Record the handoff and suppress further automatic replies while a person owns the case.
Measure resolution and recovery
Track the time to a useful first response, successful resolutions, escalations and repeat contacts. Measure the customer outcome separately from an API send or delivery event.
Test duplicate notifications, a delayed reply, an attachment and a worker restart. Store processed message IDs so retries do not create duplicate tickets or responses. Keep a recovery path for unprocessed mail and monitor inbound volume and storage. See email delivery and agent email security.
Turn email into a ticket your team can act on
Receive a message at your support mailbox and use a message.received event to start intake. Verify the webhook, fetch the message and relevant thread, then create or update a ticket in your own support system.
Store the ticket-to-thread mapping in your application. Use the message ID to avoid creating duplicate tickets on retried events. Add the customer's request, a concise summary and the context the next owner needs. Keep private account data behind your existing authorization checks.
Your application owns ticket status, assignment, priority, service targets and escalation. Robotomail provides the email transport and conversation data. Let an agent draft a grounded answer, route uncertain requests to a person, then send the approved response from the support mailbox.
For a reply, use the original RFC Message-ID in inReplyTo; use the API's message ID for retrieval. Test that a customer's follow-up returns to the same ticket before enabling automatic replies.
Give security reports a clear intake path
A dedicated address can receive vulnerability reports and other sensitive support requests. Acknowledge receipt, assign a human owner and keep the report and attachments out of broad customer-support automation.
Do not automatically execute a supplied reproduction script, follow untrusted links or disclose account details. Limit the people and tools that can read the report and preserve the information needed for investigation.
This is a pattern for your organization's report intake. It does not establish a Robotomail bounty, reward amount, legal safe harbor or disclosure program. Publish your own reporting policy and use human review for scope, remediation and any response commitments.