Outlook Support Agent
Turns every support email in Outlook into a reply draft grounded in your Notion pages and your policies, ready for a person to read and send.
Support email is slow not because the answers are hard, but because someone has to go and find them first. This agent reads the whole conversation, searches your Notion knowledge base, and leaves the answer waiting in Outlook as a reply draft. You change what you want to change and hit send yourself, so nothing reaches a customer that a person did not read first.
## What people use it for
- **Cover the unstaffed hours** - An email landing at 02:00 already has a drafted answer attached when the first person opens the inbox. Someone else did the reading and the page hunting overnight.
- **One answer, whoever sends it** - Drafts are built from your playbook and your Notion pages, so the fifth reply about the same policy matches the first four no matter who is on the inbox.
- **New hires start grounded** - Week one is editing a drafted answer rather than guessing at policy. The drafts double as training in how your team writes to customers.
- **Nothing leaves without a human** - The agent has a draft tool and no send tool. The worst case is a draft you disagree with, and anything it could not settle carries a NEEDS A HUMAN line on top.
## Before you fork
**What do I need in place before it starts drafting?**
Two connections: the Outlook or Microsoft 365 mailbox your support mail arrives in, and Notion with the relevant pages shared. After that, the playbook and the knowledge base notes are what actually decide draft quality, so spend your time there. A thin knowledge base will not break anything, it just means more drafts that say the team is looking into it.
**Could it ever send an email to a customer?**
No. Drafting is the only mail ability it has, so a draft you dislike sitting in Outlook is the worst outcome available to it. Anything it could not ground fully is marked NEEDS A HUMAN on the first line, before the greeting. Money, cancellations, account access and anything legal or security related get an acknowledgement and nothing else, because those are yours to decide.
**How do I keep the drafts sounding like us?**
The playbook carries your tone, your sign-off and the promises you allow, and the agent is told to answer only from it and your Notion pages. Run the test runs, read the drafts, and rewrite the playbook line the agent got wrong, which is a faster loop than editing instructions. Most teams have the voice right after a handful of drafts.
