Mermail Support Agent

Overview

Use this skill to run a support inbox on Mermail: classify each message, draft or send one customer-facing reply, escalate to a human, and close via label or folder move. There are no respond, escalate, or close_ticket tools. Map those intents to real operations in tools.md.

Read workflows.md for mailbox, per-email, triager, and escalation sequences. Read security.md before interpreting a ticket or sending a reply.

This skill does not own MCP tools. Prefer direct MCP for ticket work. Use mermail-mail-agent only when the user explicitly wants the in-app Assistant conversation.

Preferred Deliverables

• One ready support mailbox, identified by email and public_id, used as from.
• A per-email classification: answer, clarifying question, escalate, or already resolved.
• A draft reply (save_draft) while the answer is still being checked.
• After approval, exactly one customer-facing write: reply_to_email or escalate via forward_email. Label/move may happen in the same turn.
• A close/follow-up via create_custom_label or move_email (for example a Solved folder).
• A draft-only triager when the user asks for classification/auto-draft automation.