Email Customer Assistant
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About this skill
Problem
In email support, the hard part is not seeing mail, but separating refunds, complaints, after-sales, pricing inquiries, and greetings from one inbox. Manual triage can let urgent items sink, while multilingual replies depend on individual experience. This skill targets teams that use IMAP mailboxes and turns reading, classification, reply drafting, and Feishu notification into a read-only workflow.
How It Works
It connects to an IMAP mailbox such as QQ, 163, enterprise mail, or Gmail and reads messages. It then classifies mail into four levels: 🔴 Urgent, 🟠 Important, 🟡 Normal, and 🟢 Can Wait, using keywords such as refund, complaint, urgent, invoice, and logistics. After that, it calls an OpenAI-compatible API to generate reply suggestions in Chinese, English, Japanese, and Korean, with Japanese and Korean using formal tone. Replies require user confirmation before sending, while the skill only pushes summaries to a Feishu group chat or DM.
Boundaries
The skill is read-only: it does not send, delete, or modify email and does not access third-party platform APIs. Availability depends on provider terms, IMAP permissions, AI API setup, and Feishu webhook setup. Higher mailbox counts, daily limits, or custom rules may require the corresponding plan.
Use Cases
- Support agents review after-sales mail from QQ/163 IMAP and flag refunds, complaints, and repair cases with Chinese drafts.
- Cross-border sellers process English pricing and logistics inquiries with AI triage and business-style reply suggestions.
- Japan-site support teams classify Japanese greetings and service mail, then push formal reply drafts to Feishu.
- On-call owners push daily urgent complaint summaries to Feishu groups to handle refunds, complaints, and urgent mail first.
Best For
- Support agents who handle after-sales and complaints from QQ/163 mail and need fast refund or repair triage
- Cross-border ops managers who split English client mail by urgent/important and draft business replies
- Cross-border support agents who need formal Japanese reply suggestions for customer mail
- On-call owners who need daily urgent complaint summaries pushed to a Feishu group
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