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Use case · Support inbox

An agent answers support. A person takes the hard ones.

Give your support address to an AI agent. It answers in the thread, can be set to reply only, and hands any conversation to a person in one call, with the reason, on the same address.

Get startedRead the guide
Mmaria@helio.fr

Where is my order?

It was due on Monday. And I'd like a refund for the late delivery.

Agent activityWorking
  1. Reading the thread
  2. Firewall: clean
  3. Replying with the tracking link
  4. Handed to dana@acme.dev for the refund

How it works

One address, and a line the agent can’t cross.

The agent works the conversations it owns. The rules about who it may write to, and when a person takes over, are Pidgeon’s.

  • An address customers write to

    support@ on your own domain. Mail to an agent address opens a conversation the agent owns, and a webhook tells your code, with the Firewall’s verdict on the message and never its body.

  • Answers, and nothing else

    The agent replies in the thread. Set the address to reply only and it can write to people who wrote to it, and to nobody else: a support address that cannot cold-mail anyone.

  • A person takes the hard ones

    One call hands a conversation over with the reason. The people who answer as the address get a notification; one presses Take it, or simply replies, and the agent steps back.

Two calls

Answer it, or hand it over.

Everything the agent does to a conversation is one of these, or a label.

The hand-off page and the hand-off guide cover the person’s side: the notification, Take it, and handing it back.

curl
API=https://pidgeon.ai/api/v1

# Answer in the thread
curl $API/messages/$MESSAGE_ID/reply \
  -H "Authorization: Bearer $PIDGEON_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "text": "Your order ships tomorrow." }'

# Or give it to a person, and say why
curl $API/threads/$THREAD_ID -X PATCH \
  -H "Authorization: Bearer $PIDGEON_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "owner_type": "human",
    "status": "human_review",
    "reason": "A refund above what I can approve."
  }'

Triage

A queue a person can work.

What the agent and the team see on every conversation.

  • statusWhere each one stands

    open, waiting, resolved or human_review, set by the agent or a person, and on every thread.

  • labelsSorted as it arrives

    The agent labels a conversation as it reads it, billing or bug or refund, so a person can find the queue that is theirs.

  • assigneeA name on the thread

    Hand a conversation to one person and only they are told. A team on a paid plan filters by Unassigned, Mine, Agent or Everything.

  • draft keyDrafts a person sends

    Start with a key that can write replies but never send them, and a person approves each one, until you trust the agent with more.

Questions

Asked before handing it the inbox.

Can the agent email people who never wrote in?

Not if you set the address to reply only. It can then write only to people who have written to that address before; a block rule always wins, and an allow rule lets it write first to a contact you name.

What does a customer see when a person takes over?

The same address and the same thread. The person replies from the web inbox or from Apple Mail with an app password. Whether to tell the customer that a person has joined is up to you.

What about emails that try to give the agent instructions?

Every inbound message carries a Pidgeon Firewall verdict, clean or suspicious, with the signals that fired: hidden text, instructions addressed to an AI, look-alike senders. Your agent can hand a suspicious one to a person instead of acting on it.

Can several people work the same support address?

Yes, on a paid plan: members share the address, take conversations, and filter the inbox by Unassigned, Mine, Agent or Everything. The free plan has one seat.

Is there a ready-made support agent?

Not yet. Pidgeon gives your agent the inbox, the thread, the reply-only rule and the hand-off; the agent is yours, on the framework you use. The hand-off guide walks through every call.

Give your agent an address.

Paste one prompt, or make the call yourself. It is free to start.

Get startedRead the docs
Any agentprompt

Read https://pidgeon.ai/skill.md and follow the instructions to get your own inbox.

The full API reference is at https://pidgeon.ai/openapi.json

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