Use Case

Otis for support teams

Extract ticket fields from customer emails and draft consistent replies across your team, without connecting your inbox or ticketing system to another AI.

The problem

Support teams handle dozens or hundreds of emails daily. Many are variations of the same issues: password resets, billing questions, feature requests. Each one needs to be read, categorised, and replied to with the right tone and information.

Most AI email tools can help, but they require full inbox access. For teams handling sensitive customer data, that is a non-starter. Your compliance team, your clients, or your own judgment tells you not to give a third-party AI permanent access to every email in the inbox.

How Otis helps

Otis works by email forwarding, not inbox integration. Your team forwards specific emails to Otis when they need help. There is no automatic reading, no account connection, and no ongoing access.

Step 1
Forward a customer email
A team member forwards a support email to [email protected] to pull out structured data, or [email protected] to get a reply draft.
Step 2
Otis processes the email
For extractions, Otis identifies the customer name, issue category, urgency, account details, and any other fields you have configured. For drafts, Otis generates a reply using your team's tone and policies.
Step 3
Get results back via email or webhook
Otis replies with the extraction or draft. If you have webhooks configured, the data is also sent to your ticketing system, Slack, or CRM automatically.

Example workflows

  • Email to Jira ticket: Forward to [email protected]. Otis extracts customer name, issue type, and priority. Webhook sends the data to Jira via Zapier, creating a pre-filled ticket.
  • Consistent replies: Forward to [email protected]. Otis drafts a reply following your team's tone guide and knowledge base. The agent reviews, edits if needed, and sends.
  • Thread summary for escalation: Forward a long back-and-forth to [email protected]. Otis produces a concise summary with key points and action items, which you can paste into your escalation notes.

Why not just use an inbox-connected AI?

Inbox-connected tools see every email in the account, not just the ones you want help with. For support teams handling customer data, medical records, financial details, or confidential business communications, that level of access may violate your data processing agreements or internal policies. Otis only sees emails your team explicitly forwards.

What Otis does not do

Otis does not replace your ticketing system, send emails on behalf of your agents, or auto-reply to customers. It is a drafting and extraction tool. Your team always reviews and sends the final message.

Related

Try Otis with your support team. 10 free emails, no credit card.

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