Customer support
Email and phone for your customer support agent
A dedicated support identity gives customers one place to write or call while your application decides what the agent can resolve and when a teammate should step in.
Request AccessStart with the customer's channel
A customer emails help@yourcompany.com about a failed setup and includes an order reference. Another customer calls the support number because explaining the issue aloud is easier. Both reach a company-controlled identity dedicated to the support workflow rather than an employee's personal inbox or phone.
Mailrun provides the email and phone infrastructure and makes those channels available through APIs and MCP tools. For a live phone conversation, your agent connects through a webhook call flow. Your support application supplies the customer record, product context, approved answers, and the model that conducts the interaction.
Carry useful context into escalation
Suppose the agent can explain setup steps but cannot authorize a refund. It gathers the relevant facts, confirms what the customer is asking for, and hands the case to the right teammate. The teammate should receive the email thread or a call summary, the referenced account, and the unresolved decision—not a vague alert that someone needs help.
Your team defines that handoff. It chooses which systems the agent may read, what it may update, and which actions need human approval. Mailrun transports the conversation, while your support application supplies the policy and account context.
Keep the support identity dependable
A dedicated identity also makes change easier. If you replace the model or rebuild the support runtime, customers can continue using the same address and number. Your company redirects the channels after testing the new workflow and its escalation paths.
Conversation memory and tool access do not automatically move to the replacement. Your application must preserve the records it needs, reconnect integrations, and grant permissions deliberately. This produces a cleaner operational boundary: customers have a familiar destination, teammates receive structured handoffs, and the company controls what the agent may do. Founder-led integration support helps you connect and test that workflow.
LET’S BUILD SOMETHING USEFUL
Bring us your workflow.
Access is coming soon.