GuidesLet an agent triage

Let an AI agent answer support

Connect your AI assistant to your support inbox. It reads and sorts conversations, writes notes for your team, and leaves reply drafts for a person to send.

Paste this into your agent once it is connected.

Triage the open conversations in our Rasket support inbox (support@yourdomain.com) using the Rasket MCP tools.
Read the Markdown of Rasket's guide first: /docs/inbox-api/agents.md on the Rasket website.
1. Call list_inbox_channels, then list_conversations with status open.
2. For each one, get_conversation, then add_conversation_note with a one-line summary and what the customer needs.
3. Assign it with update_conversation if the right teammate is obvious; otherwise leave it.
4. Write the answer with save_reply_draft so a person can read and send it. Do not call reply_to_conversation unless I say so.
5. Never open a personal mailbox or anything outside this channel, and stop and ask if a request needs a refund or an account change.

1. Connect with the Inbox tools

The Inbox tools are only offered when you ask for them, so connect to the MCP server with ?toolset=inbox:

claude mcp add --transport http rasket-inbox "https://api.rasket.com/mcp?toolset=inbox"

{
  "mcpServers": {
    "rasket-inbox": {
      "url": "https://api.rasket.com/mcp?toolset=inbox"
    }
  }
}

Sign in when the browser opens and approve inbox:read and inbox:write. The agent then acts as you: it sees the channels you can open, and nothing else.

A Claude connector added in Claude's settings can't reach the Inbox tools yet: it refuses an address with ?toolset= in it. Use Claude Code, Cursor or another MCP client for now.

2. Let it triage

Paste the prompt above. These are the tools it uses:

The Inbox tools
Tool	What it does
`list_inbox_channels`	Your channels, who can be assigned in each, and the team's labels and folders.
`list_conversations`	Conversations by channel, status, assignee, label, folder or place.
`get_conversation`	One conversation: its newest messages, its notes and the customer.
`search_inbox`	Search with the Inbox's own grammar.
`add_conversation_note`	An internal note. It never reaches the customer.
`update_conversation`	Set the status, assign it, change labels or file it.
`save_reply_draft`	A reply in your own drafts, for a person to read and send.
`reply_to_conversation`	Sends from the channel — only after a preview and your yes.
`create_conversation`	Opens a conversation — only after a preview and your yes.

The full list, with every scope, is on the MCP server page.

3. A person sends

The agent writes each answer with save_reply_draft. It waits in your drafts in Rasket Inbox.
You read it, change what you like, and press Send.
If you let the agent send itself, reply_to_conversation shows a preview first and sends only when called again with the token that preview returned.

The expected result: every open conversation has a note and, where the agent could answer, a draft. Nothing reached a customer without a person.

Building your own agent

A program with no person behind it uses an API key with Inbox access Read and reply. It lists what is open, then notes and replies as the key, under the key's name:

curl -X GET "https://api.rasket.com/inbox/conversations?status=open&limit=20" \
  -H "Authorization: Bearer $RASKET_API_KEY" \
  -H "User-Agent: acme-billing/1.0"

const response = await fetch("https://api.rasket.com/inbox/conversations?status=open&limit=20", {
  method: "GET",
  headers: {
    Authorization: `Bearer ${process.env.RASKET_API_KEY}`,
    "User-Agent": "acme-billing/1.0",
  },
});

const data = await response.json();

import os

import requests

response = requests.get(
    "https://api.rasket.com/inbox/conversations?status=open&limit=20",
    headers={
        "Authorization": f"Bearer {os.environ['RASKET_API_KEY']}",
        "User-Agent": "acme-billing/1.0",
    },
)

print(response.json())

curl -X POST "https://api.rasket.com/inbox/conversations/0192f8e1-7a40-7c55-b1e3-0f0a3b6d2e91/notes" \
  -H "Authorization: Bearer $RASKET_API_KEY" \
  -H "User-Agent: acme-billing/1.0" \
  -H "Content-Type: application/json" \
  -d '{
  "body": "Customer since 2024, on the Team plan. Offer the annual discount."
}'

const response = await fetch("https://api.rasket.com/inbox/conversations/0192f8e1-7a40-7c55-b1e3-0f0a3b6d2e91/notes", {
  method: "POST",
  headers: {
    Authorization: `Bearer ${process.env.RASKET_API_KEY}`,
    "User-Agent": "acme-billing/1.0",
    "Content-Type": "application/json",
  },
  body: JSON.stringify({
    body: "Customer since 2024, on the Team plan. Offer the annual discount."
  }),
});

const { id } = await response.json();

import os

import requests

response = requests.post(
    "https://api.rasket.com/inbox/conversations/0192f8e1-7a40-7c55-b1e3-0f0a3b6d2e91/notes",
    headers={
        "Authorization": f"Bearer {os.environ['RASKET_API_KEY']}",
        "User-Agent": "acme-billing/1.0",
    },
    json={
    "body": "Customer since 2024, on the Team plan. Offer the annual discount."
  },
)

id = response.json()["id"]

A key's reply goes out from the channel's own name and address, at most 60 an hour per key.
A key can't snooze, because a snooze is a person's. Set status pending instead.
Every call is on the Inbox API reference.

If something goes wrong

Common problems
Problem	What to do
The agent has no Inbox tools	It connected without `?toolset=inbox`. Remove the server and add it again with the URL above.
`403`	The scope was not approved when you connected, or you are a viewer, who can read and cannot write.
`404`	The conversation is in a personal mailbox or a channel you can't open. Agents never reach those.