> For the complete documentation index, see [llms.txt](https://eirin-ai.gitbook.io/eirin-ai-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eirin-ai.gitbook.io/eirin-ai-docs/connect-your-sources/support-email.md). # Support email Connect your studio's support mailbox so Eirin reads what players write in and drafts a reply for every message, each one waiting for your approval. Connecting your support mailbox lets Eirin read the mail players send to your support address and draft an answer to each one. Support mail is private correspondence, so this source works differently from the others in one important way: **every reply waits for a person to approve it.** Eirin never sends a support email on its own. {% hint style="info" %} Support Email is shown in **Sources** only when it is enabled for your studio. If you don't see it, reach out to the Eirin team. {% endhint %} ## Prerequisites * A Google mailbox that receives your player support mail, for example `support@yourstudio.com`. * Access to that mailbox's Google sign-in, since the authorisation happens in Google. * You are the agent's manager. Only the manager can connect or disconnect sources. {% stepper %} {% step %} ### Switch Support Email on Open the agent's profile and click the **Sources** tab (or do this on the **Sources** step while hiring). Under **Support**, switch on **Support Email**. There is no address to type: Eirin reads it back from the mailbox you connect. {% endstep %} {% step %} ### Connect the mailbox Click **Connect Support Email**. You're taken to Google to sign in to the support mailbox and grant access, then returned to Eirin. ![The Support section of the Sources step, with Connect Support Email](https://592420414-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FGQPBrXn3FlQhSCpExATE%2Fuploads%2Fgit-blob-9fd0e9b641aab0a4206e049827cbc5d07b729968%2F56_Set-up-Eirin_step3_sources-support-email.png?alt=media) {% endstep %} {% step %} ### Confirm the connection Back on the Sources tab, the Support Email row shows the mailbox as connected. Click **Save sources** if you made other changes. To switch mailboxes later, click **Disconnect / use a different mailbox** and connect again. {% endstep %} {% endstepper %} {% hint style="warning" %} 📸 Screenshot needed: Google's permission screen for the support mailbox, and the Sources row after connecting. {% endhint %} ## One mailbox, several games A support address usually serves every game a studio makes, so each agent you connect it to reads the whole mailbox but only drafts replies for **mail that names its game**, by the game's name in the subject or body, or a link to its store page. A message that names no game is left unclaimed and checked again on the next pass. You can connect the same mailbox to several agents, or a different mailbox to each. ## What Eirin reads from the mailbox * Every message in the mailbox, read and unread. Answered threads matter: your team's own replies are what Eirin learns your support voice from. * The thread each message belongs to, so a draft is written with the earlier messages in view. * Attachments by filename, type and size only. The files themselves are never downloaded, and a draft never claims to have seen one. For the full field list, see [What we track](/eirin-ai-docs/reference/what-we-track.md). ## Replying to support mail Switch replies on under **Reply setup → Social connections**. The row reads "replies on: each draft waits for your approval", because for this source that is always true: * **Every support reply needs your approval.** Even with replies on, nothing is sent until you approve it in the queue. There is no automatic posting for support mail. * **Every email gets a draft.** Eirin does not skip support mail on its own. A player who wrote in always appears in **Needs you** with a draft, so the queue is the complete record of what arrived. * **Replies go into the player's own thread**, from the connected mailbox, as a private email. There is no length limit, and one open reply per thread. * **A failed send is not retried.** Email has no safe retry, so a reply that failed to send stays marked as failed rather than risking a duplicate. Answer it from your mailbox instead. Queue cards for support mail also list the player's attachments by name and show how many other messages the thread holds. See [Approve and post replies](/eirin-ai-docs/working-with-eirin/approve-and-post-replies.md) and [Set up auto-replies](/eirin-ai-docs/getting-started/set-up-auto-replies.md#discord-instagram-and-support-email). ## Security and control * Access is granted by your Google account through Google's own sign-in. You never share the mailbox password with Eirin. * Eirin reads mail and replies in existing threads. It does not label, archive or delete anything, and it does not start new email threads. * **Revoke any time:** click **Disconnect / use a different mailbox** on the Sources tab. Sending stops immediately. You can also remove Lysto under the Google account's **Third-party apps and services**. ## Next Head back to the [sources overview](/eirin-ai-docs/connect-your-sources/sources-overview.md) to connect another platform. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. 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