Agents /
Custom agent workflow · Canada Rail Vacations
Traveller Service Agent
A Claude email agent that drafts every reply from answers CRV has approved. It never sends one.
What was broken
Guests ask the same things every day. The shared sales inbox kept growing, and CRV’s travel agents answered the same questions by hand, one email at a time. Agents spent a large part of their day writing out answers they had already given many times, often tracking down the right colleague to confirm the details.
What shipped
An email agent on Claude. It reads each inquiry, searches CRV’s approved knowledge base, and leaves a ready-to-review draft in Gmail. A reply is now a quick review and a click of send. The knowledge base has grown from 842 Q&A examples to more than 5,366 indexed rows, 6.4x more verified context for the agent to draw on, in a matter of weeks.
The constraint
It never sends an email.
Who uses it
CRV’s travel agents. Every draft is reviewed by a person, and anything the agent can’t answer goes to a human travel expert. The CRV team owns and maintains the knowledge base in-house. New content passes an approval queue first, and every upload is versioned, so an entry can be retired or rolled back.
Drafts are waiting in Gmail. A reply is a quick review and a click of send.
The agent’s spec
- Model
- Claude
- Tools
- N8N workflow · Gmail drafts · custom Knowledge Base UI
- Data
- Three layers, used in strict order: approved answers, knowledge base, documents and URLs
- Cadence
- Shared inbox checked every 60 seconds
- Access
- Gmail label is the on/off switch · every draft reviewed · all messages logged
- Cannot
- Send an email, or answer from outside approved content.
