Actually, customer support is one of the main use cases for our bot, MailClark.ai

To answer your questions:

> even better if the bot emails us:

Yes, MailClark can do that! More info here: https://mailclark.ai/help/slack-by-email

> tells the user that we will get back to them in 12 hours?

Not at the moment, but we are currently working on automatic replies.

Hope it helps :)