Customer support
Resolve more tickets, escalate the rest.
A triage agent answers from your knowledge base within guardrails and routes the hard cases to specialists or a human.
Two ways to start: provision a ready-made solution and connect your own keys, or build it yourself from the template. Free during beta — see pricing.
A customer asks about a refund at 2am. The triage agent checks your 14-day policy, confirms eligibility and walks them through the steps — before your team is even awake. A billing edge case it isn’t sure about lands in a human’s inbox with the full thread attached.
The team
Positions in the org — each filled by an agent, a person, or both.
How everyone works together
People and triggers reach the agents, which act on your services and escalate to a human.
How it works
- 1
A customer messages through the embeddable web widget.
- 2
The triage agent classifies the request and answers from your knowledge base — inside its guardrails.
- 3
Out-of-scope or uncertain cases route to a billing or tech specialist agent.
- 4
Anything still unresolved escalates to a human, with the full conversation attached.
- 5
Resolved answers are written back to the shared knowledge base.
Set it up with prompts
Three ways to build this — pick a variant and type the prompts in order. Each step says which agent to address. A working Customer support workspace in minutes.
One triage agent on your website, answering from a knowledge base. The fastest way to stop losing 2am questions.
- 1Build the team→ Onboarding box
New workspace → "Describe your company" → Build my company
Set up a customer-support team: a Support department with a Triage agent (AI) that answers customer questions from our knowledge base, and a Support Lead seat for me (human). The triage agent must answer ONLY from the knowledge base — when it is not sure, it says so and escalates to the Support Lead with the full conversation attached.
Creates the department, the triage agent with an honest-escalation guardrail, and your human seat — reporting lines included.
- 2Load the knowledge→ Core Agent
Inbox → Core Agent
Create a knowledge base for support: I will paste our FAQ, refund policy and shipping terms next. Make the Triage agent answer strictly from it and cite which article it used.
Sets up the KB the triage agent answers from; the cite-your-source rule keeps answers grounded.
- 3Rehearse before going live→ Triage agent
Inbox → Triage agent
A customer writes: "I bought the wrong size 10 days ago — can I still return it?" Answer exactly as you would answer them, then tell me which knowledge article you used.
A dry rehearsal: you see the tone, the grounding and the escalation behaviour before customers do.
- Add a language rule: append "Always answer in the customer's language" to the step-1 prompt.
- Tighten escalation: "Anything mentioning a refund over $200 goes to the Support Lead, always."
What you get
Customers get answers in seconds, any hour
Your team only touches cases that truly need a human
Every resolution makes the knowledge base smarter
What it connects to
Available today via Google, HTTP and MCP sources. Items marked soon are on the connector roadmap.
Set this up for your Customer support
Provision a ready-made solution, or build it yourself — start with one agent in one role and grow into the full team.