DP-02 Customer service

Support Agent

Support debt compounds. Every ticket that waits a day teaches a customer to churn. The Support Agent answers the repetitive questions from your own documentation and hands the hard ones to your team with the context already gathered.

Where it fits · used in

Customer service

Put the Support Agent in your process See how we work

TICKET-8841.RESOLVED

Ticket:   #8841 · "Where is my order??"
Priority: Normal · Sentiment: frustrated
Status:   RESOLVED — 94 seconds

Hi Dana — sorry for the worry. I checked order #10382:
it left our Reno warehouse yesterday and is out for
delivery today before 8 PM. Tracking: 1Z...884.

I've also added a 10% code to your account for the delay
on the original ship date. Anything else, just reply here.

→ Policy applied: "delayed-ship apology credit ≤10%".
→ Customer replied: "wow, thank you!" · CSAT 5/5.

Sample output

Job Description

What the Support Agent does all day

Ticket triageClassifies, prioritizes, and routes every incoming ticket in seconds.
Instant answersResolves common questions from your help docs, policies, and past tickets.
Order & account lookupsPulls order status, account details, and history to answer without escalating.
Smart escalationHands complex cases to your team with a summary, history, and suggested reply.
Macro draftingDrafts responses for human agents to approve on tickets it can't fully close.
CSAT follow-upSends satisfaction checks and flags unhappy customers for a human touch.

Integrations

Works inside the systems you already run

We connect it to your systems during the build, including tools that aren't on this list. Don't see your tool? Ask us.

Zendesk
Freshdesk
Intercom
Help Scout
Gmail / shared inbox
Shopify
Slack

You Hold the Leash

Oversight, built in

You set the resolution boundaries: which topics it may close solo, refund/credit limits it may apply, and what always escalates. Every resolved ticket is logged with the reasoning shown, and you can audit any conversation in one click.

How Draft / Approve / Autopilot modes work

FAQ

About the Support Agent

What does it learn from?

Your help center, policy docs, macros, and (optionally) historical tickets. We connect each source during the build, so there's no technical work on your side.

Can it issue refunds?

Only within limits you set, and only if you enable it. Most builds keep anything involving money in Draft at first and loosen from there.

What about angry customers?

Sentiment detection routes hostile or high-stakes conversations straight to a human, with the full history attached so nobody asks the customer to repeat themselves.

Works Well With