Skip to content

Workflow guide

Support plan for shipping companies

Answer service area, transit time, and customs questions from your published guides. Damage claims and delivery exceptions go to your team.

Build an agent for freeCheck available integrations

What the visitor sees

Questions to test

What the agent answers, and what stays with your team.

Use these questions as test prompts. Each one should be answered from the source under it. Account-specific answers need authentication and a supported connection.

Shipping help

Planning sample

Answer from approved sources

  1. 01
    Do you pick up on Saturdays?Service areas
  2. 02
    What paperwork do I need to ship to Canada?Customs guide.pdf
  3. 03
    How long does ground freight take coast to coast?Transit times
Boundary

Hand to your team

  • Damage and loss claims
  • Delivery exceptions and rerouting
  • Customs holds
For example
Can you pay for the damage to my shipment today?
Planning guide. The examples on this page help you scope a test. They do not mean every provider, data source, or action is already connected.

Handoff rules

Write down where the agent stops.

When it does, your team sees the whole chat, not a summary.

  1. 01

    A late or missing shipment

    Agents can’t look up tracking, so the agent hands the chat to your team.

  2. 02

    Goods held in customs

    The agent shares the customs guide, then passes the chat to a broker.

  3. 03

    A damage claim

    The agent creates a support ticket with the shipment details.

Not every job belongs to an agent. Emergencies, licensed advice, and decisions nobody has approved stay with people. See the stop conditions

What your team sees

A safer first version

Four steps, one pilot review.

Record a baseline before the test, use the same time window after it, and keep the result tied to your own conversation data.

  1. 01Choose one support job
  2. 02Add approved sources
  3. 03Set action and handoff rules
  4. 04Run a private test

Sample measurement checklist

Pilot review

Pilot review progress: 0/4

Questions before setup

Decide the rules before customers see it.

No. Tracking lookups need a connection to your systems, which agents can’t run yet. The agent explains transit times and hands tracking questions to your team.

Yes, from the customs guides you add. Keep one guide per region current, and hand rulings and holds to your team.

Account-specific lookups and actions in another system need a supported integration and the right permissions. Check the integrations directory before including either in the workflow.

Use real questions with sensitive data removed. Compare each answer with the approved source, test the handoff, and record any missing or incorrect answer before making the agent public.

More workflow guides

Plan another support job.

All solutions

Test one narrow workflow first.

Start with five real questions, remove sensitive data, and compare every answer with the source your team approved.

Build an agent for freeTalk through your workflow

No credit card required