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Workflow guide

Plan your customer support agent

Answer product and billing questions from your help content, in the language the customer writes in. Exceptions and upset customers go to your team with the transcript.

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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.

Support assistant

Planning sample

Answer from approved sources

  1. 01
    How do I reset my password?Help center articles
  2. 02
    When is my card charged each month?Billing FAQ
  3. 03
    How do I export a report?Product guide.pdf
Boundary

Hand to your team

  • Policy exceptions and refunds
  • Upset customers and complaints
  • Changes to a specific account
For example
Can you make an exception to the policy for me?
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

    The customer asks for a person

    The agent hands the chat over at once, without another answer.

  2. 02

    A refund or policy exception

    The agent explains the policy and passes the decision to your team.

  3. 03

    No source covers the question

    The agent says so and hands the chat to your team, and the question shows up in your knowledge gaps.

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.

Yes. It replies in the language the customer writes in, using your sources. Test each language you support before you publish.

Handoffs appear in Live chat with the full transcript. A teammate replies from the dashboard, and the customer sees the reply in the same widget.

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.

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