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Workflow guide

Support plan for banks and fintechs

Answer published rate, fee, and branch questions from approved pages. Advice, account decisions, and anything that needs an identity check stay with your team.

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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.

Client support

Planning sample

Answer from approved sources

  1. 01
    What’s the fee for an international wire?Fee schedule.pdf
  2. 02
    Which branches are open on Saturdays?Branch and ATM locations
  3. 03
    What’s the difference between basic and premium checking?Account comparison
Boundary

Hand to your team

  • Financial advice and product recommendations
  • Fee waivers and account decisions
  • Anything that needs an identity check
For example
Can you waive the overdraft fee on my account?
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 request for investment advice

    The agent doesn’t advise. It hands the chat to a licensed advisor.

  2. 02

    A lost card or an unknown charge

    The agent shares your 24-hour phone line from the sources and stops.

  3. 03

    Anything that needs an account number

    The agent asks the visitor not to share it in chat and passes the conversation to your team.

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. Chatsy agents answer from the sources you add and don’t connect to core banking systems, so account questions go to your team.

Yes. Add only approved pages, and write in the instructions that anything else goes to a person. Test the questions your compliance team cares about before you publish.

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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