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Workflow guide

Plan your internal help desk agent

Answer IT how-tos and HR policy questions from your internal docs, so the team stops asking in chat threads. Approvals and personal cases stay with IT and HR.

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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.

IT and HR help

Planning sample

Answer from approved sources

  1. 01
    How do I connect to the office printer?IT how-to guides
  2. 02
    How many vacation days do I get?Employee handbook.pdf
  3. 03
    When is open enrollment?Benefits overview
Boundary

Hand to your team

  • Leave approvals and pay questions
  • Access requests and security incidents
  • Personal or sensitive cases
For example
Can you approve an extra week of leave 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

    A request for new access

    The agent creates a support ticket for IT instead of sharing credentials.

  2. 02

    A personal or sensitive case

    The agent stops and hands the chat to HR.

  3. 03

    A possible security incident

    The agent points to the security contact in your handbook and passes the chat to IT.

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.

The ones your team answers most in chat threads: IT setup guides, the leave policy, and the benefits overview. Add one set, test it, then add the next.

No. Agents can’t approve leave or grant access. They answer from your docs and hand approvals to IT or HR with the conversation attached.

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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