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Workflow guide

Support plan for telecom providers

Answer plan, device setup, and troubleshooting questions from your published guides. Contract changes, fees, and outages go to 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.

Plan support

Planning sample

Answer from approved sources

  1. 01
    How do I turn on Wi-Fi calling?Device setup guides
  2. 02
    Which plan includes hotspot data?Plan comparison
  3. 03
    What should I try if my router keeps dropping?Troubleshooting guide.pdf
Boundary

Hand to your team

  • Contract changes and fees
  • Account and SIM changes
  • Outages that need a technician
For example
Can you waive the early termination fee on my contract?
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

    An outage in one area

    The agent shares your status page and passes the chat to support.

  2. 02

    A SIM swap or number move

    Identity checks are needed, so the agent hands the chat to a person.

  3. 03

    The guide’s steps didn’t work

    The agent creates a support ticket for a technician with the chat attached.

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. It walks customers through your published troubleshooting steps and hands unresolved issues to your team.

No. Plan and contract changes need an identity check, so the agent hands them 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.

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