Support agent
Summary
The support agent answers customers who write in over WhatsApp, Facebook Messenger, Instagram or the web widget. It advises using the catalog and the knowledge base, files tickets, books appointments and, if the business sets it up, builds orders and takes payments over chat.
In detail
- Answers with what it knows: the business context, the catalog and the documents in the knowledge base. Outside the allowed topics, it uses the deflection message.
- Sells according to its role: informational only, setter (qualifies and books), closer (closes) or both.
- Adapts its approach to each customer type, if they are defined.
- Files tickets (warranties, technical support, sales, PQRS) and escalates them when a person is needed.
- Books appointments on the team's calendar.
- Qualifies each conversation (hot, warm or cold) based on buying signals.
How it hands off to a human: anyone on the team with permission can Take over in the inbox; while it is in Human mode, the AI does not reply. With Return to AI the agent takes over again. The agent also escalates cases by filing tickets that are assigned according to the team's assignment rules.
To get it running you need: the Conversations and Tickets modules (and Calendar for appointments), an AI key, the agent context, documents in the knowledge base, at least one connected channel and a monthly budget.