Phase 5 · Support
What this section covers
When you finish, the support agent replies on the client's channels, files tickets with SLA, books appointments in the calendar, and the team knows how to take over a conversation when a person is needed.
Prerequisites
- Conversations and Tickets modules active (and Calendar for appointments).
- Phases 2 and 3 closed: at least one Meta channel or the widget, and the AI key with a budget.
- Phase 6 · Agent context in progress: without the complete context the agent doesn't reply.
In this section
Activate the support channels
WhatsApp, Messenger, Instagram and widget.
Install the web widget
Domains, policy and code snippet.
Configure tickets
Prefix, BCC and SLA.
Connect calendar and appointments
Workspace and personal calendars.
Define the handoff to a human
Taking over conversations and assignment rules.