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Agents that answer questions, resolve issues, and manage customer interactions.

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What Support Agents Do

Answer Questions

Respond to inquiries using knowledge bases and documentation.

Triage Issues

Classify and route support tickets to the right teams.

Resolve Problems

Handle common issues autonomously with defined procedures.

Escalate When Needed

Know when to involve human agents for complex cases.

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Example: Smart Ticket Routing

Prompt: 
Whenever a new customer lead is added to our Trello board, 
do research on the companies mentioned there, and attach it to the card.
What the agent does:
  1. Monitors Trello for new cards
  2. Extracts company names from card content
  3. Researches each company (website, size, industry)
  4. Updates the Trello card with findings

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Example: Proactive Monitoring

Prompt: 
Every morning, check my todos in HubSpot and if something seems urgent, 
ping me on Slack.
What the agent does:
  1. Runs on schedule each morning
  2. Retrieves tasks from HubSpot
  3. Evaluates urgency based on criteria
  4. Sends Slack notification for urgent items

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Capabilities Needed

CapabilityPurpose
EmailReceive and respond to support emails
Slack/TeamsInternal communication and escalation
Trello/CRMTicket and customer management
Knowledge DocsReference materials for answers

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Multi-Channel Support

Support agents can handle inquiries across channels:
1

Email arrives

Customer sends email with question.
2

Agent analyzes

Categorizes the request and searches for answers.
3

Response sent

Replies via email with solution or asks for clarification.
4

Escalation if needed

Notifies human support via Slack if issue is complex.

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Best Practices

The more context the agent has, the better it can answer questions.
Specify when the agent should involve a human.
Define tone, style, and what information should/shouldn’t be shared.
Review interactions to continuously improve the agent’s knowledge.