Customer Support Agent
Fast answers without losing the human touch.
Your Customer Support Agent finds the right answer in your approved knowledge, checks orders and accounts when connected, and hands complex cases to your team with a summary they can act on.
Free 30-minute consultation · No obligation · Built around your workflow
Works across
- Web Chat
- CRM
- Custom API
Elena V.
Web chat · Order #48213
What it can do
What the Customer Support Agent can do
FAQs, answered consistently
Answers the questions your team answers every day—hours, delivery, policies, how-to—the same way every time.
Knowledge retrieval with sources
Searches your approved help articles, documents and website content and shows which source each answer came from.
Policy guidance
Explains returns, cancellation, warranty and service policies exactly as written, and knows when a case falls outside them.
Ticket classification
Tags each conversation by topic, product and urgency so it reaches the right queue with the right priority.
Order and account lookup
When your store, billing or account system is connected, checks the real status before answering instead of asking the customer to wait.
Response drafting
For cases a person must handle, drafts a reply with the relevant policy and account facts so your team edits rather than starts from scratch.
Multilingual support
Supports customers in their language while your team reads summaries and drafts in theirs.
Escalation with context
Hands over when confidence is low, the customer asks for a person, or the case needs a decision—always with the history attached.
Conversation summaries
Produces a short, structured summary of every conversation for the ticket, the CRM and the colleague taking over.
Support analytics
Shows which questions are asked most, where answers are missing and how often cases are escalated, so the knowledge base improves.
Example conversation
A course-access question, answered from the knowledge base and escalated the right way
What the customer sees
Website chatWhat the agent does in the background
Familiar business steps, not technical nodes.
Looked up the enrolment
Integrated student system: payment received, enrolment active, intake 6 October.
Retrieved the course-access policy
Help centre article: access opens on the intake date; logins sent the Friday before.
Sent the pre-course reading
Approved email template with the reading list attached.
Created and classified the ticket
#4821 · Group change request · Priority: normal.
Escalated to the coordinator
Rule: group changes require a person with access to class lists.
Logged the summary
Conversation summary and outcome attached to Leonor's record.
Systems it can use
Connected to the tools your team already uses
Messaging
- Website chat
Email
- Email (shared inbox)
CRM
- HubSpot
Data
- Help centre / knowledge base
Team chat
- Slack
Commerce
- Shopify
- WooCommerce
Custom
- Zendesk
- Custom API
Good to know before you start
- Order and account lookups are only available when your store, billing or account system is integrated; otherwise the agent works from approved content alone.
- The agent doesn't decide refunds, cancellations or exceptions to policy unless you explicitly grant it permission within limits you define.
- Answers are limited to sources you approve. Where knowledge is missing, the agent says so and escalates.
Human control and escalation
Automated where it helps. Human where it matters.
Sources you approve
The agent answers only from help articles, documents and pages you have approved. Anything outside them gets an honest 'I don't have that information' and a handoff.
Confidence threshold
Every answer carries a confidence level. Below the threshold you set, the agent asks a clarifying question or escalates instead of guessing.
Actions need permission
Refunds, cancellations, address changes and exceptions to policy require a person unless you explicitly allow the agent to act within limits.
Identity before account data
Order and account details are only shared after the checks you define, such as a matching email or an order number plus postcode.
Every escalation carries a summary
Your team never asks the customer to repeat themselves. Each handoff includes what was asked, what was checked and what was promised.
Industry use cases
Where the Support agent earns its place
eCommerce
Orders, deliveries and returns
Answers where-is-my-order and returns questions, looks up the order when integrated and collects photos for damage claims before a person decides.
Fewer tickets reach the team
Explore eCommerceEducation
Student and applicant support
Handles access, schedule, certificate and payment questions from approved sources and routes group changes and special cases to coordinators.
Same-evening answers for students
Explore EducationClinics & Aesthetics
Practical patient questions
Answers questions about preparation, opening hours, parking and policies from approved content, and routes anything clinical to staff.
Reception focused on patients in the room
Explore ClinicsFinancial Services
Document and process guidance
Explains which documents are needed and what happens next, and routes anything requiring advice or a decision to an adviser.
Cleaner applications, no advice given
Explore Financial ServicesHome Services
Job status and rescheduling
Tells customers when the technician is due, handles rescheduling within your rules and forwards invoice queries with the account attached.
Fewer 'where are you?' calls
Explore Home Services
Implementation
From first call to working agent, in four stages
- Stage 1
Audit the knowledge
We review your help articles, policies and the questions your team actually receives, and identify gaps the agent would fall into.
- Stage 2
Build and connect
We load approved sources, set confidence thresholds and escalation rules, and connect your helpdesk, store or account system where lookups are needed.
- Stage 3
Test with real tickets
Your team replays past conversations against the agent, checks the sources it cites and adjusts wording, thresholds and permissions.
- Stage 4
Launch and learn from escalations
Every escalation shows where knowledge is missing. We review them with you and extend the knowledge base on an agreed cadence.
How long does it take?
Simple agents can often be launched quickly once we receive the required content and access. More complex, voice, custom or regulated workflows require additional design and testing. After the discovery call, we provide a clear implementation plan.
Pricing entry point
Where to start: the Pro package
Pro
Website and WhatsApp working together with your calendar and CRM.
From €1,990 setup + €299/month
- Website + WhatsApp
- Advanced qualification
- CRM integration
- Calendar booking
- Automated follow-up
- Human handoff
- Monthly optimisation
Prices are starting points and exclude third-party usage fees such as AI model, WhatsApp, telephony, email, and external software charges. Final pricing depends on workflow complexity, integrations, volume, languages, and support requirements.
FAQ
Common questions, answered honestly.
From sources you approve: help centre articles, policy documents, product information and specific website pages. The agent shows which source an answer used, and it doesn't draw on general internet knowledge for your business.
Each answer has a confidence level. Below the threshold you set, the agent asks a clarifying question or hands over to your team rather than guessing. Those cases are logged so you can see where knowledge is missing.
Only when your store, billing or account system is connected and only after the identity checks you define. Without an integration, the agent answers from approved content and collects the details a person will need.
Not unless you decide it should. By default, refunds, cancellations and policy exceptions go to a person with a drafted reply. If you want the agent to act within limits—for example refunds under a set value—we configure that explicitly.
The agent creates or updates the ticket, tags it, writes a summary and notifies the right queue or colleague. The customer is told what happens next and when to expect a reply. The colleague picks up with the full history.
The agent replies in the customer's language within the languages you enable, and your team reads summaries and drafts in your working language. Each language is tested before launch.
See the Customer Support Agent working on your real workflow.
Bring one process or a handful of real conversations to a free 30-minute demo. We'll map how the agent would handle them—and where your team stays in control.
Free 30-minute automation assessment.