Playbook: AI-powered customer support

Business goalCopy Anchor Link

Resolve common questions instantly, and send only the hard ones to your team with the context they need.

What you needCopy Anchor Link

• An assistant with business knowledge.
• Documents for manuals or policies.
• Human handoff configured.

Configuration stepsCopy Anchor Link

1. Add policies. Under Add policy write your returns, refunds, shipping and cancellation rules.
2. Add FAQs for your top 15 questions.
3. Upload documents (PDF, DOCX, TXT, Markdown, CSV) such as manuals and price lists. Wait for Ready.
4. Set boundaries. Forbidden Actions: "Do not promise refunds", "Do not give medical or legal advice". Set a Fallback Response such as "I'm not sure. Let me bring in a teammate."
5. Define handoff. Add Handoff Triggers: "customer wants to cancel an order", "customer is upset". Choose teammates to notify.
6. Test with the Auto test and add your hardest questions as custom tests.

Customer journeyCopy Anchor Link

1. A customer asks "How do I return an item?" and gets the policy with steps.
2. They ask for something outside the rules. The assistant uses the fallback and a Human support requested status appears.
3. A teammate gets a notification, uses Take over, resolves it and chooses Return to AI.

TipsCopy Anchor Link

• Review a sample of conversations weekly and turn repeated questions into FAQs.
• Re-run your saved tests after every change.

LimitationsCopy Anchor Link

• The assistant can only use information you provide; it cannot look at private systems unless integrated (WordPress, products, services).

Learn moreCopy Anchor Link

• WhatsApp AI agent
• Instagram AI agent