- AI-Agent
- Ready to Run
Answer Support Chats
Answer routine questions and hand off chats that need a person
Use this Agent instantly or customize it - no programming needed
- Customer messageCustomer message
Your customer's new message gives the Agent the question to answer.
- Customer detailsCustomer details
Your customer's name helps the Agent make its reply personal when available.
- Conversation historyConversation history
Your recent chat messages give context for the customer's latest question.
- Current responderCurrent responder
Your chat's current responder shows whether a support person has taken over.
- Approved help articlesApproved help articles
Your published help articles provide answers the Agent can share with customers.
- Handoff rulesHandoff rules
Your choices identify questions that need a person and the team that takes them.
- Reply styleReply style
Your chosen greeting and tone guide how the Agent responds to customers.
Your support chat supplies new messages and help articles, then carries replies and handoffs to your team.
- Handoff acknowledgmentHandoff acknowledgment
Your customer sees a message in the chat saying a support person will take over.
- Support handoffSupport handoff
Your support team receives the same conversation with the customer's question and chat history.
- Customer answerCustomer answer
Your customer gets a personal answer in the original chat with a relevant help article link.
This Agent waits for a customer question in support chat. It checks the recent conversation and help articles you approve. It answers in the chat or hands the chat to your support team.
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Customize this Agent to fit your needs using natural language.
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ClickUpUsed as:
- Support chat
ClickUp supplies new messages and help articles, then carries replies and handoffs to your team.
ZoomUsed as:
- Support chat
Zoom supplies new messages and help articles, then carries replies and handoffs to your team.
BrevoUsed as:
- Support chat
Brevo supplies new messages and help articles, then carries replies and handoffs to your team.
Help ScoutUsed as:
- Support chat
Help Scout supplies new messages and help articles, then carries replies and handoffs to your team.
Made for your industry
Answer Support Chats is made for businesses in these industries.
- Retail
Answer shoppers' order questions and pass complex chats to staff.
Show all Agents for the Retail industry - Software
Answer product questions from help articles and hand off unresolved chats.
Show all Agents for the Software industry - Financial Services
Answer general account questions and pass sensitive chats to staff.
Show all Agents for the Financial Services industry - Hospitality
Answer guest questions about stays and pass unresolved chats to staff.
Show all Agents for the Hospitality industry - Insurance
Answer policy questions from approved articles and pass complex cases to staff.
Show all Agents for the Insurance industry - Video Games
Answer player account and gameplay questions, then hand off unresolved chats.
Show all Agents for the Video Games industry - Telecommunications
Answer service and billing questions, then hand off cases needing staff.
Show all Agents for the Telecommunications industry - Travel and Tourism
Answer booking questions and pass trip problems to travel staff.
Show all Agents for the Travel and Tourism industry - Web Hosting
Answer setup questions from help articles and pass site issues to staff.
Show all Agents for the Web Hosting industry - Energy and Utilities
Answer service questions and pass unresolved billing chats to staff.
Show all Agents for the Energy and Utilities industry - Consumer Electronics
Answer device setup questions and pass unresolved chats to support.
Show all Agents for the Consumer Electronics industry
Made for your role
Answer Support Chats is made for people in these roles.
- Customer Service Manager
Answer repeat chat questions and send unresolved conversations to staff.
Show all Agents for the Customer Service Manager role - Customer Service Representative
Answer common chat questions and bring unresolved threads to the team.
Show all Agents for the Customer Service Representative role - Customer Support Coordinator
Answer routine chats and pass open questions along with their history.
Show all Agents for the Customer Support Coordinator role - Technical Support Engineer
Answer documented product questions and hand off issues needing diagnosis.
Show all Agents for the Technical Support Engineer role
Made for your department
Answer Support Chats is made for people in these departments.
- Customer Service
Answer common customer chats and hand off unresolved threads with context.
Show all Agents for the Customer Service department - Technical Support
Answer documented product questions and hand off unresolved chats with history.
Show all Agents for the Technical Support department
How Answer Support Chats works
6 steps, in order, on every run.
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Read the Current ChatRead the new question and recent messages. Confirm the chat still belongs with the AI responder before continuing.
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Find a Help ArticleSearch the help articles you approve and read relevant results. Use the recent chat to understand what the customer needs.
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Decide Whether to AnswerCompare the question with your help articles and staff-only rules. Choose an answer when the articles support it, or mark the chat for handoff.
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Reply in the Same ChatSend a personal answer with the relevant article link when the article helps. Tell customers with unresolved questions that support will take over.
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Hand Off Unresolved ChatsTransfer unresolved chats to the support team you choose. Keep recent messages with the conversation so staff can see the context.
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Check the Chat OutcomeConfirm the answer appears in chat or the transfer reaches your team. Leave failed chats open for staff and show the failure in the support workspace.
How to Get Started
Connect the tools you already use, such as ClickUp, Zoom or Brevo.
4 tools
- Choose the customer support messaging channel and connect the AI responder to new customer messages.
- Publish the approved help articles the Agent may use for answers.
- Choose the support team that receives unresolved chats and the kinds of questions that always require a person.
- Set the greeting and reply tone for customer messages.
Use safe mode to approve every result before it goes out, or let the Agent run automatically.
FAQs
Frequently asked questions about the Answer Support Chats:
You choose the support chat channel and publish help articles. You also choose your handoff team and staff-only questions. Set the reply tone before it starts.
Yes. You choose the staff-only question types and the support team that receives unresolved chats.
Your customer gets a message that a support person will take over. Your chosen team receives the chat with its recent messages.
The Agent stops without sending another reply, so your staff can continue the conversation.
It stops and asks you. The Agent does not guess when it reaches a decision you have not approved.
Yes. Every run creates a plain-language log that you can review and export. Logs are kept for twelve months.
The Agent stops at the end of the billing month and its tool connections are removed. Your run logs remain available for twelve months.
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