Customer Support Agent
Automatically respond to support tickets, route inquiries to the right team, and resolve common issues β all while maintaining your brand voice.
What This Agent Does
The Customer Support Agent acts as your first line of defense, handling incoming support requests before they reach your human team. It can:
- β Auto-respond to common questions using your knowledge base
- β Categorize tickets by type, urgency, and sentiment
- β Route complex issues to the right team member
- β Escalate urgent issues with Slack/email notifications
- β Track satisfaction and flag unhappy customers
How It Works
Ticket Received
A customer submits a support request via email, form, or chat widget.
AI Analysis
The agent analyzes the message for intent, sentiment, urgency, and category.
Knowledge Base Search
Searches your documentation, FAQs, and previous tickets for relevant answers.
Response or Escalation
Either sends an automatic response or routes to a human with full context.
Configuration Options
Auto-Response Settings
Routing Rules
Supported Integrations
Two-way sync with tickets, auto-update statuses
Handle conversations, update user attributes
Ticket automation, canned responses, tags
Connect any email inbox directly
Example Auto-Response
Hi Jane,
I understand how frustrating it can be when you can't access your account. Let me help you get back in right away!
Here are the steps to reset your password:
- Go to inteliworks.io/reset-password
- Enter your email address
- Check your inbox for the reset link (also check spam)
- Click the link and create a new password
If you don't receive the email within 5 minutes, reply to this email and a team member will assist you personally.
Best,
Support Team @ Inteliworks
Data Schema
Input β Webhook Payload
{
"ticket_id": "TKT-4521",
"customer_email": "jane@example.com",
"customer_name": "Jane Doe",
"subject": "Can't login to my account",
"body": "I've tried resetting my password...",
"priority": "normal",
"source": "email",
"customer_tier": "pro"
}Output β Agent Response
{
"action": "auto_respond",
"category": "account_access",
"sentiment": "frustrated",
"urgency": "medium",
"confidence": 0.92,
"response": "Hi Jane, I understand...",
"suggested_articles": [
"how-to-reset-password",
"email-not-receiving"
]
}Performance Metrics
Track your support agent's performance in real-time:
Best Practices
β Do: Train with your actual tickets
Upload past support conversations to improve response quality.
β Do: Start with draft mode
Review AI responses before enabling auto-send to ensure quality.
β Do: Set up escalation rules
Define clear paths for issues the AI shouldn't handle (refunds, legal, etc.)
β Don't remove human oversight completely
Always have a human available for complex or sensitive issues.
β Don't ignore negative sentiment
Configure escalation triggers for angry or frustrated customers.
Ready to Automate Your Support?
Deploy the Customer Support Agent in minutes and see results immediately.