Context stops at the queue
Account, product, billing, prior conversation, and incident details live outside the active ticket.
Support workflows
Build support workflows where context follows the customer, not the ticket
Ground suggested responses in approved sources and escalate uncertain or high-impact cases with full context.
Connect ticketing, CRM, product, billing, knowledge, and engineering systems. Agents retrieve grounded context and prepare actions. Automation handles routing and status. Uncertain, sensitive, or high-impact cases escalate to people.
Example flow
Designed around your controls
- 1
Request
Email, chat, form, or service event
- 2
Triage
Intent, priority, account, and duplicate check
- 3
Ground
Approved knowledge and live account context
- 4
Resolve
Bounded action or human-reviewed response
- 5
Learn
Escalation, status, and knowledge feedback
Operational friction
Where support work loses momentum
Transfers repeat the investigation
Support, engineering, finance, and customer-success teams rebuild the same evidence during escalation.
Knowledge drifts from reality
Recurring issues expose missing or outdated guidance, but the feedback rarely reaches a clear owner.
Workflows we can build
Start with one bounded workflow
These are examples, not claimed customer results. Discovery confirms the systems, permissions, edge cases, and authority required.
Omnichannel intake and triage
Normalize email, chat, and form requests, detect possible duplicates, classify context, and route ownership.
- Normalize intake
- Check duplicates
- Add account context
- Route by explicit rules
Grounded resolution assistant
Retrieve current approved knowledge, account, product, and billing context, then draft cited responses or use narrow actions.
- Authenticate context
- Retrieve approved sources
- Draft or act narrowly
- Escalate uncertainty
Escalation and incident handoff
Detect service-level risk or complexity, create specialist work with evidence attached, and synchronize status back.
- Detect escalation
- Assemble evidence
- Create specialist work
- Sync resolution status
Knowledge and quality loop
Cluster recurring issues, identify missing or outdated articles, draft updates, and sample conversations for owner review.
- Sample cases
- Find recurring gaps
- Draft update
- Knowledge owner approves
Stack architecture
Add intelligence between your systems, not outside their controls
Systems
Approved tools and events
Context
Scoped data and documents
Rules / agent
Stable rules plus bounded AI
Approval / action
Authority matches the risk
Logs
Result, errors, and evidence
Integrations
Connect the support tools you already use
These are platforms we can build custom integrations for—not one-click connector claims. Scope depends on edition, API access, permissions, limits, and security needs.
See all integrations
Baselines, not claims
Decide what improvement means before the build
These are measurement areas. They are not promises or past customer results. We baseline the current workflow and agree how each metric will be calculated.
Service time
First response, assignment, resolution, queue time, and performance against service levels.
Handoff quality
Transfer, escalation, reopen, repeat-contact, and missing-context rates.
Assistant quality
Grounding coverage, agent edits, fallback rate, knowledge freshness, and unsafe-action blocks.
Support guardrail
Human authority stays visible
An assistant should cite approved sources, respect account and role boundaries, and stop when context is missing or an action affects billing, access, privacy, or contractual commitments.
Common questions
Direct answers before discovery
Can a support agent answer customers automatically?
Only bounded cases with current approved knowledge and clear escalation rules should be considered for automatic responses. Sensitive, uncertain, or high-impact cases should go to a person.
Can the workflow update billing or product systems?
Potentially, through narrow allowlisted operations. Refunds, credits, access changes, and other consequential actions should use explicit permissions and approval rules.
How do you prevent unsupported answers?
Use approved sources, source citations, retrieval filters, confidence or coverage checks, refusal behavior, representative evaluation cases, and human review samples.
Related departments
Follow the workflow across team boundaries
Product
Organize evidence, coordinate delivery, and close the feedback loop without automating product judgment.
Explore ProductSales
Maintain ownership and system hygiene while agents prepare research, updates, and follow-ups for seller review.
Explore SalesIT
Gather context, coordinate allowlisted actions, and stop sensitive remediation at visible approval gates.
Explore ITStart with the workflow
Improve one support journey
Bring a recurring request or escalation. We will map its sources, permissions, resolution paths, fallbacks, and measurement baseline.
Discuss your workflow