Configure an agent for customer support
Use your workspace agent to answer routine product and service questions, giving your team more time for individual cases. An Admin configures the agent; there is no separate Customer Support Agent installation.
Useful knowledge
Start with the material your support team already trusts:
- Product instructions and common troubleshooting steps.
- Current service policies and booking conditions.
- FAQs that explain what customers should do next.
Keep facts such as opening hours in knowledge sources so you can update them without rewriting the agent's guidance.
Agent setup
- Add the relevant sources to the workspace's knowledge base.
- Open AI agent → Setup and choose the name, tone and answer length.
- Add Guidance and save.
- Configure Handoff message to match your team's response arrangements.
Example guidance:
Use short steps for repair-booking questions. Hand decisions about an individual repair to the team.
Response checks
Test a routine question and an exception that needs a person. Check that the answer agrees with your policy and does not imply access to an order or customer account that the agent cannot inspect.
After handoff, review the earlier messages before replying. This helps your team continue the conversation without asking the customer to repeat details.