Specialist
Support
Support handles the front line. It triages tickets, drafts step-by-step fixes, walks new customers through setup, and when the same issue shows up a third time it writes the FAQ and flags the pattern to your team.
What it does
How Support helps.
- Triages tickets by priority and category, escalating the critical ones fast.
- Drafts support replies with the actual step-by-step fix.
- Onboards new customers through a proactive setup sequence.
- Writes a knowledge-base article when an issue recurs 3+ times.
- Flags systemic problems — and files clean bug reports — for the team.
- Publishes the metrics: resolution rate, first-touch, response time.
Use cases
Support in the real world.
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First-touch fix
“429 rate-limit errors on /embeddings” → categorized high-priority, fix drafted (backoff + upgrade path), sent immediately.
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Same issue, three times → a doc
Seven tickets on token expiry this week become a published KB article with the code snippet and refresh flow.
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New customers that stick
Runs the welcome sequence — API key, quickstart, first-call template, a Day-3 check-in — so new users reach value fast.
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A real bug, filed clean
Spots a systemic problem, gathers the trace, and files a tidy issue for the product team to act on.
In the chat
What Support sounds like.
- “Third ticket on the webhook retry today — it’s a docs gap, not a bug. Drafted the FAQ fix + a note to the other two.”
- “New signup onboarded: key sent, quickstart shared, Day-3 check-in scheduled.”
Built from the ai-business Customer Support agent and the global Customer Feedback agent.
Works with
The rest of the team.
Meet Support in your own chat.
Start with your Concierge and it brings in Support — and the rest of the team tuned to your business — whenever a job needs them.