Automate the routine, focus on judgment calls.
Turn frequently asked questions into knowledge and automate first responses with Workflow. Reserve Chat for the cases that actually need a person's judgment.
Sound familiar?
Writing the same answer over and over, and tone that drifts between agents.
Writing the same answer again and again
Turn FAQs into knowledge and generate first responses automatically with a Workflow template.
Response tone varies by agent
An output template enforces the response format so tone stays consistent.
Unclear line between routine and one-on-one handling
Automate routine cases in Workflow and reserve Chat for cases that need a judgment call.
Digging through past tickets takes too long
Register past support records as knowledge and search them with grounded answers.
A pattern for handling tickets
Turn your FAQ into knowledge
Example: register past ticket history and answers together as knowledge.
Build a first-response template in Workflow
Example: build a "ticket → classify → draft response" procedure in Workflow.
Automate the routine cases
Common tickets get a response drafted automatically by the Workflow template.
Handle judgment calls in Chat
Cases that don't fit the automated pattern go to Chat, grounded in the same knowledge base.
Build up a library of responses as artifacts
Save finished responses as artifacts to improve the templates next time.
Features you'll use
Workflow
Build a routine procedure of up to 8 steps and run it automatically.
Knowledge
Turn FAQs and past ticket history into knowledge for grounding.
Output templates
Enforce a response format so tone stays consistent.
Chat
Handle cases that need judgment one on one.
Template library
Global and personal templates stay separate, and editing one forks your own copy automatically.
Related pages
Try the customer support pattern on the free plan.
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