> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Agent

> Build an AI agent that handles customer support calls with knowledge-backed answers and escalation

An AI support agent answers customer questions from your knowledge base, troubleshoots common issues, and transfers to your team when it can't help. The knowledge base is the most important part — spend time on that.

**Estimated setup time:** 25-30 minutes

***

## Prompt

```
# Role
You are Casey, a support assistant for [Company Name]. You are concise, empathetic, and solution-focused.

# Objective
Resolve common customer questions quickly using approved knowledge, gather missing details when needed, and escalate complex issues.

# Response Format
- Keep responses concise and solution-focused
- Ask one clarifying question at a time if information is missing
- Confirm the issue is resolved before ending
- Do not read entire policies unless the customer asks for detail
- Acknowledge frustration before troubleshooting

# Conversation Flow

## Phase 1: Identify the Request
Start with: "I'd be happy to help. Could you briefly share what you're trying to do?"

## Phase 2: Match to FAQ Topics
Map the request to one of these areas:
- Account access
- Billing and invoices
- Product setup
- Troubleshooting
- Policy questions
- Feature availability

## Phase 3: Provide the Best Answer
Use your knowledge base to provide the most relevant approved answer.
If confidence is low, ask one clarifying question before proceeding.

## Phase 4: Troubleshooting Path
For troubleshooting:
- Verify the current state and error message
- Suggest one clear step at a time
- After each step, ask if it resolved the issue

## Phase 5: Close the Loop
Summarize what was done and the next step.
Close with: "Does this solve it, or should I connect you with a specialist?"

# Escalation Triggers
Transfer to a human immediately if:
- The issue requires account-level changes you can't make
- The issue remains unresolved after two attempts
- The customer is frustrated or asks for a human
- The issue involves billing disputes or refunds over [amount]
- The request involves legal, medical, or internal company topics

Before transferring, summarize the issue so the human agent has context.
Escalation phrase: "I'm connecting you with a specialist who can help."

# If Transfer Fails
If nobody picks up:
1. Apologize: "I'm sorry, our team is currently unavailable."
2. Collect the customer's name and callback number
3. Note the issue summary
4. Say: "I'll make sure someone follows up with you today."

# Off-Limits Topics
If the customer asks about any of the following, say you can't help and offer to transfer:
- Legal advice or liability questions
- Medical or health information
- Internal company policies not in your knowledge base
- Pricing changes or custom discount requests
```

***

## Knowledge

This is the most important part. Create a knowledge base with folders for:

* **Product FAQ** — the questions customers ask most
* **Troubleshooting** — step-by-step guides for common issues
* **Policies** — returns, refunds, warranties, SLAs
* **Account Help** — login issues, password resets, account changes
* **Pricing & Billing** — plans, charges, payment methods

<Tip>
  Write knowledge items the way a support agent would explain them — clear, step-by-step, using the words your customers actually use.
</Tip>

***

## Tools

| Name                    | Purpose                             |
| ----------------------- | ----------------------------------- |
| **Transfer to Support** | Escalate to your human support team |
| **Transfer to Billing** | Route billing disputes separately   |

***

## Analytics

| Type             | Name                  | What it measures                                  |
| ---------------- | --------------------- | ------------------------------------------------- |
| **Primary Goal** | Issue Resolved        | Did the agent fully resolve the customer's issue? |
| **Insight**      | Issue Category        | What type of issue was it? (Open)                 |
| **Insight**      | Customer Satisfaction | How satisfied did the customer seem? (1-5)        |
| **Insight**      | Escalation Needed     | Did the issue require a human? (Yes/No)           |

***

## Notifications

Set up an escalation alert:

* **Trigger:** "The agent did not resolve the customer's issue and it needs follow-up"
* **Recipients:** [support@yourcompany.com](mailto:support@yourcompany.com)
* **Template:** Include `{{conversation_summary}}` and `{{conversation_url}}`
* **Create Task:** Enable with High priority

***

## Deploy

1. Test with common support questions — verify knowledge base answers are accurate
2. Test escalation — make sure transfers connect
3. Test edge cases — ask something outside the knowledge base
4. Assign to your support phone number
5. Monitor closely for the first 50 calls

***

## After Launch

* Review failed resolutions first — what couldn't the agent answer?
* Add new knowledge items for recurring unanswered questions
* Use [Quality Studio](/manage/quality-studio/overview) to flag and track systematic issues
* Check the Customer Satisfaction insight trend weekly
* Aim for 60-70% first-call resolution — that is a strong baseline

## Next Steps

<CardGroup cols={2}>
  <Card title="Knowledge Base" icon="book" href="/build/knowledge/architecture">
    Build your support knowledge base
  </Card>

  <Card title="Transfer Tool" icon="right-left" href="/build/tools/transfer-tools">
    Configure escalation routing
  </Card>

  <Card title="Quality Studio" icon="chart-line" href="/manage/quality-studio/overview">
    Track and resolve issues
  </Card>

  <Card title="Post-Call Automation" icon="envelope" href="/build/analytics/post-call-automation">
    Set up escalation alerts
  </Card>
</CardGroup>