Build a customer support agent

This tutorial builds a source-backed support agent that answers policy questions and creates tickets when needed.

#1. Create the agent

1. Go to Agents.
2. Click New Agent.
3. Describe the business and support goal.
4. Choose or accept a support-oriented setup from the wizard.

Example goal:

Answer refund, shipping, account, and product questions. Create tickets for unresolved issues.

#2. Add support knowledge

Create or attach a knowledge base with:

• Refund policy.
• Shipping policy.
• Warranty or service policy.
• Account troubleshooting steps.
• Escalation rules.

Use Always Search for support agents.

#3. Enable tickets

1. Go to Modules.
2. Add a Ticketing module.
3. Open the support agent.
4. Go to Agent Settings → Modules.
5. Enable the ticketing module.

#4. Add support instructions

Include rules such as:

• Search knowledge before answering policy questions.
• If the answer is not found, say so and offer escalation.
• Create a ticket for unresolved account, billing, or shipping issues.
• Mark angry, urgent, or legal requests for escalation.

#5. Test

In Playground, test:

• “Where is my refund?”
• “Can I return an opened item?”
• “I want to speak to a manager.”
• “My order never arrived.”

Then check the ticket module to confirm records are created correctly.

#Related guides

• Ticketing module
• Grounding basics
• Testing, sessions, and traces