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Support workflow

Set the rules for automated replies

Start with drafts your team reviews. Enable automatic replies for a channel after testing your knowledge sources and confidence threshold.

  1. 01 / Receive

    Keep the conversation attached

    A question becomes a help ticket with its channel and original message.

  2. 02 / Answer agent

    Draft from your knowledge

    answerLoops retrieves relevant docs and drafts a reply with its sources.

  3. 03 / Review agent

    A second AI agent checks the work

    A second agent checks source alignment and confidence. Your channel settings determine the next step.

Automatic reply

When enabled, qualifying answers post in the source channel.

Team review

Your team reviews, edits, or answers help tickets that need attention.

Save useful resolutions to the knowledge base so future drafts can use them.

1. Connect a channel

Select the conversations answerLoops should receive.

  • Incoming questions appear in the shared ticket queue.
  • Each ticket retains its source.
  • Use category and priority to organize the work.

2. Inspect the draft

Check the proposed answer against the question and the supporting documentation.

  • Correct outdated or incomplete source articles.
  • Check whether the answer addresses the actual question.
  • Edit the draft before sending when necessary.

3. Enable automatic replies

Turn on automatic replies for the channels you are ready to automate.

  • The review agent’s check must meet your confidence threshold.
  • A confidence score is a model assessment, not a guarantee of correctness.
  • Questions that do not qualify remain in the team queue.

4. Review resolved tickets

Save answers that will help with future questions.

  • Promote useful resolutions to the knowledge base.
  • Keep one-off customer details out of general articles.
  • Review answer feedback and update the underlying sources.

Continue in the documentation

AI configurationTicketsKnowledge base

Get started

Try it with the questions your team gets every week

Add a few support articles and connect a channel, then review the replies before deciding what to automate.

Start a 14-day trial

A card is required. Cancel before the trial ends to avoid the subscription charge.

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