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Customer support

Grounded support assistant on website and WhatsApp with optional Business Tools and human handoff.

Architecture​

Widget/WhatsApp → Customer AI → Hybrid RAG + tools → handoff webhook

Prerequisites​

  • Organization + Support workspace
  • Knowledge documents uploaded
  • Optional SDK tools for account actions

Installation​

  1. Complete User getting started for the Support (or commerce) workspace.
  2. Connect channels required by this solution.
  3. Register tools / connectors (see links below).
  4. Declare and enable flows; Accept versions after sync.
  5. Run a dry-end-to-end test in a non-production workspace when possible.

Flows​

Conversation-triggered flows for cancel/refund; knowledge for FAQs.

Deployment​

  • Production checklist: Production deployment
  • Observe Flow Runs and /api/v1/org/events for event-driven paths

Troubleshooting​

  • No answer / weak citations → knowledge coverage (Knowledge Base)
  • Tool failures → tool logs + SDK webhook health
  • Event flow never starts → namespaced name, Enabled+Valid+Accepted, when predicate (Events)
  • Approval stuck → Owner/Admin role (Approvals)

Learn more​