Customer Support

Know the customer.Solve the problem.

Bring the order, the policy and the conversation together. Help customers across chat, WhatsApp, email and voice, with a clear path to resolution.

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Example systems

Zendesk

Gmail

Slack

Customer Support

Give each conversation a useful next step.

Handle a damaged order, continue across channels and turn customer evidence into a clear engineering handoff.

01 / Replacements

From damaged delivery to a resolution plan.

Give the conversation a useful next step by connecting the order, replacement policy and delivery details.

WhatsAppCustomer support

Illustrative workflow

Customer

My order arrived damaged. Can you send a replacement?

CX AgentAI

Ready for review

Connected records and company memory reviewed.

I’ve found the delivery and checked the replacement policy. Please confirm the delivery address so I can prepare the request.

Review details

WhatsAppDamaged delivery message

The customer asks for a replacement.

ZendeskOrder and replacement policy

Delivery recorded; the damage meets the replacement criteria.

Company brainReplacement playbook

Confirm the delivery address before preparing a replacement request.

Order: Delivery confirmed
Policy: Replacement eligible

Waiting on

Delivery address confirmation

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02 / Channel continuity

Change the channel. Keep the context.

After verifying the customer, the agent finds the earlier email, checks the available case status and drafts a reply that makes any missing refund confirmation explicit.

Gmail

Zendesk

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Illustrative draft

Refund RF-204 · reply draft

You

I emailed yesterday about my refund. Can you check it here?

CX Agent

I found yesterday’s email about refund RF-204. There is no confirmed processing date in your case yet. I can ask billing to confirm the status using your original details; you won’t need to repeat them.

Review details

Status: Processing date unconfirmed
Earlier: Refund requested by email

Question for billing

Has RF-204 been approved and submitted for processing? Please confirm the current status before we promise a date.

03 / Bug reports

Turn a screenshot into a useful bug report.

Milo brings the screenshot, customer conversation and known steps into a draft engineering ticket, with missing reproduction details clearly marked.

Zendesk

Slack

Linear

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Customer report ZD-842 · not yet reproduced

Bug draft · invoice PDF does not download

Reported steps: Open invoice INV-1042 and select Download.
Expected: A PDF file downloads.
Observed: The customer reports no file. Their screenshot is attached to ZD-842.

Confirmation needed

Ask for browser, device and any visible error; then reproduce the download before assigning a cause.

Customer Support

Start with the issue your customers keep repeating.

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