The support flow
How a request is handled
Every request runs the same path, with a person approving the reply before it reaches the customer.
Intake
A customer request comes in and is understood against approved knowledge.
Draft response
A response is drafted from your approved knowledge and files.
Human approvalHuman approval
A person reviews and approves the response before it goes out.
Escalation
If it falls outside approved answers, it escalates to the right person.
What it covers
Support work, handled
The support work digital employees prepare, so agents move faster without losing the human check.
Response drafting
Draft replies from approved knowledge and files, ready to review.
Resolution prep
Prepare resolutions so agents can close requests faster.
Escalation
Escalate anything outside approved answers to the right person.
Inside your knowledge
Answers from what you approved
Responses are drafted only from the knowledge and files you approve, and a person signs off before anything reaches the customer.