What it does
An AI Employee uses your approved FAQs, policies, and service details to answer repeated questions across connected channels, and escalates when the answer is not in the knowledge.
AI Workforce / Customer Support
Customer Support
FAQ Handling
WHENEVER THE SAME QUESTIONS ARRIVE
The problem
Half the inbox is questions you have already answered on the website. Staff still types the same reply because the customer asked in a new channel.
Trigger
Starts whenever the same questions arrive.
Tools and systems
Connections depend on your deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
- Phone
- SMS
- Website chat
What it reads
- Inbound calls and voicemail on connected lines
- Inbound texts on connected numbers
- Messages in the connected inbox
- Website chat transcripts
- WhatsApp threads on a connected number
- Instagram messages you connect
Actions it can take
- Reply or reach out on the connected channels you allow
- Hand off to a person when the request is outside the playbook
Human controls
- You approve the knowledge the AI is allowed to use.
- It should not invent policies or prices you did not provide.
- You can require a disclaimer on quotes and legal topics.
Workflow steps
- 1A question arrives on a connected channel.
- 2The AI Employee matches it to approved knowledge.
- 3It answers in your tone, with the limits you set.
- 4Unknown or high-stakes questions go to a person.
- 5Gaps in the FAQ list can be flagged for you to add.
Example use case
Someone DMs on Instagram asking if you serve Mesa and what the diagnostic fee is. The AI Employee answers from your service-area list and published fee, then offers to book. A question about a warranty exception is routed to the office.
Often handled by your AI Customer Support Employee, as part of the broader AI Workforce.
How to customize
This job is configured around your knowledge, hours, approval rules, and the systems in this deployment. Connections depend on the deployment. Native where available, otherwise through Zapier, an API, or another connection you already use.
Related work
Missed-Call Follow-Up
Texts or emails the missed caller right away, finds out what they need, and books a callback or appointment instead of leaving a voicemail pile.
Customer Support
Answers common questions, handles routine requests, and escalates anything that needs a person, around the clock.
Order Status
Looks up where an order or job stands and tells the customer, instead of making them wait for someone to check a screen.
See What an AI Workforce Could Do for Your Business
Walk through the work your team is already doing, then see which jobs an AI Employee could take on.