Automation for Support

In Support, automation mostly means your AI support agent handling incoming customer messages. You can also run agents on individual conversations and keep your help content fresh with scheduled flows.

Let a support agent handle new messages

The support agent runs automatically on new customer messages when AI responses are on.

1. Go to Settings → Support → AI assistant.

2. Under AI responses, turn the switch On.

3. Choose a Support agent. If none is listed, create a support agent first.

4. Choose a Response mode (see the table below).

5. Choose the Channels the agent should reply on and a Minimum confidence. A higher confidence means fewer AI answers and more human handoffs.

6. Under Human handoff, set Hand off after, whether to Show “Talk to Human”, the customer handoff messages and team routing.

7. Save your changes.

Response mode	What happens
Reply directly	Replies are sent directly to the customer.
Add internal note	Suggestions stay private for your team to review.

For how the support agent answers and hands off, see AI support agent overview.

Review agent runs on a conversation

When a conversation has agent runs, an Agent Runs card appears in the conversation. Select a run to open it. If a draft is waiting for approval, select Approve Draft.

Run an agent on one conversation

From Automation → Agents, select an agent that can work on support conversations, select Run now, and choose the conversation as the target. Use this for one-off work such as summarizing or triaging a conversation.

Support tools let agents read conversations, draft replies, and assign, tag, move or link conversations. See Built-in tools overview.

Keep public help content current

The Public help freshness sweep template runs the documentation agent, Quill, on a schedule. It checks your public help docs and saves a freshness report to an internal Docs collection. Find it in Automation → Flows → Browse templates. See Automation for Docs.

See what happened

Support agent runs appear in Automation → Activity alongside other runs. See Agent runs and runtimes.