Solutions · Support
Support that knows the caller before they explain.
The Customer Support template starts by pulling the account from CRM, classifies the issue before jumping to solutions, and closes what it resolves — and documents what it cannot — with a ticket that reaches its owner.
A scene from your day
Afternoon on the support line: one subscriber's device will not start, another is asking about a line item on his invoice, a third wants to upgrade her plan. Before the second sentence, Basher had pulled each of their accounts: the subscription, and the latest tickets.
The technical issue walked step by step through a knowledge-base guide until it was solved; the invoice was explained clearly — with no payment ever processed on the line — and the upgrade was executed after confirmation. And whatever resisted? A ticket, with a number that reaches its owner before the call ends.
Inside the platform
Triage as it is in the template
It knows the caller from the first moment, and understands the issue before jumping to solutions — five common reasons for calling, each with its own path and its own rule. This is the template's own map, and any step of it is yours to change.
Ready to configure
What comes pre-wired
The conversation arrives ready and you can reshape any step yourself. Actions that touch your systems — a confirmed booking, a ticket, a record update — go live once that system is connected during onboarding. Every line here exists in the product, not in a marketing deck.
The account first, solutions second
A lookup by phone, email or account ID returns the subscription status and latest tickets — and if nothing is found, an alternative lookup, then a graceful continuation without account context.
in the code: lookup_customer · CRMA tiered resolution with no leaps
Diagnosis through questions, then a knowledge-base search, then step-by-step guidance verifying each step worked — and what stays unresolved becomes a ticket or escalates to a specialist.
in the code: kb_search → guide → escalateA ticket for everything unsettled
Technical, billing, account, product, complaint, feature request — automatic priority, routing to the right team, and a notification with the ticket number reaching the caller.
in the code: create_ticket · ×6Seven actions completed on the line
Password reset, plan change, suspension, reactivation, email or phone update, refund request — each only after the customer's explicit confirmation.
in the code: account_action · ×7Invoices are explained, never collected
A rule written into the template's prompt: Basher explains the invoice and the options, and never processes a payment over the call — collection belongs to the payment portal alone.
in the code: check_billing_status
Platform pillars
What it stands on
Every template borrows its strength from the platform itself — meet each pillar up close.