Support desks

The first questions of every ticket, already asked.

An agent calls the customer back, finds out what went wrong, how urgent it is and whether they want a callback. Your team starts with the facts.

The problem

Your best people spend the day asking for order numbers.

  1. 01

    The same opening, every time

    What happened, which order, how urgent. A person asks it and types it, call after call.

  2. 02

    Tickets with holes

    Fields stay blank because the customer was upset and the agent was rushing.

  3. 03

    Urgent looks like everything else

    A damaged delivery and a billing question sit in one queue until someone reads them.

The call · First-line triage

A damaged delivery.

Hear this call in
More coming
  1. AgentHello, you raised a complaint yesterday. What went wrong?
  2. CallerThe mixer jar arrived broken.
  3. AgentSorry about that. Could you tell me the order number?
  4. CallerYes, 48213.
  5. AgentThank you, 4-8-2-1-3. How urgent is this?
  6. CallerVery. I have guests coming on Sunday.
  7. AgentUnderstood. May our team call you back today?
  8. CallerYes, after 6 pm.
ExampleAn illustrative exchange, not a recording.

What comes back

Four fields per case.

Each answer is checked against its field before it is kept.

After the call aboveExample
Issue category
Damaged item
Order reference
48213
Urgency
High
Callback consent
Yes, after 6 pm

How you'd set it up

Collect, read back, hand over.

Step names are illustrative. You draw and name your own.

  1. say
    greeting

    Names the complaint it is calling about.

  2. ask
    category

    Mapped to one of your own categories.

  3. ask
    order_ref

    Read back digit by digit to confirm.

  4. ask
    urgency

    Low, medium or high.

  5. ask
    callback_ok

    Yes or no, and a time if yes.

  6. end
    wrap_up

    Says a person will follow up, and closes.

What to watch for

It triages. It does not resolve.

  • No refunds, no promises

    The agent collects and hands over. Say so in the persona, so it does not improvise a fix.

  • Some callers want a person

    Give the flow an early end step that books a human callback for anyone who asks.

  • Transcripts hold customer details

    Order and contact details are in the call history. Treat it like any other customer record.

This is an early build. Run the flow against your own team before a real caller hears it.

Hear it for yourself.

Draw a flow. Play the caller. Watch the answers fill in.

Get started