Customer Support Flow

Route customers through common support topics, let AI handle FAQs, and escalate to a live agent when needed.

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Flow Diagram

flowchart TD
    A["🚀 Entry Point"] --> B["💬 Welcome<br/><em>Hi! How can we help you today?</em>"]
    B --> C["📋 Support Menu<br/><em>Choose a topic:</em>"]
    C -->|"Order Status"| D["📥 Ask Order ID<br/><em>What's your order number?</em><br/>→ {{order_id}}"]
    C -->|"Returns & Refunds"| E["💬 Returns Info<br/><em>Our return policy is...</em>"]
    C -->|"Technical Help"| F["🤖 AI Chat<br/><em>Searching knowledge base...</em>"]
    C -->|"Talk to Agent"| G["👤 Human Handoff<br/><em>Connecting you to support...</em>"]

    D --> H["💬 Order Status<br/><em>Let me check order {{order_id}}...</em>"]
    H --> I["📋 Need More Help?"]

    E --> I
    F --> I

    I -->|"Yes, another question"| C
    I -->|"Talk to agent"| G
    I -->|"No, all good!"| J["💬 Goodbye<br/><em>Thanks for contacting us! 👋</em>"]

    style A fill:#dcfce7,stroke:#22c55e,stroke-width:2px
    style C fill:#ede9fe,stroke:#8b5cf6,stroke-width:2px
    style F fill:#d1fae5,stroke:#34d399,stroke-width:2px
    style G fill:#ffe4e6,stroke:#f43f5e,stroke-width:2px
    style I fill:#ede9fe,stroke:#8b5cf6,stroke-width:2px

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Nodes Used

Node	How It's Used
🚀 Entry Point	Triggers on any incoming message
💬 Message	Welcome, info responses, goodbye
📋 Menu	Topic selection and follow-up prompt
📥 Question	Capture order ID or relevant details
🤖 AI Chat	Answer technical questions from Knowledge Base
👤 Human Handoff	Escalate to a live agent

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Step-by-Step Build

1. Create the Support Menu

Set up your main menu with common support categories. Use List Message format for 4+ options.

2. Add Topic-Specific Responses

For each menu option, create the appropriate response:

• Order Status: Use a Question node to capture the order number, followed by a Message (or API Action to look it up)
• Returns & Refunds: A simple Message with your policy
• Technical Help: An AI Chat node that searches your Knowledge Base

3. Add a Follow-up Menu

After each response, add a "Need more help?" menu:

• "Yes, another question" → loops back to the main Support Menu
• "Talk to agent" → Human Handoff
• "No, all good!" → Goodbye message

4. Always Offer Human Handoff

Include "Talk to Agent" in both the main menu and the follow-up menu.

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Tips

• Use AI Chat for technical support — upload your product docs and FAQs to the Knowledge Base.
• Always loop back to a menu after each response — don't leave customers at a dead end.
• Track the topic — use a Question with Select input to categorise issues before routing.
• Keep escalation easy — the "Talk to Agent" option should be reachable within 2 taps.
• Use Agent Groups on the Human Handoff node to route to the right team (sales, billing, technical).