AI Agent

Automate frontline customer support with an AI that handles tickets on its own

The AI Agent handles your frontline customer support autonomously. It reads incoming tickets, finds the answer from your knowledge, and responds — just like a human agent would, but available 24/7.

How it works

 ┌──────────┐      ┌──────────────┐     ┌───────────────┐     ┌──────────────┐
 │ Customer  │────▶│   Trigger    │────▶│   AI Agent    │────▶│   Response   │
 │ creates   │     │  activates   │     │  reads ticket │     │  sent to     │
 │ ticket    │     │  agent       │     │  finds answer │     │  customer    │
 └──────────┘      └──────────────┘     │  takes action │     └──────────────┘
                                        └───────────────┘
                                               │
                                               ▼
                                        Can't answer?
                                        Escalates to
                                        human agent

1. A customer creates a ticket or sends a message

2. A trigger activates your agent (e.g., "Any Customer Message")

3. The agent reads the ticket and searches your knowledge base

4. If it finds a confident answer, it replies to the customer

5. If it can't answer, it escalates to your team (assign, tag, or internal note)

Who is it for?

• Support teams handling high volumes of repetitive tickets

• Companies wanting 24/7 coverage without hiring overnight staff

• Teams looking to free up human agents for complex issues

What it can do

Capability	Description
Reply to customers	Send public replies or draft responses for review
Tag and categorize	Automatically label tickets by topic
Assign tickets	Route to the right team member or group
Close tickets	Resolve simple issues end-to-end
Create tickets	Open new tickets when needed
Leave internal notes	Share context with your team
Look up information	Search past tickets, check user details, pull order info

Setting it up

1. Create a Help Desk Agent from your dashboard

2. Connect your helpdesk — Zendesk, Freshdesk, Intercom, Gorgias, or Jira

3. Train on your knowledge — Help center, past tickets, documents

4. Configure actions — What should the agent be able to do?

5. Set a trigger — When should it activate?

6. Enable Human in the Loop (recommended at first) — Review replies before they send

7. Go live — Turn on the trigger and start handling tickets

For step-by-step instructions, see the Helpdesk Agent Quickstart.

Tips for success

Start with draft replies. Configure the agent to leave draft replies instead of sending directly. Review them for a few days, then switch to public replies once you're confident.

Train on past tickets. Your agent sounds more like your team when it learns from your actual replies — not just help center articles.

Write clear escalation rules. In your instructions, define exactly when the agent should escalate. For example: "If the customer mentions legal action, immediately assign to the Legal team."

Use Human in the Loop strategically. Turn it on for sensitive actions (like refunds) and off for simple ones (like tagging).

Example scenarios

Simple Q&A: Customer asks "What's your return policy?" → Agent finds the answer in your help center and replies.

Order lookup: Customer asks "Where's my order?" → Agent uses the Shopify integration to check order status and replies with tracking info.

Escalation: Customer reports a bug the agent can't resolve → Agent leaves an internal note summarizing the issue and assigns to the Engineering team.

Related

• AI Copilot — If you want AI to draft replies for your team instead of sending directly

• AI Triage — If you want to auto-categorize tickets alongside your agent

• Actions reference — Full list of available actions

• Triggers reference — All trigger options