Customer support

General customer support

Support your customers round the clock - Create service tickets, Ticket Status and answer FAQs

A round-the-clock support desk in the chat. Customers create service tickets, check a ticket's status and get answers to common questions.

How it runs

The example flow

Each step is a ReplyCX action block. Change the questions, add blocks or remove them in the Bot Builder.

01
Buttons
Choose a topic
Customers pick from creating a ticket, checking a ticket's status or asking a question.
02
Answer AI
Answer FAQs
Open questions go to the Answer AI block, which replies from the knowledge base you train in AI Studio.
03
Form
Create a service ticket
One form collects the customer's name, email and a description of the issue.
04
Collect input
Check a ticket's status
The bot asks for the ticket number, and the Freshdesk block fetches its current status.
05
Human handover
Bring in a person
If an answer doesn't solve the issue, the chat moves to your support team in live chat.

Data

Each answer is saved in a variable, so you can reuse it later in the chat or send it to the tools your team already uses.

Details collected

Connects to

AI Studio
Answers open questions from the knowledge base you train on your website, documents or FAQs.
Freshdesk
Creates support tickets from the chat and fetches a ticket's status for the customer.
Live chat
Human handover moves the chat to the team you choose, with set messages for after hours or when no agent is free.
Send an email
Emails your team the details collected, or the whole chat transcript, when the flow reaches this step.

Setup

A basic chatbot built from a ReplyCX template can go live in under 1 hour, with no coding.