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Use case · Support
Customer support
Triage tickets, draft replies grounded in your KB, and route the hard ones back to a human — with a full transcript of every step.
Customer support
0:24 / 1:12
Preview
The pieces
A support agent in Froots usually combines a knowledge base (your workspace kb/ folder), a messaging skill for the channel where tickets arrive, and a memory of past resolutions.
Skills that pair well
- `slack` — most teams triage support in a shared channel.
- `imsg` / `signal` / `telegram` — for direct customer threads.
- `summarize` — to compress long ticket threads before drafting.
- The agent reads your `kb/` folder via
agent_read_doc— any markdown you drop in there becomes citable.
Why memory matters here
Every time you resolve a ticket and write a note about how, it becomes a node the indexer can surface for similar future tickets. The vector store ranks by cosine similarity at a 0.45 threshold, so on the next round the agent doesn’t need to re-derive the answer.
Draft, never auto-send. Support is the canonical case for
Careful permissions. The agent triages and drafts; a human approves and ships.A useful routine
Every two hours during business hours, sweep new tickets, group them by topic, and post a one-line summary of pending threads to the team channel. Cron: 0 9-17/2 * * 1-5.