# First-level support

The first-level support use case is suitable when incoming support requests need to be reliably accepted, pre-sorted, and in part answered directly. The agent handles recurring issues, answers standard questions immediately, and forwards more complex cases in a structured way without any waiting loops.

### What exactly does the agent handle?

In first-level support, the agent answers calls and clarifies the issue. It answers common questions, such as those about opening hours, prices, or availability, immediately. For more complex topics, it captures all relevant information and prioritizes the issue for forwarding. This way, urgent cases reach the right contact person more quickly. After each conversation, the content is automatically summarized and provided.

### **Briefly explained: How to set up the use case**

{% stepper %}
{% step %}
**Create agent & refine profile**

Create an agent and define in the **company profile** (configuration section) which topics your support covers (e.g. "We help with IT problems and billing questions"). *Tip:* Use the greeting to let callers know that they are speaking with a digital assistant (e.g. "I’ll take your ticket or answer quick questions").
{% endstep %}

{% step %}
**Create playbooks for tickets & escalation**

Under Playbooks, create guides for issues that a human has to solve.

* **Playbook "Incident report":**
  * Condition: "Caller reports a technical issue"
  * Task: "Record problem description"
  * Task: "Ask for customer number & urgency"
  * Closing action: Forwarding (to 2nd-level support in emergencies) or announcing a callback (standard ticket).
    {% endstep %}

{% step %}
**Store knowledge**

So that the agent can resolve standard questions ("How do I reset my password?") immediately without disturbing the team:

* **Knowledge base:** Upload manuals, FAQs, or instructions as a PDF.
* **Customer questions:** Store short answers for quick fixes (e.g. "Where can I find my customer number?").
  {% endstep %}

{% step %}
**Ticket creation & notification**

Make sure the call becomes a ticket.

* **Email summary:** Enter the address of your ticketing system under *Configuration > Recipients* (many systems automatically convert emails into tickets).
* **Webhooks (recommended):** Use webhooks to push the incident report in a structured way directly into tools like Jira, Zendesk, or Freshdesk.
  {% endstep %}

{% step %}
**Assign phone number**

During the test phase, you will receive free phone numbers from us for testing. However, so that your agent remains reachable after the trial period, you still need to assign it a phone number.
{% endstep %}
{% endstepper %}

### Benefits at a glance

The agent ensures that calls are answered at all times and no request is lost. Support teams are relieved because routine inquiries are handled automatically and only relevant cases are forwarded. At the same time, conversations remain traceable because all requests are documented and can be evaluated. Statistics and call logs make it possible to see which topics occur particularly frequently.

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