Who this is for: CS leads and support teams.

The Bot team

One Bot per theme, not per task. Each has its own accounts (see own accounts).

Triage Bot — Owns new tickets and shared inbox: classify, internal note with suggested reply and docs. No public replies.

Follow-through Bot — Owns promises: 'we'll get back to you' threads tracked, nudges owners, drafts updates.

Signals Bot — Owns churn signals: tone, usage drops, unresolved > 7 days, into a weekly list for CSMs.

Routines

On ticket — classify and internal note
Daily — SLA-at-risk and unresolved > 24h digest
Daily — 'waiting on us' tracker with nudges
Weekly — top issues for product; churn-risk list

What's behind approval

Public replies, refunds, account changes. Notes and drafts unattended; anything the customer sees gets a human tap.

What the win looks like

First-response time drops without a Bot ever talking to a customer unsupervised.

What we won't build here

Letting the Bot close tickets or promise things. Prompt injection lives in support inboxes; keep write powers small.

Setup and cost

Use the free workflow check to choose one task from this playbook. For lead, inbox or quote preparation, the free starter kit provides role templates and test instructions. Plan and usage costs remain separate: see which plan you need.