Escalate hard support questions to me

Every message gets an answer from the Customer's own records within one business hour, and anything the agent cannot answer in time comes to you. You read the hard questions, not the inbox.

Needs Customer

What you getCopy Anchor Link

• 1answer to each message from the Customer’s own records, within one business hourConversation
• 1Task to you for any message the agent cannot answer in timeTask
• 1refunds handed to the Billing Specialist and privacy requests to the Privacy OfficerConversation
• 1Issue for the Product Team when the cause is a bugIssue

Your agent doesCopy Anchor Link

# 1. Process.enable
curl -X POST https://api.sb/leaseline.app/processes/process_support/enable \
  -H "Authorization: Bearer $STARTUP_BUILDER_API_KEY"

# 2. Setting.update
curl -X PATCH https://api.sb/leaseline.app/settings/setting_1 \
  -H "Authorization: Bearer $STARTUP_BUILDER_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"value":"1h","key":"support.firstResponse"}'

import { $ } from 'startup-builder'

await $.Process.enable({ process: 'process_support' })
await $.Setting.update({ id: 'setting_1', value: '1h', key: 'support.firstResponse' })

npx startup-builder do Process.enable --json '{"process":"process_support"}'
npx startup-builder do Setting.update --json '{"id":"setting_1","value":"1h","key":"support.firstResponse"}'

{
  "name": "do",
  "arguments": {
    "code": "await $.Process.enable({ process: 'process_support' })\nreturn await $.Setting.update({ id: 'setting_1', value: '1h', key: 'support.firstResponse' })"
  }
}

Change itCopy Anchor Link

• Let me approve every reply for the first two weeks.
• Answer within 15 minutes during business hours.
• Send billing questions straight to me.

Under the hoodCopy Anchor Link

Systems

Support, Knowledge base, Projects

Nouns

Conversation, Thread, Task, Issue, Setting

Events

Conversation.created, Conversation.answered, Conversation.escalated

The Support Process answers as the Customer Lead. Its answer step times out at the first-response target and becomes a Task for you, and the clock stops while it waits on the Customer. To let the agent answer only after your review, say "review agent replies before they go out"; that sets support.agentAnswers to false.