Support
Support answers every Conversation from the record in one Thread and fixes causes, not symptoms.
Outcome
| Part | This Process |
|---|---|
| Outcome | Each Conversation is answered from the record, and each cause is fixed or filed as an Issue. |
| Reads | Conversation |
| Leaves | Message, Issue |
| On time | Within 1 hour (business hours); the clock stops while an Action waits on awaitingInput. Late Actions go to the Founder. |
| Runs in | Each Startup |
Accountable
Responsible: Customer Lead.
Consulted: Billing Specialist, Privacy Officer, Reliability Engineer.
Informed: Product Lead.
Workflows
| Workflow | Runs | Team |
|---|---|---|
| Answer a message | on Conversation.created | Customer Team |
Who does each step
| Workflow | Step | Role | Calls | Approval |
|---|---|---|---|---|
| Answer a message | 1. Read the Customer’s Thread and records. | Customer Lead | ||
| Answer a message | 2. Answer from the record within the first-response target. | Customer Lead | Conversation.answer | Within a Mandate |
| Answer a message | 3. Fix the cause, or open an Issue for the Product Team. | Customer Lead | Issue.create | None |
| Answer a message | 4. Ask at most one question when the Message carries a signal. | Customer Lead | Message.create | Within a Mandate |
| Answer a message | 5. Hand refunds to the Billing Specialist and privacy requests to the Privacy Officer. | Customer Lead | Conversation.assign | None |
Events
| Direction | When | What happens |
|---|---|---|
| In | On Conversation.created | Starts Answer a message |
| In | On Conversation.created | Wakes this Process, the first time only. The first Customer writes in. |
| Out | Conversation.answered | Raised by step 2 of Answer a message |
| Out | Issue.created | Raised by step 3 of Answer a message |
| Out | Message.created | Raised by step 4 of Answer a message |
| Out | Conversation.assigned | Raised by step 5 of Answer a message |
Plays
No Play names this Process.
Controls
No Control names this Process or a Workflow of it.
Settings
| Setting | Type | Default | Say | Set with |
|---|---|---|---|---|
support.firstResponse | string | 1h | Answer every message within an hour | Setting.update |
support.agentAnswers | boolean | true | Let the agent answer without my review | Setting.update |
Failure
A failed step retries; when retries run out, the Action goes to the Founder.
| Step | On failure |
|---|---|
| Answer a message 2. Answer from the record within the first-response target. | Times out after 1 hour. Goes to the Founder. |
| Answer a message 5. Hand refunds to the Billing Specialist and privacy requests to the Privacy Officer. | refund: The Customer asks for money back, which only the Billing Specialist may send. privacy: The Customer asks for their records, which starts the legal clock. |
Loop
| Step | Value |
|---|---|
| Hypothesis | Answers drafted from the Customer’s own record resolve in one reply and keep more Customers to month three. |
| Measure | Month-3 retention over 90d, at least 100 observations |
| Learn | The learn step reads the Readout, records Evidence and a Decision, and drafts the next Variant. |
Code
Turn on supportEnable
On by default for every Product Template. Process.pause stops new Actions; Actions in progress finish.
Answer every message within an hourExample
A recruiting agency writes that its import stalls at 10,000 rows. The support Agent answers from the import log in the same Thread and raises the batch size for its Tenant. It also opens an Issue for the slow parser, the cause.