The text of the request from chat, messenger or a form and the approved base of routine solutions.
SUB–06 / SUPPORT · EVERYDAY ASSISTANT · HUMAN CONTROL
Support Ticket Router
Takes requests from chat, messenger or a form, determines the category and answers strictly from the approved solutions base. Routine questions are closed immediately, while complaints, refunds and low-confidence cases are handed to a manager together with the escalation reason.
The category, a confidence score, an answer with a source reference or the escalation reason.
- Routine requests can be answered without joining the full support queue
- Complaints and refunds go straight to a human
- Every answer contains the source and a confidence score
- The category, route and decision are saved in the log
01Capabilities
What the subagent can do.
Each function operates within defined boundaries and returns a result that can be verified before the next action.
Request classification
Determines what came in: a question, feedback or a complaint. Negative tone and a refund request are flagged separately.
Answers from the solutions base
Forms the answer only from the company's approved rules and shows the section of the base it is based on.
Confidence threshold
Every match gets a numeric confidence. Below the set threshold the answer is not sent automatically.
Hard escalation
Complaints, refunds, compensations and ambiguous cases are handed to a manager regardless of how the customer phrases it.
A team, cloud, or local deployment environment with connections to approved channels and the solutions base.
Refunds, compensations, complaints and low-confidence cases always stay with the manager.
02Process
Four steps within a familiar workflow.
Context remains traceable: each step shows its input, operation, result, and handoff to a human reviewer.
Accept the request
Receives the customer's text without asking for extra data.
Classify
Determines the category: question, feedback or complaint.
Check the confidence
Matches the request against the approved solutions base.
Answer or hand over
Sends an answer with the source or escalates the case to a manager.
Structured resultThe category, a confidence score, an answer with a source reference or the escalation reason.
The result can be reviewed, adjusted, and passed to the next participant without copying a long conversation.
03Advantages
Both the value and its rationale are visible.
Each proposed outcome includes its verification method, limitations, and completion criteria.
Answers stay within the approved base
The subagent answers only from the approved base and escalates unknown cases instead of presenting them as certain.
A fast first response
A routine question can be answered automatically when the rules and confidence threshold allow, leaving complex cases to the operator.
A clear handoff to the human
The manager sees the category, the confidence, the source and the exact escalation reason.
Request log
For every request the route, the decision and the handling time are saved — a basis for improving support.
- Routine requests can be answered without joining the full support queue
- Complaints and refunds go straight to a human
- Every answer contains the source and a confidence score
- The category, route and decision are saved in the log
04Roles and perimeter
Who benefits and on what terms.
Each role receives a defined output; sources, integrations, and control points are agreed before implementation.
| Role | What they get |
|---|---|
| Support operator | Receives only escalations, with a ready category and the handoff reason. |
| Service manager | Sees recurring topics, gaps in the solutions base and the load by category. |
| Business owner | Routine questions are closed fast, while sensitive decisions stay with a human. |
| Knowledge base methodologist | Understands which rules need clarification or addition, based on the failure log. |
Boundaries and responsibility
A useful team assistant does not become an autonomous decision-maker.
The quality of the answer depends on the completeness of the routine solutions base. Refunds, compensation decisions, complaints, and negative feedback always stay with the manager; the subagent does not replace the support service.
- Access rights and approved sources are defined before integration.
- Critical actions require human confirmation.
- Integrations and the deployment environment are selected after reviewing the process.
First step
Choose a ready-made solution or describe your process.
Pick one of the twelve agents and subagents, or fill in the questionnaire for custom development.