Use Case: AI Customer Support with Human Review

The Problem

Your support team spends hours writing responses to common questions. You want AI to draft responses, but you can’t send them without a human checking first.

The Solution

Customer sends email
  → AI classifies the request (billing, technical, general)
    → AI drafts a response using your knowledge base
      → Support agent reviews the draft
        → Approved: response sent to customer
        → Rejected: agent writes manually

How to Build It

Step 1: Set Up Your Knowledge Base

Upload your support documentation to a Knowledge Base at /knowledge:

• FAQ documents
• Product guides
• Policy documents
• Previous resolved tickets

Step 2: Use the Template

Go to Templates → search for “Customer Support Draft” → click “Use Template”.

The template includes:

• Email Trigger — starts when a new email arrives
• Chat Node — classifies the request into categories
• Retrieve Node — searches your knowledge base for relevant context
• Chat Node — drafts a response using the context
• Pause Node — agent reviews the draft
• Email Send — sends the approved response

Step 3: Configure

1. Connect your Gmail or Outlook at /settings/email-accounts
2. Point the Retrieve node to your knowledge base
3. Customize the system prompt for your brand voice
4. Set the review SLA (e.g., 1 hour before escalation)

Step 4: Test and Deploy

1. Run the workflow manually with a sample email
2. Review the AI draft in your Inbox
3. Approve and verify the response quality
4. Enable the Email Trigger to go live

Results

• 70-80% faster response drafting
• 100% human-reviewed before sending
• Consistent tone across all agents
• Full audit trail for compliance