Draft support replies from docs, then escalate to a rep

Use an agent to pull answers from company docs, draft support replies, and pass unresolved cases to a human with the full thread attached.

Done with Custom agentยท Intermediateยท Sep 2026

What they did
A commenter described running Skydive agents on a cloud computer that handled Slack and email instead of live phone support. The agents checked internal docs, wrote draft responses to customer questions, and moved anything they could not resolve over to a rep with the whole conversation included. Outbound replies stayed on hold until a person approved them, and they were told to verify that every answer linked back to a source and to refuse requests when the docs did not cover the issue.
How it went
They did not share rollout counts or performance numbers, and said the setup was still in an early stage. They also noted that it was not meant to replace live call-assist tools and did not connect to Salesforce.
Tips
Test how the system behaves when documentation is outdated or missing. Keep a strict review step for any customer-facing message before it goes out.

Try it yourself with Lindy

Set up an agent to help with customer support for [team or product] using our docs at [link or folder]. Watch [channel: Slack/email/etc.] for incoming questions, draft a reply only when you can tie it to a source in the docs, and otherwise say you cannot confirm the answer. If the issue needs a person, hand it to [rep name or role] with the full conversation attached. Pause and ask me to approve any message before it is sent to a customer, and do not take irreversible actions without my approval.

Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.

Read the original on reddit.com โ†—

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