QuackbackSupport Automation
Support automation uses rules and AI to handle repeatable support work without an agent: routing new conversations, applying SLAs, sending replies outside hours, asking for ratings, and closing idle threads. It keeps agents on the work that needs judgment.
What is support automation?
Support automation is any rule that does work an agent would otherwise do by hand. A rule has a trigger, such as a new conversation or a missed SLA, optional conditions, and actions: assign, tag, reply, change priority, ask for a rating, close.
What to automate first
Start with the work that is the same every time. Route new conversations to the right team. Tell customers who write outside business hours when you'll reply. Rescue conversations approaching an SLA breach. Close conversations where the customer hasn't replied in a week. Ask for a rating when a conversation closes.
Automating without losing the human touch
Automate the logistics, not the relationship. Customers don't mind fast routing or an honest reply-time message. They do mind loops that never reach a person. Test each workflow, watch its results, and give every automated path a way out to your team.
Support automation in Quackback
Quackback's visual workflow builder, on Business and up, starts on events like a new conversation, a status or priority change, a CSAT rating, an unresponsive customer or teammate, an SLA approaching breach, or a ticket update. Workflows can assign, tag, set priority, snooze, close, apply an SLA, add a note, send a webhook, ask for CSAT, convert a conversation to a ticket, or let the AI agent answer. Starter templates cover front-door triage, after-hours replies and rescuing approaching breaches. Each workflow has versions, a preview and a run timeline.
On every plan, a default SLA applies to new conversations and the close email asks for a CSAT rating without any workflow.
Common questions
What is support automation?
Support automation uses rules and AI to handle repeatable support work, such as routing, SLAs, after-hours replies, CSAT requests and closing idle conversations, without an agent.
What support workflows should you automate first?
Routing new conversations, after-hours reply-time messages, rescuing conversations near an SLA breach, closing idle conversations and asking for CSAT on close.
Have another question? Talk to the team.