AUCTORA
Services/Customer Support Agent
Customer · Customer Support Agent

Resolve everyday requests. Give complex cases a clear handover.

AUCTORA’s Customer Support Agent handles common requests across chat, email and your help desk using your policies and order data. When a case needs your team, it passes on the conversation history, customer sentiment and a suggested next step.

Talk to AUCTORA
Support agent · live Chat · Email · Help desk
Chat · Jade Morris Where is my order #4471?
Resolved
Order lookup → Order found · tracking shared
Email · Tom Okafor Item arrived damaged, can I get a refund?
Resolved
Refund → Checked against your refund policy · permitted refund issued
Help desk · Lumen Café Third message about this and still no fix
Team
Frustrated → Routed to your team with history and a suggested next step
Your policies applied · Complex cases go to your team

Familiar questions still take time to resolve.

An order-status enquiry means finding the order. A refund request means checking the policy. A customer returning to an unresolved issue means reading through previous messages.

The Customer Support Agent brings that information into the support workflow, handling routine requests and preparing more complex cases for your team.

What the agent handles

01
Common requests across your support channels
Resolve routine enquiries across chat, email and your help desk. Use your policies and knowledge base to give customers answers grounded in how your business operates.
02
Order lookups and refunds
Look up order information and handle refund requests within the permissions and policy rules configured for your business. Send exceptions to your team for a decision.
03
Routing informed by customer sentiment
Use customer sentiment to help route cases that need attention. Give your team context about how the conversation is developing alongside the details of the request.
04
Knowledge base sync
Keep the agent’s support knowledge aligned with your knowledge base through synchronisation. The scope and update process are defined for your connected sources.

Put your policies to work in the conversation.

Depending on your setup, support workflows could include:

Workflow 01
An order-status enquiry
Look up the order and respond using the available information.
Workflow 02
A routine refund request
Check the request against your policy and carry out permitted steps.
Workflow 03
A difficult or unresolved case
Route it to your team with the history, sentiment and a suggested next action.

Each workflow defines what the agent can resolve, which actions require approval and when a person should take over.

Handover to your team Help desk · #3192
HistoryThree messages over five days about a coffee machine that still leaks after a repair visit.
SentimentFrustrated · rising since the second message
CheckedOrder and repair record found · outside the agent’s refund scope
SuggestedCall the customer today and offer a replacement unit.
Assigned to Sam · Your team decides

Give your team a useful starting point.

Complex cases need more than a ticket forwarded to another queue.

The agent hands over the conversation history, customer sentiment and a suggested next step. Your team can review what has happened and decide how to proceed, with less time spent reconstructing the exchange.

The suggested action supports their judgement; your team makes the decision on cases escalated to them.

Frequently asked questions

Across chat, email and your help desk. Compatibility with your specific platforms is confirmed when defining the service.

Make routine support easier to resolve.

Tell us what customers ask, where your support information lives and which decisions need your team.

Talk to AUCTORA