Presets

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Presets are ready-made workflows that handle common customer service scenarios. Each preset comes configured with steps, tools, and sub-workflows. You can use a preset as-is or customize it to fit your needs.

Support

The Support preset is a general-purpose workflow for answering customer questions from your knowledge base.

How it works:

1. When a new conversation starts, the assistant sends a personalized greeting.
2. When a customer sends a message, the workflow searches your knowledge base for relevant content.
3. The AI reads the results and decides what to do:
   • Answer — compose a response from the search results.
   • Hypothesize — if the first search didn’t find anything useful, generate a hypothetical answer and search again with it. This often surfaces content the original question missed.
   • Escalate — hand the conversation to a human operator.
4. If escalating, the workflow checks whether the customer has an email on file. If not, it switches to a Collect email sub-workflow to gather their contact details first.
5. After escalation, an Escalated sub-workflow takes over, answering simple questions from the knowledge base while reassuring the customer that a human will follow up.

Works well for teams that want a single assistant handling all incoming questions, with a clean escalation path to human operators.

The Support preset can also be configured with a Stripe connector. When enabled, the AI gets three additional tools: Lookup subscription (check the customer’s plan), List invoices (show recent billing history), and Billing portal link (send a secure link to manage billing). These tools only appear for verified users.

Triage

The Triage preset classifies each incoming message and routes it to a specialist sub-workflow. Each topic gets its own AI personality and tool set.

How it works:

1. When a new conversation starts, the assistant sends a greeting.
2. When a customer sends a message, a classification step reads the message and picks the best category.
3. The conversation is routed to the matching sub-workflow:

Category	What it handles	Special capabilities
Billing	Plans, subscriptions, invoices, payments	Stripe integration (when configured)
Support	Product questions, how-to, documentation	Knowledge base search with hypothesize fallback
Bug report	Bugs, errors, feedback	Structured intake: gathers summary, repro steps, expected vs. actual behavior, then escalates to engineering
Sales	Pricing, demos, enterprise inquiries	Lead qualification: collects email and use case, optional booking link

4. If the message is a greeting or small talk, the assistant replies without routing.
5. If the message doesn’t fit any category, it escalates to a human.

Works well for teams with distinct departments (billing, support, engineering, sales) who want conversations routed to the right specialist.

You choose which categories to include when creating a triage workflow. A small team might only need Support and Billing. A larger team might use all four.

Sales

The Sales preset is built for marketing-site chat where most visitors are prospective customers evaluating your product.

How it works:

1. When a new conversation starts, the assistant greets the visitor and invites questions about pricing and plans.
2. When the visitor sends a message, the workflow searches your knowledge base for pricing and product information.
3. The AI decides what to do:
   • Answer — respond to pricing or product questions from your documentation.
   • Hypothesize — search again if the first results weren’t relevant.
   • Ask for details — when the visitor shows buying intent (asks about enterprise pricing, compares to a competitor, asks for a demo), gather their email and use case.
   • Qualify lead — once email and use case are collected, hand off to your sales team with full context.
   • Send booking link — if configured, share a self-service link to book a sales call (only when the visitor asks for a calendar link).
   • Escalate — hand off to a human for anything else.

Works well for marketing sites, landing pages, or any context where visitors are evaluating your product rather than using it.

Shared sub-workflows

All presets use two shared sub-workflows behind the scenes:

Collect email

When a customer needs human help but doesn’t have an email on file, this sub-workflow takes over. It asks for their email, validates it, and handles edge cases (invalid email, customer declines, customer asks an unrelated question). Once the email is collected, it saves it to the customer’s profile and returns to the main flow.

Escalated

After a conversation is escalated to a human, this sub-workflow handles the waiting period. It answers simple questions from the knowledge base when it can, and otherwise reassures the customer that the team has been notified. It only activates when no human operator has joined the conversation yet.

Choosing a preset

If you want to…	Use
Handle all questions with one assistant	Support
Route conversations to specialist teams	Triage
Qualify leads on your marketing site	Sales

You can start with a preset and customize it later: adjust the preamble to match your brand voice, add or remove tools, change the escalation behavior, or add new branch conditions.