# First-level support

The first-level support use case is suitable when incoming support requests should be reliably received, pre-sorted, and in some cases answered directly. The agent handles recurring issues, answers standard questions immediately, and forwards more complex cases in a structured way, without hold times.

### What exactly does the agent handle?

In first-level support, the agent answers calls and clarifies the issue. He answers common questions, such as about opening hours, prices, or availability, immediately. For more complex topics, he records all relevant information and prioritizes the issue for handoff. In this way, urgent cases reach the right contact person faster. After each conversation, the content is automatically summarized and provided.

### **Brief explanation: How to set up the use case**

{% stepper %}
{% step %}
**Create agent & refine profile**

Create an agent and define in the **company profile** (configuration area) which topics your support covers (e.g. "We help with IT problems and billing questions"). *Tip:* Use the greeting to point callers out that they are speaking with a digital assistant (e.g. "I can take your ticket or answer quick questions").
{% endstep %}

{% step %}
**Create playbooks for tickets & escalation**

In Playbooks, create guides for issues that a person needs to solve.

* **Playbook "Incident report":**
  * Condition: "Caller reports a technical problem"
  * Task: "Record problem description"
  * Task: "Ask for customer number & urgency"
  * Closing action: Forward (to 2nd-level support in emergencies) or announce a callback (standard ticket).
    {% endstep %}

{% step %}
**Store knowledge**

So that the agent can resolve standard questions ("How do I reset my password?") immediately without disturbing the team:

* **Knowledge base:** Upload manuals, FAQs, or instructions as PDF.
* **Customer questions:** Store short answers for quick fixes (e.g. "Where can I find my customer number?").
  {% endstep %}

{% step %}
**Ticket creation & notification**

Make sure that the call becomes a ticket.

* **Email summary:** Enter *Configuration > Recipients* the address of your ticket system (many systems automatically convert emails into tickets).
* **Webhooks (recommended):** Use webhooks to push the incident report in a structured way directly into tools like Jira, Zendesk, or Freshdesk.
  {% endstep %}

{% step %}
**Assign phone number**

During the test phase, you will receive free phone numbers from us for testing. However, so that your agent remains reachable after the trial period, you still need to assign it a phone number.
{% endstep %}
{% endstepper %}

### Benefits at a glance

The agent ensures that calls are answered at all times and no request is lost. Support teams are relieved because routine inquiries are handled automatically and only relevant cases are forwarded. At the same time, conversations remain traceable, as all requests are documented and can be evaluated. Statistics and call logs make it possible to see which topics occur most frequently.

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