Most support volume is the same twenty questions. Answering them well takes your best writing; answering them constantly takes your whole day.
Your Squad teammate holds the queue continuously: its own inbox for email support, Slack for the community, both at once if that is where your customers are. It answers only from sources it can cite: your help docs, your past tickets, the squad's Company file. The escalation line is yours to draw, and it holds.
Every customer interaction goes to memory. The customer who already wrote twice this month gets an answer that knows it. When you correct a reply once, the correction sticks.
Connect your help docs, past tickets, and product notes. Keep the squad's Company and Glossary files current; the teammate reads them every run.
Refunds, bugs, anger, and anything new go to you. Say it once in chat; the line goes into the teammate's notes and holds on every reply.
First response from its own inbox or in the Slack thread, in the tone your Voice file sets. What it cannot source becomes an escalation, never a guess.
A ticket with the thread, the customer's history from memory, and a drafted reply. Most escalations end in one tap from the dashboard or Telegram.
For an answer that needs your product open, use Teach a task: demonstrate once on the teammate's screen and it turns your walkthrough into a skill it repeats.
Open the teammate's profile and watch its screen live while it works a thread. Take over the keyboard if you want to handle one yourself, and hand it back.
ESCALATION — Priya @ Northwind (customer 14 months) Asked for a refund on the annual renewal, 6 weeks in. Policy says 30 days. But: she reported the export bug that took us 3 weeks to fix, and her usage stopped the day it broke. Drafted reply: partial refund for the broken weeks + 2 months credit, and an honest apology. History says she stays if we are fair here. [ Send as drafted ] [ Edit ] [ Full refund instead ]
Your teammate connects through the integrations you approve, works on its own computer with its own browser, and asks you before anything irreversible.
You connect the docs and the support inbox, and draw the escalation line.
It answers 14 routine questions, all cited. You read every one. Two escalations arrive with drafts; both were right to escalate.
You teach the two hardest answers by demonstration — screen open, Teach a task, done. They never escalate again.
First-response time is minutes at 2 AM. You handle judgment calls only, mostly with one tap.
An AI teammate works the refund queue against your rules every morning: approves the clear cases, holds the edge cases for you, logs everything..
An AI teammate sorts the overnight inbox each morning, answers the routine messages, and flags the few that need you.
An AI teammate spots accounts going quiet each week and drafts the check-in before they cancel.