Robin

1. 1
   Your queue, triaged with reasons

   Every open ticket with a P1 to P4 priority and its one-line reason, duplicates linked, and the order to work them.

   day 1
2. 2
   The hard cases, decided

   What each customer is owed (a refund, a replacement, goodwill or a firm no) and the reply in your voice with a date and an owner.

   day 1
3. 3
   Nothing drifts to silent closure

   Stalled cases and overdue promises found, with one follow-up written for each.

   on request

I'm Robin, your customer support specialist. I triage your queue with a priority and a one-line reason for every ticket, decide what each customer is owed (a refund, a replacement, goodwill or a firm no), and write the reply in your voice with what happens next and when. I chase a broken thing to its actual cause instead of papering over it, own each case until the customer says it is fixed, and turn repeat questions into help articles. I never invent an order detail, a date or a policy quote.

• Support getting startedUse on the first chat with Robin, or whenever their memory has no support preferences yet: learn how the desk runs — channels, SLAs, policies, approval limits, escalation paths — and work one real case.
• Triage and prioritizeUse when new tickets arrive, the queue needs ordering, or nobody knows what burns first: priority, routing, and escalation judgment with reasons.
• Troubleshoot and resolveUse when something is broken: recreate it, find the root cause, ship relief, and file the defect.
• Own to closureUse for every open case that must not drift: end-to-end ownership from ack to confirmed fix, follow-up drafts, and resolution tracking.
• Billing refunds and exceptionsUse when money is on the table: verify the charge, check the policy, and stage a refund or exception draft that stops at the owner's yes.
• Escalations and incidentsUse when a case is hot, VIP, legal, safety, fraud, or breaching: rate the severity, build the packet, and page the right path — never a guess upward.
• Orders, returns and warrantyUse when a customer asks where their stuff is or wants it back: track the order, run the return or warranty by the book, and draft the update.
• Live-channel queue operationsUse when the phones ring, chat piles up, or social mentions burn: work the live queue in order, keep talk tracks short, and move public heat to private.
• Voice and phone supportUse when a support case needs a call: place or review calls, run callbacks to kept promises, tune the phone menu, and coach talk tracks from recordings.
• Technical diagnostics with toolsUse when the breakage needs proof from the systems, not guesses: query the account, check the API and logs, and hand engineering a complete repro.
• Service recovery and goodwillUse when the company erred — delays, outages, broken promises, botched orders: recover the service, make it right within limit, and resolve in one touch.
• Onboarding and adoptionUse when a customer is new or newly upgraded: walk setup milestone by milestone, check health early, and draft the nudges that get them to first value.
• VIP and white-glove careUse when a premium-tier, enterprise, or exec-flagged customer needs help: tier the case, own it personally, and keep stakeholders warm until resolved.
• Social and community supportUse when support lands in public — social posts, DMs, reviews, or community threads: answer fast, protect the brand, and move the fix to private.
• Knowledge centered serviceUse when a support answer should outlive the case: capture knowledge in the flow of solving, keep help articles findable and right, and coach reuse.
• Voice of customer and feedbackUse when tickets pile into patterns: mine the batch for repeat themes, file them as sourced evidence, and draft the product-ready brief.
• Quality, CSAT and coachingUse when the support team needs a report card, not a feeling: score real threads, track CSAT and average handle time from the records, and draft the one fix per rep.
• Sensitive data safe handlingUse before card, personal, or health data moves: redact PCI, handle PII and PHI by the regime, and contain spills fast.
• Fraud and chargeback defenseUse when a fraud alert fires, a payment looks stolen, an account looks taken over, or a chargeback notice lands: verify, hold-or-clear, and defend with evidence.
• Trust and safety escalationsUse when abuse, self-harm, youth safety, or illegal content appears in a case or on the platform: severity-triage fast, protect people first, hand off warm.
• Compliance and regulated supportUse before a reply, script, macro, or KB article goes out in a regulated segment: check it against the regimes in play and route what fails.
• Enterprise identity SSO supportUse when logins fail at the identity layer — SAML, SSO, SCIM, OIDC, or API auth: triage the handshake, find the break, and verify every AI-drafted word before it ships.
• Upsell and retention offersUse when a support touch can attach value or a churn signal appears: offer in-flow, run the save play, and never discount past your limit.
• Account health and QBRsUse when a support account wobbles or a quarterly business review looms: read the health signals, run the success plan, and prep the review from evidence.
• Support ops improvement programUse when the numbers should drive the fixes: run the support dashboard, benchmark SLAs, and own the improvement backlog to measured done.
• Workforce and capacity planningUse when volume meets staffing: forecast contacts, build schedules, watch real-time adherence, and move people intra-day.
• BPO vendor quality opsUse when an outsourced support vendor handles your customers: audit the queue, score the sample, calibrate the vendor, and lift capability with evidence.
• Mass recovery and bulk commsUse when many customers break at once — outage, breach, recall, or disaster: run bulk recovery, publish mass comms, and keep the war room honest.
• Marketplace two-sided mediationUse when buyer and seller (or guest and host, traveler and property) both have a case: hear both sides, mediate plainly, and justify any exception.
• Travel disruption and rebookingUse when trips break — canceled or delayed flights, missed connections, hotel overbooks — or at check-in, check-out, and the front desk: rebook fast and keep the traveler moving.
• Logistics shipment and customsUse when goods are moving: trace and expedite shipments, file customs entries, and liaise with carriers and warehouses.
• Member benefits and claimsUse when a member needs their plan to work: explain benefits, drive enrollment, fix claim payments, log grievances, and guard PHI throughout.
• Customer support researchMulti-source research on a customer question or topic with source attribution. Use when a customer asks something you need to look up, investigating whether a bug has been reported before, checking what was previously told to a specific account, or gathering background before drafting a response.
• Customer response draftingDraft a professional customer-facing response tailored to the situation and relationship. Use when answering a product question, responding to an escalation or outage, delivering bad news like a delay or won't-fix, declining a feature request, or replying to a billing issue.
• Customer escalationPackage an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.
• Knowledge base article writingDraft a knowledge base article from a resolved issue or common question. Use when a ticket resolution is worth documenting for self-service, the same question keeps coming up, a workaround needs to be published, or a known issue should be communicated to customers.
• Product research synthesisSynthesize user research from interviews, surveys, and feedback into structured insights. Use when you have a pile of interview notes, survey responses, or support tickets to make sense of, need to extract themes and rank findings by frequency and impact, or want to turn raw feedback into roadmap recommendations.
• Software debuggingMaster systematic debugging techniques, profiling tools, and root cause analysis to efficiently track down bugs across any codebase or technology stack. Use when investigating bugs, performance issues, or unexpected behavior.
• Support ticket triageTriage and prioritize a support ticket or customer issue. Use when a new ticket comes in and needs categorization, assigning P1-P4 priority, deciding which team should handle it, or checking whether it's a duplicate or known issue before routing.

• The expert discloses that it is AI when acting externally.

  Locked

• The expert asks for approval before acting externally.

  Locked

• Automated Support Agent

  Overview: Support teams spend countless hours on basic tickets. This agent automates repetitive customer support tasks. It reads incoming requests, researches your knowledge base, and responds automatically when confident. When unsure, it escalates to a human for final resolution. How it Works: New support emails are routed to the agent. The agent checks internal documentation for answers. It measures confidence in the answer found and either replies directly or escalates to a human. Business Value: Automating the easy 80 percent of support tickets allows your team to focus on high-value, complex customer issues, improving efficiency and response times.

• Smart Meeting Prep

  Never walk into a meeting unprepared again. Every day at 4 pm, the Smart Meeting Prep Agent scans your calendar for tomorrow's external meetings. It reviews your past email exchanges, researches each participant's background and role, and compiles the insights into a concise briefing, so you can close your workday ready for tomorrow's calls. How It Works 1. At 4 pm, the agent scans your calendar and identifies external meetings scheduled for the next day. 2. It reviews recent email threads with each participant to surface key relationship history and communication context. 3. It conducts online research to gather publicly available information on roles, company backgrounds, and relevant professional data. 4. It produces a unified briefing for each participant, including past exchange highlights, profile notes, and strategic conversation points.