What teams add to their products, and how they build it

Customer support on your website

The same questions arrive every day: delivery times, returns, how to reset a password. The answers are already in your help centre and policies; customers just don't find them.

Agent template: Customer Support or Website Chatbot

1. 01Knowledge

   Crawl the help centre, upload the policy PDFs, add Q&A for the answers that must be word for word.

2. 02Agent

   A prompt with your tone and when to hand over to a person; the grounding guardrail keeps it to your content.

3. 03Widget

   One script tag on the site, locked to your domain.

Tracing shows the questions it couldn't answer well, so you know which article to write next.

Product search in plain language

Shoppers describe what they want ("a waterproof jacket for hiking under $200") and the keyword search bar returns nothing useful.

Agent template: Product Discovery

1. 01Knowledge

   Crawl the catalogue pages. Hybrid search matches both the meaning and exact model numbers and SKUs.

2. 02MCP

   Optional: a tool for live stock and prices from your store's API.

3. 03Widget or API

   The widget on the shop, or the API behind your own search box, showing the sources event as product links.

The sources in each reply show which pages it relied on.

Order tracking from your own systems

"Where's my order?" needs live data, not a document. The answer is in your order system.

Agent template: Order Status

1. 01MCP

   An MCP server in front of your orders API with a get_order tool, behind a bearer token.

2. 02Agent

   Instructions on what to ask for (order number, email) and what it may share.

3. 03API

   Called from your app or support inbox; tool_call and tool_result events show each lookup.

Every tool call is in the trace with its input, output and timing.

Internal knowledge search

Policies, runbooks and onboarding docs are spread across PDFs and an intranet. People ask a colleague instead.

Agent template: Organisation Knowledge, IT Helpdesk or HR and Leave

1. 01Knowledge

   Upload the PDFs and crawl the intranet pages that are public to your crawler, plus snippets for the rules people always ask about.

2. 02API

   Behind your own internal tool, or a workflow that posts answers to Slack.

Answers cite their sources, so people can check the original.

Automations triggered by webhook

Incoming emails, form submissions and tickets need sorting, a first draft and a ping to the right person.

Agent template: Customer Support (for the drafting agent)

1. 01Workflow

   Webhook start, Classify to sort, Extract to pull the details, an Agent to draft, a Guardrail to check, then Slack, email or an HTTP call to your ticketing system.

2. 02Trigger

   Point your form, inbox or helpdesk webhook at the workflow's hook URL.

The run log shows each step's output, and failed runs say which step failed and why.

Lead qualification

Good enquiries wait behind the rest until someone reads them, and every one gets retyped into the CRM or a chat message.

Agent template: Custom (for the drafting agent)

1. 01Workflow

   Webhook start from your form, Extract the team size, need and timeline, Classify hot, warm or cold.

2. 02Agent

   Drafts a short first reply for hot leads, in your voice.

3. 03Slack and HTTP

   Hot leads post to #sales with the draft; the rest go to your CRM with an HTTP request.

The runs list shows every enquiry's fields and score, and which step failed if one did.