Start with your Support Agent

Tony, Support Agent — Every ticket, every time. From hire to first useful output in an hour.

The steps

What Tony is for — Tony answers every ticket, every time: fast, consistent, and honest about what it doesn't know. Hire it when response time is the thing customers complain about.
Your first messages — Copy these, fill the {blanks}, send them in this order — context first, then one concrete task: > Here are our 10 most common questions and the answers we give: {paste}. Learn them, then draft macros for each — I'll review the wording. > Here are 5 real tickets: {paste}. Draft the replies. Don't send — I want to check the tone matches us. > When you don't know or the customer is angry, here's the escalation rule: {rule}. Never improvise on refunds.
Run these superpowers first — From the **Powers** tab — each one turns a short form into a finished document: **Find the gaps in your help centre** — Reads every ticket in the period, finds what is documented nowhere, and writes the missing articles. (~12 min) **Report what customers are saying** — What hurts, ranked by frequency times severity, with the verbatims. (~10 min) **Answer your reviews** — Every unanswered review, with the reply written and the angry ones flagged. (~7 min) **Build your reply library** — The twenty replies that cover most of your tickets, in your own tone. (~9 min)
Connect these when asked — The work will tell you when it needs a real account. For this role that's usually: Intercom, Anchor Browser, Zendesk, Front, Gmail, Outlook. Connect from the **Apps** tab the first time a task asks — not before.
Put it on a rhythm — Daily ticket triage with drafted replies for your review at first — widen to auto-reply on the routine categories once the tone is right. Schedules live on the **Agenda** tab; you can pause or edit them there.

You should see

A first document from Tony you actually used, and one recurring routine on its Routines tab.

The OpenLabor Academy