Scenario: You've just completed your first month as the customer support specialist at TechStart, a growing software company with a popular productivity app. What seemed like a manageable job has quickly become overwhelming: your inbox is constantly flooded with support requests ranging from simple password resets to complex technical issues.
As the only full-time support, you're struggling to keep up. Customers are waiting longer for responses, you're working overtime, and your manager has noticed the growing backlog of unresolved tickets.
It's time to leverage your computational thinking to tackle this problem using AgentFlow — a drag-and-drop workflow automation tool with AI agents!
Welcome to AgentFlow! You'll build a workflow to automate support ticket processing.
Start by dragging the Email Monitor block onto the workspace.
Your Role: Customer support specialist at TechStart
Challenge: Overwhelming volume of support emails ranging from simple password resets to complex technical issues
Problem: Growing backlog, longer response times, working overtime
Goal: Create an automated workflow that can monitor the inbox, categorize tickets, and route them appropriately
Write instructions for your AI agent to analyze and categorize support emails.
Your AI agent needs clear instructions on how to categorize and prioritize support emails. Include the following in your prompt:
Consider these common support categories:
Explain how to determine the priority of a ticket:
Example 1 (incomplete):
"Analyze each support email to identify the customer's name and email address. Categorize the issue as either Account, Technical, Billing, Feature Request, or Data problem. For technical issues, check if they mention app version..."
Example 2 (incomplete):
"Look for urgent language like 'ASAP', 'urgent', 'critical', or 'deadline' to identify high-priority tickets. Also consider enterprise or paid customers as higher priority. Technical issues that prevent work should be high priority, while feature requests are generally low priority..."
An AI Agent task is running. Review your Agent's output below to debug your workflow.
Hi TechStart Support,
I've been trying to log in to my account but I can't remember my password. I've tried the "forgot password" link, but I'm not receiving any reset email.
I've checked my spam folder and it's not there either. I've been a premium user for 6 months now and really need to access my account for work today.
Can you please help me reset my password?
Thanks,
Sarah
Sarah Johnson
Account email: sarah.j@example.com
Hello,
I have a critical deadline in 2 hours and I can't access any of my project files in the app. When I try to open my "Client Presentation" project, I keep getting an error message saying "Project unavailable, try again later".
I've restarted the app and my computer multiple times, cleared cache, and even reinstalled the app, but nothing is working. This is EXTREMELY URGENT as I have a client presentation that I need to finish.
Please help me recover my files ASAP! I'm on the Enterprise plan and expect immediate support for issues like this.
Michael Chen
Design Co Ltd.
Account: m.chen@designco.net
Phone: 555-789-4321
Hey TechStart team,
I love your app, but I work late at night and the bright interface hurts my eyes. It would be amazing if you could add a dark mode option in a future update.
Many competing apps already have this feature, and it would make a big difference for night owls like me! I think other users would appreciate it too.
Thanks for considering this suggestion.
Best,
James
Hi Support Team,
I'm having trouble getting my tasks to sync between my phone and laptop. I'm using your app on both an iPhone 13 and a Windows 11 laptop.
When I create or update tasks on my phone, the changes don't appear on my laptop for hours, if at all. I've checked that both devices are connected to the internet and have the latest app version installed.
This is becoming a real problem for my productivity as I need my task list to be up-to-date across all my devices.
Any suggestions on how to fix this?
Thanks,
Emma
App version (iPhone): 4.2.1
App version (Windows): 4.2.0
To whom it may concern,
I was checking my credit card statement and noticed I was charged twice for my monthly subscription to TechStart Pro. The charges occurred on Nov 1 and Nov 3, both for $12.99.
I should only be billed once per month according to my subscription plan. Can you please look into this and refund the duplicate charge?
My account email is david.t@company.org and the last four digits of the credit card are 7890.
Thank you for your assistance.
Regards,
David Thompson
Your AI Agent has processed and categorized the support emails. Here are the results:
The system has automatically assigned tickets based on priority: