Knowledge-base answers
Answers hours, policies, delivery windows, how-to steps and account questions from your approved content — never from guesswork.
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AI Agent · Post-saleAn AI support agent that answers instantly and escalates wisely
Handle the repetitive 80% automatically — order and booking questions, hours, policies, next steps — and route anything sensitive to a person with the whole story attached.
Answers in seconds
Grounded in your KB
Smart escalation
Hi — tracking says delivered but it never arrived. Can you check?
Sorry to hear that. Can you share your order number, or the email you used at checkout?
Order 4821 — sam@example.com
Thanks. It shows delivered to the front desk at 2:14 pm yesterday. If it is not with you, I can start a carrier trace and queue a replacement. Want me to do that?
Yes please — and what is your return window?
Returns are 30 days from delivery, so you are well inside it. I have started the trace and opened ticket #2214. A teammate will email you today with next steps.
★★★★★ 4.9/5 rating
1,200+ reviews
8+ years
500+ clients
The problem it solves
Support that drowns in the same five questions
For most teams, post-sale support is not hard — it is relentless. The same factual questions arrive all day, in several inboxes, and every one of them pulls a person away from work only a human can do.
- “Where is my order?” and “Can I still cancel?” repeat dozens of times a week.
- Questions land after hours, when nobody is on the desk, and pile up by morning.
- Answers drift between team members, so the customer gets a different policy each time.
- Urgent complaints sit in the same queue as routine questions, with no priority.
- When a case is finally escalated, the customer has to repeat everything from scratch.
Illustrative example — a day in the queue
- 9:05 am Six “where is my order?” emails in one inbox.
- 11:40 am A refund request goes unanswered while routine questions are answered.
- 6:12 pm The team logs off; twelve messages wait overnight.
- Next 9:00 am Customers chase again — now annoyed that no one replied.
- 10:30 am A rep spends the morning copy-pasting the same answers.
What the agent handles
The routine answers, lookups and follow-through — covered
Everything below is configured to your business and grounded in the knowledge base you approve.
Order & booking status
Looks up an order or an appointment and gives the customer a clear, current status instead of “let me check and get back to you.”
Tiered escalation
Resolves what it can, then escalates the right cases to a person in priority order — sensitive first, routine later.
Ticket creation
Turns an unresolved conversation into a real ticket with the transcript, the customer and the category already attached.
Multi-channel coverage
Works across web chat, email, WhatsApp and SMS, so customers get help on the channel they actually use.
After-hours support
Answers overnight and on weekends, and queues anything that needs a human for the next working block.
Language coverage
Greets and answers in the languages your customers use most, then hands off to a fluent human when nuance matters.
CSAT follow-up
Sends a short satisfaction check after a resolved case and flags unhappy replies to the team straight away.
CRM-aware context
Sees the customer’s history before answering, so replies reflect what they have already been told.
How a case moves
From first question to resolution — or a clean handoff
Every case follows the same path, so nothing is answered with a guess and nothing sensitive is handled by a bot.
1
Question arrives
Chat, email, WhatsApp or SMS.
2
Context check
Looks up the customer and history.
3
Grounded answer
Knowledge base only.
4
Status lookup
Order or booking checked.
5
Resolve or ticket
Closed, or logged for a human.
6
Escalate
Sensitive cases go first.
7
Follow-up
CSAT check and closure.
Human in control
What stays human
The agent is here to take repetitive work off your team, not to make judgement calls. These always go to a person.
- Refunds, credits and anything with a financial outcome.
- Complaints, angry customers and anything that needs an apology.
- Policy exceptions and one-off decisions.
- Legal, regulatory or medical topics — no advice is ever given by the agent.
- The knowledge base itself: what the agent is allowed to say.
When a question falls outside the approved knowledge base, the agent does not improvise. It says it will get a person, opens the ticket, and passes the whole conversation across so the customer never repeats themselves.
Illustrative example — a wise escalation
- 15:20 Customer asks about a package that arrived damaged.
- 15:20 Agent confirms the order and the delivery date.
- 15:21 Customer asks for a refund and compensation.
- 15:21 Agent does not offer money — flags a human with priority.
- 15:24 Support lead picks it up with the full transcript attached.
Where it sits
How it fits the full system
The support agent sits at the post-sale end of the journey, protecting retention after the sale and feeding what it learns back into the front of the funnel.
1
Traffic
Ads, search and social.
2
Capture
Forms, calls and messages.
3
AI Response
Fast first reply.
4
Qualification
Fit and urgency.
5
CRM
Clean record and history.
6
Follow-Up
Sequences until reply.
7
Appointment
Booked and reminded.
8
Sales
Your rep closes.
9
Support
Retention after the sale.
10
Analytics
What produced revenue.
Sibling services
- AI Internal Assistant — the same idea, turned inward for your team’s SOPs and inbox.
- Customer Onboarding Automation — handle the first days after the sale automatically.
- Website AI Chat — answer pre-sale questions before a customer ever contacts support.
Where it works best
- Course Creators — access, billing and “how do I watch this?” questions.
- Optometry — admin questions about appointments, forms and policies.
- Auto Repair — status updates on vehicles and service booking questions.
Related workflows
- Onboarding kickoff — the warm welcome that cuts early support tickets.
- Review request — turn a happy resolution into a public review.
Integrations
Works with your support stack
The agent is built around the tools you already run, not on top of them. Common connections include GoHighLevel and HubSpot for customer records, helpdesk and ticketing systems that are Zendesk-compatible via webhook, WhatsApp for messaging, Twilio for SMS, and OpenAI or Anthropic for the language layer — natively where a connection exists, and via API or webhook where it does not.
If your helpdesk or store is not on that list, we will say so before you commit. Where a direct connection is missing, an automation layer such as n8n, Zapier or Make is often the bridge that keeps tickets and records in sync.
GoHighLevel
HubSpot
Zendesk-compatible
WhatsApp
Twilio
OpenAI / Anthropic
n8n / Zapier / Make
FAQ
AI customer support questions
What kinds of support questions can the agent answer?
The repetitive, factual ones: order and booking status, hours, delivery and return windows, how-to steps, account questions and next steps. It answers only from the knowledge base you approve, and never from guesswork.
How does escalation to a human work?
Refunds, complaints, policy exceptions, legal or medical topics and any angry or sensitive message are routed to a person with the full transcript and a short summary. That way your team picks up mid-conversation instead of starting over.
How is the agent trained on our information?
We build a knowledge base from your policies, help articles, product or service details and approved answers. The agent says only what is in there, and anything outside it becomes a ticket for a human rather than a reply.
Can it handle sensitive customer data safely?
Access is scoped to what the agent needs, lookups are logged, and areas like payments or health information stay with humans. We agree the data rules with you before anything goes live.
Which languages can it support customers in?
It can greet and answer in the languages your customers use most, then hand off to a fluent human when a conversation needs a native speaker or gets nuanced.
How long does setup take?
It depends on how much support content you have and how many channels you connect. After the audit we confirm realistic dates — the rollout is staged, not a single switch. Questions? Email hello@getpraktivo.com.
Get started
See what your support queue looks like with the routine work gone
Share a few details and we will map the repetitive questions, lookups and escalations the agent can absorb first.
Ready to stop answering the same questions all day?
Book a free AI strategy call and we will map the support agent against your real ticket volume and channels.