Who this is for: CS leads and support teams.

The Bot team

One Bot per theme, not per task. Each has its own accounts (see own accounts).

Triage Bot — Owns new tickets and shared inbox: classify, internal note with suggested reply and docs. No public replies.

Follow-through Bot — Owns promises: 'we'll get back to you' threads tracked, nudges owners, drafts updates.

Signals Bot — Owns churn signals: tone, usage drops, unresolved > 7 days, into a weekly list for CSMs.

Routines

On ticket — classify and internal note
Daily — SLA-at-risk and unresolved > 24h digest
Daily — 'waiting on us' tracker with nudges
Weekly — top issues for product; churn-risk list

What's behind approval

Public replies, refunds, account changes. Notes and drafts unattended; anything the customer sees gets a human tap.

What the win looks like

First-response time drops without a Bot ever talking to a customer unsupervised.

What we won't build here

Letting the Bot close tickets or promise things. Prompt injection lives in support inboxes; keep write powers small.

Setup and cost

This playbook fits our Setup package at the 3-Bot tier, one week, fixed price. Plan cost is separate: see which plan you need. Every routine ships with a heartbeat line and the spend watcher.