Overview
Most of a shop’s support mail is two kinds of question. The first kind is already answered on a page you wrote: delivery times, returns, sizing. The second kind needs a look at one customer’s order, and that part is yours.
This playbook splits them. The agent answers the first kind from your own pages, with the passage shown. For the second kind it says so plainly and passes the question to your team, so the customer is never left guessing.
Why split policy questions from order questions
A policy question has one right answer, and you have already written it down. An agent that reads your page cannot disagree with it, and when the page changes you fix one page.
An order question is different. The answer sits in your order system, not in your pages, so an agent that guessed would be inventing a delivery date. Saying “I’ll pass this to the team” is slower than a guess and far cheaper than a wrong promise.
The split also shows you what customers ask. Anything your pages do not cover waits on Unanswered, ranked by how often it is asked, and tells you which page to write next.
Step by step
Create the Support Agent
Open the agent switcher and choose New Support Agent. Give it your shop’s name and the handle it will live under.
Setup asks for your shop’s web address and reads the pages it finds, so the agent starts from your own site rather than from a blank page.
hiy.ai/appThe switcher is where every agent after your first one starts. A shop’s Support Agent is a new agent with its own pages and its own rules. Give it your policy pages
Make sure it has read the pages customers actually ask about: delivery, returns, sizing and the FAQ. Add any page it missed by its address, or write a page into Knowledge for something you only ever answer by email.
Keep it to the pages you stand behind today. A returns page that was true last year is worse than no page, because the agent will quote it.
Knowledge · Add- Write a pageAnything you’ve written — notes, an FAQ, a bio.
- Upload a filePDF, Word, Markdown or plain text.
- Add a pageAny post or page address. We read the article text.
The ways to add material: write a page, upload a file, or add a page by its address. Read it back before customers do
Use the Test chat, a private sandbox that works before you publish. Ask it the five questions you answered most often last week, in the words customers use.
Check the citation as well as the answer. If it quotes the wrong paragraph, fix that page now.
TestHow do I export a notebook?
From the docs:Exporting notebooksdocs.yourapp.com- Open the notebook.
- Choose Share, then Export.
- Pick PDF or Markdown and press Export.
The answer is built from your pages and carries its source. Open the chip to see the passage it used. Decide what happens to an order question
Ask it “where is my order?” in the Test chat. It has no view of your orders, so it should say it can’t answer and offer to pass the question to your team.
When a customer accepts, they leave an email and the question lands in your Inbox with the whole conversation, so nobody has to ask again.
TestCan I talk to someone about my order?
Yes. I can pass this to the team.
Want a person to pick this up?
Leave your email and your question goes straight to the team.
ana@example.comSend to the team
An order question is not guessed at. The agent offers the team, and the question reaches your Inbox with the conversation. - A questionThe agent checks your material.
- Material foundAnswer with a citation that opens the passage.
- Material missingAdmit the gap and add it to your queue.
What happens at the edge of the material Tag refund questions as they arrive
In Automations, start from the Refund questions template. It tags a message that mentions a refund and sets it to high priority, so those conversations rise to the top of your Inbox.
Like every automation, it saves switched off. Read it, then turn it on yourself.
Automations- Refund questionsWhen a visitor asks about a refund, tag it and set high priority.
A template you can edit: when a visitor asks about a refund, tag it and set high priority. Put it on your store, then work the gaps
Open Channels, choose Chat widget, and press Install. Where to paste shows the steps for your store’s builder, such as Shopify, WordPress, Squarespace or Wix. To let it answer on your public pages, list your store under Allowed websites and choose Anyone on your sites, then paste the line it shows.
Then watch Unanswered for the first fortnight. Answer each question once with Teach it and every similar question after it is covered.
What this will not do
Every playbook carries this section, because a recipe that only lists what works is marketing.
- On its own it cannot look up an order. It hands an order question to your team, and a lookup that checks an order from your own order system is a separate, optional step that needs a plan with integrations. The pricing page says which.
- Anyone on your sites can open it, so treat what it knows as public. Put nothing in its pages you would not publish.
- It does not take payments, change an order or issue a refund. It tags the refund question and a person answers it.
- A citation shows where an answer came from, not that the page is right. If a page is out of date, the agent will repeat it.