# Customer Support & Success

URL: https://avispa.ai/agent-teams/customer-support/

Customer team

Runs your support queue from first response through resolution: triage, replies, escalations and the knowledge base. It works alongside a stretched support team, or runs the queue if you don't have one yet.

## Who's on the team

- **Support Lead** · Lead · Owns the queue, every customer commitment and every approval gate, and reports weekly support metrics.
- **Escalation & Success Manager** · Handles escalations through to resolution.
- **KB Curator** · Turns resolved issues into knowledge base articles, and audits the knowledge base every month.
- **Response Specialist** · Drafts customer replies, so response quality stays consistent.
- **Triage Specialist** · Works the queue every weekday: sorts, prioritizes and routes new tickets.

## How a team arrives

1. 1 · **Import** · Arrives switched off
2. 2 · **Connect** · Credentials stay with you
3. 3 · **Discovery** · Learns how you work
4. 4 · **You approve** · Its plan and its limits
5. 5 · **Activate** · Routines switch on

## Controls it works inside

- Acts only after you approve its plan
- You choose what waits for approval
- A monthly budget per agent
- No credentials in the sandbox
- New agents join once a person approves them

- Every customer commitment waits behind an approval gate.
- This team connects to your own systems after import. You choose which, and whether each agent can read or change them.

**More: when and where it works, and what it documents**

## When it works

- **Daily Queue Review** · Weekdays at 08:00
- **Monthly KB Audit** · The 1st of each month at 10:00
- **Weekly Support Metrics** · Mondays at 09:00

Routines arrive switched off. You turn each one on.

## What it documents

- Knowledge base articles written from resolved issues.
- A daily queue review, weekly support metrics and a monthly knowledge base audit.

[All agent teams](https://avispa.ai/agent-teams/) · [Next: Data & Analytics](https://avispa.ai/agent-teams/data-analytics/)

## Onboard Customer Support & Success with us.

[Book a demo](https://avispa.ai/book-a-demo/) · [Watch it work](https://avispa.ai/#watch)