> For the complete documentation index, see [llms.txt](https://docs.meetalto.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.meetalto.ai/using-meet-alto/playbooks/customer-support.md).

# Build a helpful support workflow

Answer routine questions accurately while giving uncertain or exceptional cases a clear human path.

Start with the questions your team answers repeatedly. Choose a small, well-understood set before asking an agent to handle every kind of customer issue.

## Prepare reliable answers

Write concise knowledge for each question: the answer, its conditions, relevant links, and what to do when an exception applies. Keep policies current and remove conflicting versions.

Use [Brand Identity](/using-meet-alto/brand-voice.md) to establish a calm, direct style. A supportive reply should answer the question before offering something else.

## Give the agent a clear boundary

Build a [playbook](/using-meet-alto/agents/playbook.md) that asks for missing context, uses approved information, and offers a human when it cannot resolve the issue. Do not ask it to invent compensation, exceptions, or delivery promises.

For store questions, distinguish public product knowledge from [customer-specific order information](/using-meet-alto/integrations/shopify.md). Do not put private customer records into general knowledge to make an answer easier.

## Test difficult cases

Try an incomplete question, outdated information, an upset customer, and a request outside the policy. Check that the response remains useful and honest. Use **Training wheels** while reviewing these cases.

## Make the handoff work

Assign a teammate to review handoffs. Include enough context to avoid making the customer repeat everything, and check the actual Inbox queue rather than relying only on notifications.

Use [Take over](/using-meet-alto/inbox/human-handoff.md) when a person needs to handle the conversation. Review scripted follow-ups separately so an unrelated reminder does not interrupt the support exchange.

Each week, turn repeated unresolved questions into improved [knowledge or feedback](/using-meet-alto/knowledge/improve-answers.md). Measure answer quality and unresolved work alongside message volume.