Customer Support

{
  "name": "Support line",
  "direction": "inbound",
  "config": {
    "instructions": "You are a customer support agent. Help callers with their questions and issues. Be friendly and patient. Answer from the knowledge base. If you can't solve the issue, offer to connect them to a specialist. Confirm the issue is resolved before ending the call.",
    "first_sentence": "Hi, thanks for calling. How can I help you today?",
    "knowledge_base_ids": ["0c4f4b9e-8b0a-4f57-9d3e-2f1a7c9d1234"],
    "analysis_schema": {
      "issue_resolved": { "type": "boolean", "description": "The caller confirmed the issue is solved" },
      "issue_type": { "type": "string", "description": "account, billing, product or order" }
    },
    "webhook_url": "https://your-app.com/webhooks/support"
  }
}

app.post('/webhooks/support', async (req, res) => {
  res.status(200).json({ received: true });

  const call = req.body;
  const resolved = call.analysis?.issue_resolved === true;

  await supportSystem.logInteraction({
    customerPhone: call.phone_number,
    issue: call.call_summary,
    type: call.analysis?.issue_type,
    resolved,
    transcript: call.transcript,
    recordingUrl: call.recording_url
  });

  if (!resolved) {
    await sendFollowUpEmail(call.phone_number, call.call_summary);
  }
});