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Build a Customer Support Agent

Build a workflow that answers product questions through retrieval and collects customer details for an installation visit.

Prepare

  • Configure a chat model.
  • Create a Dataset containing a short product guide, and finish parsing it. For a repeatable test, include: “Model A supports Wi-Fi. To reset it, hold the reset button for five seconds.”

Build the workflow

  1. Create a blank Workflow Agent named Customer support demo.
  2. After Begin, add Categorize. Use sys.query as the query variable and select the chat model.
  3. Add two categories:
NameDescriptionExample
Product helpProduct features, setup, and troubleshooting.How do I reset Model A?
AppointmentRequests to arrange a service appointment.I want to arrange an installation.

Product help branch

  1. Connect Product help → Retrieval → Agent → Message.
  2. In Retrieval, select the product Dataset and use sys.query as the query.
  3. In Agent, select the chat model and use this System prompt:
Answer product questions using the provided product guide.
If the guide does not contain the answer, say so and ask for clarification.
  1. In User prompt, enter Question: and insert sys.query. On a new line, enter Product guide: and insert Retrieval's formalized_content. Open the variable selector with / and select the components on your canvas. Names in this example are illustrative; do not type them as variable references.
  2. In Message, insert the Agent's content output.

Appointment branch

Connect Appointment → Await Response → Message. Follow the form example to collect the customer's name and preferred installation time, then display them in Message. This branch collects installation preferences; it does not book a service visit.

Test

Save, then click Run and test each path:

InputExpected result
How do I reset Model A?Product help branch; the answer mentions holding reset for five seconds.
Does Model A support Bluetooth?Product help branch; the answer says the guide does not establish this.
I want to arrange an installation.Appointment branch; a form appears and the submitted name and time are displayed.

If routing is wrong, refine the category descriptions and examples. If retrieval is empty, check parsing status, Dataset selection, and the query. If the answer ignores retrieved text, check the Agent's variable references. Publish only after both branches work as intended.