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SolutionsCustomer Support

Move customer issues towards resolution. Keep your team in control.

Build AI agents that bring together customer context, investigate issues, and coordinate next steps across your connected systems. Define what can proceed automatically, what requires approval, and what remains with your team.

Request a walkthroughExplore the workflow

Featured workflow: Service access resolution

Illustration of the service access resolution pathway: a customer message, the order record and the service entitlement at the left; a prepared resolution in the middle that restores the purchased access, with its preparation steps listed; a draft customer update and follow-up tasks at the right, joined by fine gold lines.

Context brought together

Unify customer data, orders, entitlements and support history in one place.

Prepared next steps

Get clear, actionable recommendations based on your business rules.

Controlled actions

Automate what’s safe, route what needs approval, and keep your team in control.

02Workflows to explore

Support the work across your customer support team.

From service access resolution to technical escalations, build agents that gather context, prepare useful work, and coordinate the next step. Keep customer-facing actions and consequential decisions within the boundaries your team defines.

  • Featured workflow

    Service access resolution

    Bring together the customer case, order or subscription details, and service records. Prepare the resolution brief and request permission to apply the correction.

    Output: prepared resolution and approved corrective action.

    See worked example

  • Order and service issue resolution

    Investigate discrepancies involving an order, subscription, or entitlement. Compare records across systems, identify the cause, and prepare the next step.

    Output: resolution recommendation and proposed action.

  • Technical escalation coordination

    Assemble the customer’s symptoms, attempted troubleshooting, and permitted diagnostics. Prepare a clear escalation package for the next team and draft a customer update.

    Output: escalation package and customer-update draft.

  • Support knowledge maintenance

    Review selected resolved cases, identify guidance gaps, and prepare additions or corrections to your knowledge base. Keep content accurate, clear, and aligned with current product behavior.

    Output: knowledge article draft or suggested update.

Your workflow may be different. Agents are configured around your connected systems, working procedures, and action boundaries.

03One workflow, in detail

Featured workflowService access resolution

Illustrative workflow

From a support request to a prepared resolution.

Here is how those capabilities come together in a service access resolution workflow. The agent reviews the customer and service context, prepares the resolution brief, requests permission to apply the correction, and records the result.

A static illustration. Each card shows one fictional case at a stage of the workflow; nothing here reads a live system, changes an account, or sends a message, and the restored entitlement is not a closed case.

  1. Review the case

    Read the customer case, order or subscription details, and service access records.

    Case context

    CustomerTaylor Kimtaylor.kim@example.com
    CaseCS-48291Opened Nov 12, 2026
    Order / subscription#78421Pro Plan (Annual)
    Service access statusAccess suspended

  2. Prepare the resolution

    Bring the relevant findings together in a resolution brief.

    Resolution brief

    Key findings
    • Purchase and service records matched
    • Purchased entitlement identified
    • Access discrepancy documented
    Proposed correctionRestore service access for Pro Plan (Annual), limited to the purchased entitlement.
    Correction scopeRestore only the purchased Pro Plan entitlement.

  3. Request permission to apply

    Present the corrective action for approval before it proceeds.

    Restore purchased access

    RecipientTaylor Kimtaylor.kim@example.com
    ServicePro Plan (Annual)
    Proposed actionRestore service access for Pro Plan (Annual), limited to the purchased entitlement.
    Customer update (draft)

    We have prepared a correction to your purchased access. We will update you once the change has been applied.

    Status: Requires approval

  4. Record the result

    Keep the approval decision separate from the execution outcome.

    Resolution applied

    1. Approval grantedNov 12, 2026 at 9:07 AM by the support lead
    2. Purchased access restoredNov 12, 2026 at 9:08 AM, recorded by the service tool
    3. Customer update draftedNov 12, 2026 at 9:10 AM, prepared for review and not sent

    The correction has been applied. The customer update is a draft and has not been sent.

04Permissions and approvals

Different workflows. Explicit boundaries.

For each agent, define the information it can access, the actions it may take, and when a person or connected system must approve. Here is one example from the featured customer-support workflow.

Illustration of the arrangement around a service resolution brief: a support agent that gathers customer context across connected systems and drafts resolution options based on policy; a support lead who reviews the brief and approves the restoration action when it complies with policy; a service tool that provides customer data and performs approved actions in the product; and an entitlement system that checks purchased access and validates policy rules before any action is taken. The brief is ready for review.

Example policies for the featured workflow

ActionPolicy
Read customer, order, and service recordsAllowed
Edit the service resolution briefAllowed under a standing grant
Restore purchased accessRequires approval
Grant access outside the purchased entitlementDenied

These are example policies for one workflow. Other customer-support agents can have different boundaries.

Resolution, not unrestricted changes.

This workflow corrects a purchased service-access issue, such as restoring access that is unavailable due to a technical error. It does not grant additional benefits or override commercial policy. Different support workflows can have different boundaries based on your business rules.

05The record and the follow-up

Know what was prepared. See what was authorized.

Review the agent’s work alongside the permission decisions that governed it. See the resolution brief it prepared, the action submitted for approval, and the result of the connected correction.

Decision record

Actions, permissions and outcomes for this illustrative workflow.

  1. Customer case readAuthorized by data access policyNov 12, 20269:03 AM
  2. Order and service records reviewedAuthorized by data access policyNov 12, 20269:04 AM
  3. Resolution brief preparedPrepared by support workflowNov 12, 20269:05 AM
  4. Access correction approvedAuthorized by support lead approvalNov 12, 20269:07 AM
  5. Purchased access restoredRecorded by service toolNov 12, 20269:08 AM
  6. Customer update draftedPrepared by support workflowNov 12, 20269:10 AM
  7. Follow-up queuedTriggered by configured workflowNov 12, 20269:10 AM
Illustration of three records joined by gold lines: a resolution brief summarizing the issue, the findings and the recommended resolution; a permission check confirming the data access policy, the entitlement modification rule, the support lead approval and audit logging; and a completed action, the purchased access restored and recorded by the service tool under reference SR-78421.

Continue the follow-up without another chat.

A background agent can continue the follow-up using the context, permissions and policies configured for that workflow.

Customer follow-up

Configured follow-up
  • Verify access remains active.
  • Check for a customer reply.
  • Record the next step.

Triggers, available context and permitted actions depend on the workflow configuration.

06Connected systems and procedures

Build around your records and procedures.

Connect the customer, order or subscription, and service information the workflow needs. Provide the support procedures the agent should consult, and configure the tools and actions available to it.

Illustration of three inputs, customer case data, order and subscription records and support procedures, joined by gold lines to a Zograph agent that gathers context, prepares the resolution brief and routes it for approval, and on to a resolution ready: a prepared next step for the team to review, approve, and take.

Customer and account context

Connect the records needed for the task and bring relevant customer context into the workflow.

Order and service records

Provide purchase, subscription, or entitlement information needed to understand the issue and prepare the right correction.

Support procedures

Supply the service and communication procedures, and configure which actions are permitted, require approval, or remain unavailable to the agent.

Available records and actions depend on the integrations and permissions you configure.

07Get started

Start with one customer support workflow.

Bring a process your team handles today. We’ll explore what an agent should gather, what it should prepare, and where your team needs to review or decide.

Clearer support operations.
Better customer outcomes.