Lesson 68: Building a Customer Support Assistant with OpenClaw

The goal is not to automate as many replies as possible. The goal is to answer faster, answer correctly, and know when to escalate.

Skills Used

Search skills.lc for support, knowledge base, helpdesk, or rag. In this environment, use documents for knowledge-base content, browser to verify help docs, slack or discord for internal coordination, and notion or obsidian for knowledge entries.

Workflow

Structure the knowledge base: product issues, account issues, billing, troubleshooting, refund policies, and escalation paths. Each entry needs scope and update time.

For each customer question, classify it, retrieve relevant knowledge, and draft a reply with a concise answer, steps, and missing information.

Escalate refunds, complaints, privacy, security, legal issues, and uncertain answers.

Exercise

Give OpenClaw ten user questions and an FAQ. Ask for reply drafts, classification tags, and an escalation list.

A reliable support assistant knows when it should not answer.