Support
Customer Support
Put AI Agents to work across the support queue — triage, drafting, knowledge — so agents handle the cases that need a human.
Support teams are buried in repetitive volume that’s faster to answer than to escalate. AI Agents take the routine — triaging tickets, drafting first replies, generating knowledge base articles from resolved cases — so human agents handle the cases that need judgment.
Start with a Marketplace template
The Marketplace ships pre-built Agents you can clone in one click. Adapt them to your products, your tone of voice, your escalation rules. Or build a custom Agent from scratch.
Customer Query Handler
Answers customer questions from your knowledge base — useful for first-response drafts and self-serve flows.
Customer Support Categorization
Classifies tickets into billing / technical / account / feature / bug and assigns P1–P4 priority on the way in.
Browse the Marketplace
The full catalog of Agents — ticket triage, response drafting, KB management, escalation routing.
Click Clone Agent on any listing, connect your support tools (Zendesk / Intercom / Salesforce Service Cloud), and run on a real ticket.
Pick your path
How hands-on do you want to be? Pick a tab — the rest of the page is written for you.
You don’t need to touch the builder. Open the cloned Agent above, ask in plain English, and let it work across the systems it’s connected to.
Sharpen the answers with knowledge
Upload your support playbook, tone-of-voice doc, escalation rules, and knowledge base articles. Every conversation references them — sharper output, no new setup.
Add knowledge
Upload context once. Every conversation references it.
Make it run on its own
When the same kinds of tickets keep landing, set a trigger — every billing question gets first-touch drafted, every refund request gets routed to the right team. One toggle, no code, no builder.
Triggers
Schedule runs, fire on ticket events, listen to webhooks.
Ready to go further?
When prompting and templates stop being enough — when you want the Agent to follow your playbook word for word and orchestrate triage across channels — pick the Build visually tab above.
You’re comfortable in product UIs. You don’t want to wire up an Agent from scratch, but you do want it to follow your support playbook ticket by ticket. Open the cloned Agent in the builder and shape every piece.
Connect the tools it needs
Support Agents work best when they can read from and write to the systems your team already uses.
- Ticketing — Zendesk, Intercom, or Salesforce Service Cloud for tickets and case history
- Knowledge base — your KB system for citation-grounded responses
- CRM — HubSpot or Salesforce for customer context
- Comms — Gmail, Slack for follow-up and internal escalation
See more about Integrations.
Shape every surface
Each piece below changes how the Agent behaves. Run it on a real ticket between every change — small iterations beat big rewrites.
Prompt
Edit the system prompt to match your tone, your escalation rules, your tier-1 boundary.
Tools
Add or remove the actions the Agent can take — search the KB, query the CRM, draft replies, route tickets.
Knowledge
Upload your KB articles, support playbook, and tone-of-voice guides. The Agent draws on these in every reply.
Triggers
Run the Agent automatically — on every new ticket, on tag updates, on SLA breaches.
Alerts
Get notified when CSAT drops, when an SLA is at risk, when an escalation pattern emerges.
Memory
Persistent context per customer — past tickets, known account context, prior resolutions.
Chain Agents into a workforce
When a single Agent isn’t enough — triage, then draft, then update the CRM, then notify the team — wire them on the Workforce canvas.
Build a workforce
Drag, connect, and run multi-Agent pipelines without code.
Test before you trust
Set up evals so regressions in tone or accuracy get caught before the Agent replies to a customer.
Evals
Define test cases in the UI. Run them on every change.
Ready to go further?
When clicking through the builder starts to feel slow — when you’d rather have your AI coding assistant build and edit Agents for you, drop into custom Python or JS code blocks, or call Agents from your own app via the SDK — pick the Build with AI tab above.
You already work in an AI coding environment. Clicking through a UI to edit response templates feels slow. Have your AI assistant build, shape, and orchestrate Agents directly from your editor.
MCP & Plugins
Connect your AI coding environment to Relevance AI over MCP. Describe what you want in natural language; your AI assistant reads and writes your Relevance workspace — system prompts, Tools, knowledge, triggers, workforces, evals.
Claude Code plugin
The fastest setup. Install the Relevance AI plugin and build Agents from your terminal.
MCP server
Connect from Claude Desktop, Cursor, VS Code, ChatGPT, OpenAI Codex, or any MCP client.
Agent skills
Clone the skills repo so your coding assistant has built-in knowledge of Relevance patterns.
MCP & Plugins overview
The full reference for what you can do programmatically.
The four levels in support
How the autonomy ladder plays out across the support queue:
L1 — Assisted
An agent opens a ticket and asks the Agent to summarize the customer’s history and suggest a reply — the Agent returns context with a draft response.
L2 — Copilot
An agent reviews a batch of new tickets — the Agent has already drafted replies and triage suggestions, the agent approves and sends.
L3 — Autopilot
A new ticket lands → triaged, tagged, routed, first-reply drafted and auto-sent on simple cases, all without an agent touching the queue.
L4 — Self-driving
You set the objective — “cut time-to-first-response” — and the Workforce triages, drafts, and routes, with its triage and template criteria tuned through evals as CSAT outcomes flow back.
Zoom into a single use case
Each use case below is a working entry point — clone a template, then run it, shape it visually, or build with AI depending on which tab fit you.
Ticket triage and routing
Classify, tag, and route every inbound ticket so the right agent picks it up first.
Response drafting from KB
First-draft replies grounded in your knowledge base, with citations so the agent can spot-check.
KB article generation
Turn resolved tickets into knowledge base articles — close the loop without writing them by hand.