# Triage a support inbox and draft answers from your help docs

Answer the common questions automatically, draft replies for the rest from your own docs, and escalate anything about money or safety to a person.

Fields: Customer support · Jobs: Answer customer questions in chat and email

## Steps

### 1. Shared inbox

Run chat and email through Chatwoot and switch on its Captain AI agent for FAQ-style questions.

Uses: [Chatwoot (with Captain)](https://aiteamguide.com/hub/agents/chatwoot-chatwoot/)

### 2. Draft from your docs

For harder tickets, the customer-support plugin from Knowledge Work Plugins drafts a reply and suggests a help-centre article.

Uses: [Knowledge Work Plugins](https://aiteamguide.com/hub/skills/anthropics-knowledge-work-plugins/)

### 3. Starter code if you build your own

Anthropic's customer support agent quickstart shows the pattern with a knowledge base.

Uses: [Claude Quickstarts](https://aiteamguide.com/hub/playbooks/anthropics-claude-quickstarts/)

### 4. Escalation rules

Refunds, cancellations, legal threats and anything about safety always go to a person.

> Written by AITeamGuide from the tools' own docs. We haven't run it end to end in production; test with your own data first.

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From the AITeamGuide Hub: https://aiteamguide.com/hub/playbooks/support-inbox-triage/ (written by the AITeamGuide editors, 2026-10-21). Free to copy and adapt.