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This tutorial walks you through building a customer support agent for a fictional enterprise software company called NovaTech. Your agent will answer common support questions using FAQ data stored in the knowledge base, and use a troubleshooting playbook to guide users through resolving issues — all in about 5 minutes.
1

Create a new project

From the Dashboard, go to Projects → New project. Name your project “NovaTech Support”, keep the default chat settings, and select Start from scratch.This opens the global agent view, where you’ll configure your agent’s high-level behavior.
2

Import your FAQ data

Click Knowledge Base in the left sidebar, then Add data sources. Select Table and upload a CSV file containing your support FAQs.Each row in your CSV becomes a separate chunk, and column headers become field names — this makes it easy for the agent to find the right answer for a given question. Use the sample below as a starting point:
question,answer,category
How do I reset my password?,Go to Settings > Security > Reset password. You'll receive a confirmation email within 2 minutes. Click the link to set a new password.,Account
How do I add a new team member?,Go to Settings > Team > Invite member. Enter their email and select a role. They'll receive an invite link valid for 7 days.,Account
How do I upgrade my plan?,Go to Settings > Billing > Change plan. Select your new tier and confirm. Changes take effect immediately and billing is prorated.,Billing
How do I cancel my subscription?,Go to Settings > Billing > Cancel subscription. Your access continues until the end of the current billing period. Data is retained for 30 days after cancellation.,Billing
Why is my dashboard loading slowly?,Slow dashboards are usually caused by large date ranges. Try narrowing the time window to 30 days or fewer. If the issue persists clear your browser cache and try again.,Technical
How do I connect NovaTech to Slack?,Go to Settings > Integrations > Slack. Click Connect and authorize access in the Slack popup. Notifications will start flowing to your selected channel within 5 minutes.,Technical
What do I do if my data export fails?,Check that your export file is under 500MB. For larger exports break them into smaller date ranges. If the issue continues contact support with the error code shown on screen.,Technical
How do I set up two-factor authentication?,Go to Settings > Security > Two-factor authentication. Choose between an authenticator app or SMS. Follow the prompts to verify and activate.,Account
3

Set up the global prompt

Click the Agent tab. In the Global prompt section, define your agent’s personality and behavior. You can click generate to create a prompt from a short description, or write one directly. Use the example below as a starting point:
# Personality
You are a friendly and efficient support agent for NovaTech,
an enterprise software platform. You help customers resolve
issues quickly and clearly.

# Goal
Answer customer questions accurately using information from
the knowledge base. Walk users through solutions step by step.
If you can't resolve something, let them know and offer to
connect them with the support team.

# Tone
Warm, professional, and concise. Avoid jargon. Speak like a
helpful colleague, not a robot.

# Guardrails
Only provide information grounded in the knowledge base.
Never guess at steps, settings, or policies. If you're
unsure, say so honestly rather than making something up.
4

Create a troubleshooting playbook

In the Agent tab, click + in the Skills panel to create a new playbook. Name it “Troubleshooting”.Set the LLM description so the agent knows when to trigger it:
Helps customers troubleshoot and resolve technical issues
with the NovaTech platform step by step.
Then write the playbook instructions:
# Goal
Guide the customer through resolving their technical issue.

# Steps
1. Ask the customer to describe what's happening, including
   any error messages they see — if not already clear from
   the conversation.
2. Search the knowledge base for relevant troubleshooting
   steps.
3. Walk the customer through the solution one step at a
   time. After each step, ask if the issue is resolved
   before moving on.
4. If the knowledge base doesn't have a matching solution,
   let the customer know and offer to escalate to the
   NovaTech support team.
5

Add agent instructions and test

Go back to the Agent tab. In the Instructions field, add routing logic so the agent knows when to use the playbook:
Route to the Troubleshooting playbook when the customer
reports something not working, describes an error, or needs
help fixing a problem.

For straightforward questions (like how to change a setting
or what a feature does), answer directly from the knowledge
base without routing to a playbook.
Click Run in the top-right corner to test your agent. Try prompts like:
  • “How do I add someone to my team?”
  • “My dashboard is super slow, what’s going on?”
  • “I need to set up 2FA on my account”

​
Tips for refining your agent

  • Expand your FAQ data. The more Q&A pairs in your CSV, the more questions your agent can handle accurately. Add rows as you discover common support requests.
  • Iterate on your prompt. Small tweaks to the global prompt can make a big difference — try adjusting the tone or adding specific guardrails based on what you see in testing.
  • Layer on complexity. Once the basics work, you can add more playbooks for different support scenarios (billing disputes, account setup, etc.) and use system tools like Cards or Buttons to make responses more interactive.

​
What’s next?

You’ve built a support agent grounded in real FAQ data. Now explore more ways to power your agent.

Importing data sources

Learn about all the ways to populate your knowledge base.

Playbooks

Build more sophisticated goal-based skills for your agent.