Hand customer support to an AI coworker
Customer support is where small businesses bleed time. Duet is an AI coworker that drafts, triages, escalates, and prepares replies for review, then keeps routine tickets moving under your approval rules. The inbox is prepared before you sit down in the morning — not a graveyard by Friday.
How Duet runs this with review rules.
Connect your support inbox and help docs
Point Duet at support@ (Gmail, Help Scout, Gorgias, Zendesk, Intercom, or plain IMAP) and at your help center, FAQ pages, and refund policy. Duet ingests recent tickets and your knowledge base so its first reply already sounds like you.
Teach it your voice with the real replies
Drop in real replies you sent — the messy ones, the long ones, the short ones — so Duet learns tone, signature, default refund stance, and the phrases you use when something has gone wrong. The rest of the playbook inherits from those examples.
Set the escalation rules
Tell Duet what you want to see yourself: high-value refund requests, churn risk, anything mentioning a lawyer, anything from a strategic customer. Everything else is drafted into send-as-is or review queues based on your confidence threshold.
Let it triage every new ticket
New tickets land, Duet classifies them in seconds, drafts a reply, attaches the relevant help-doc link, and tags the ticket. You see a clean queue with three buckets: send-as-is, edit-and-send, and needs-me.
Prepare approved responses for easy ones
Password resets, order-status checks, invoice copies, refund acknowledgments — Duet prepares or routes responses through the connected helpdesk after approval or under explicit rules, logs the action, and keeps the ticket moving. The customer gets a fast, useful answer instead of waiting for a Monday-morning reply.
Get a recurring support brief
On a weekly cadence, Duet drops a one-paragraph brief in your inbox: tickets handled, top three themes, anything escalated waiting on you, and what changed about your customers' questions this week.
This job fits these roles.
Browse the persona axis to see the rest of the work each role hands off — the same job ladders into adjacent ones once Duet knows your business.
Long-tail playbooks that lean on this job.
Common questions about handing this off.
Will it actually sound like me, or will customers spot the bot?
Duet reads approved examples of your recent replies inside your workspace, so it can use your sign-off, your apologies, your refund stance, and the specific phrases you use when something has gone wrong as context. The goal is for routine replies to sound close enough that the first review pass is about small corrections, not rewriting from scratch.
What happens when a customer is angry or the ticket is sensitive?
You set the escalation rules. Refund requests over a threshold, churn risk, anything mentioning legal action, anything from a top customer — Duet flags them, drafts an empathetic holding reply, and routes the ticket to the queue you watch yourself. The risky ones never get sent without you.
Which inboxes and helpdesks does it work with?
Duet can connect to inboxes and helpdesks through native skills, Composio, APIs, IMAP, CSV, or custom wiring depending on the vendor. For Gmail, Outlook, Help Scout, Gorgias, Zendesk, Intercom, Front, Freshdesk, and Crisp-style workflows, scope the exact read, draft, and write-back permissions during setup.
How long until tickets are actually being handled, not just drafted?
Teams should move from drafted-for-review to explicitly enabled sends category by category. The safest path is to start with one well-defined bucket — order status or password resets — enable narrow send rules once the drafts look right, then expand from there.
What does it cost compared to a support agent or a helpdesk add-on?
A part-time support contractor and helpdesk AI add-ons can both become meaningful line items. Duet is metered by usage and is designed to cover repeatable support work without adding another per-seat helpdesk layer; check current pricing against your ticket volume before deciding.
Does Duet replace my support team?
No. Duet handles the repeatable volume so your team can focus on conversations that actually need a human. Status checks, resets, and refund acknowledgments can move out of the queue; judgment-heavy tickets land on a human's desk faster, with more context, and without a backlog in front of them.
Hand customer support to Duet today.
Start with one connected workflow, then let Duet run the recurring pieces from your workspace.