1Support Agent capabilities:
2- Answer FAQs
3- Track orders
4- Handle complaints
5- Escalate to human
6- Knowledge base search

1Instead of:
2- Hard-coding every answer
3- Creating endless flows
4 
5Use Knowledge Base:
6- Upload documents
7- Agent searches & answers
8- Easy to update
9- Scales better

1Steps:
21. Go to Knowledge Base section
32. Click "Add Data Source"
43. Options:
5   - Upload files (PDF, TXT)
6   - Add URLs
7   - Manual text entry
84. Process documents
95. Agent can now search

1Supported:
2- PDF documents
3- Text files
4- Web pages (URLs)
5- CSV/spreadsheets
6- Google Docs (via URL)

1Setup:
21. Add "AI Knowledge" block
32. Configure:
4   - Question: {last_utterance}
5   - Search knowledge base
6   - Generate answer
73. Handle no results:
8   - Fallback message
9   - Offer alternatives

1┌─────────┐     ┌───────────┐     ┌──────────┐
2│  User   │────▶│ Knowledge │────▶│ Response │
3│ Question│     │   Search  │     │          │
4└─────────┘     └───────────┘     └──────────┘
5                      │
6                      ▼ (not found)
7               ┌────────────┐
8               │ Fallback:  │
9               │ "Let me    │
10               │ connect    │
11               │ you..."    │
12               └────────────┘

1Flow:
21. "What's your order number?"
32. Listen block (capture entity)
43. Validate format
54. Call API to get status
65. Display result

1Listen block config:
2- Custom entity: @order_number
3- Pattern: alphanumeric
4- Store in: {order_number}

1Integration block:
21. Add "Integration" block
32. Select "Custom API"
43. Configure:
5   - URL: https://api.store.com/orders/{order_number}
6   - Method: GET
7   - Headers: API key
84. Store response in variable

1Parse API response:
21. Set variables from response
3   - {order_status}
4   - {delivery_date}
5   - {tracking_url}
6 
72. Talk block:
8   "Your order #{order_number}
9   Status: {order_status}
10   Expected: {delivery_date}
11   Track: {tracking_url}"

1Before routing:
21. Analyze message sentiment
32. Route accordingly:
4   - Positive → Normal flow
5   - Negative → Empathy response
6   - Very negative → Human handoff

1AI Response block:
2"You are a customer service agent.
3The customer is frustrated about: {last_utterance}
4 
5Respond with:
61. Acknowledge their frustration
72. Apologize sincerely
83. Offer specific help
94. Keep it brief (2-3 sentences)"

1When to escalate:
2- User requests human
3- Multiple failures
4- High sentiment score
5- Specific keywords
6 
7Escalation block:
81. Collect user info
92. Create support ticket
103. Notify team
114. Confirm to user

1Condition block:
2If {order_status} = "delivered"
3  → "Your order was delivered on {date}"
4Else if {order_status} = "shipped"
5  → "Your order is on the way!"
6Else
7  → "We're preparing your order"

1Chain conditions:
21. Check intent
32. Check entity values
43. Check variables
54. Check time/date

1Comparisons:
2- {value} = "text"
3- {number} > 100
4- {status} != "cancelled"
5 
6Logic:
7- {a} AND {b}
8- {a} OR {b}
9- NOT {condition}
10 
11Contains:
12- {text} contains "refund"

1Set block uses:
2- Store user input
3- Calculate values
4- Transform data
5- Set flags
6 
7Examples:
8- {total} = {price} * {quantity}
9- {is_premium} = true
10- {formatted_date} = format({date})

1Working with lists:
2- {items} = push({items}, "new item")
3- {first} = {items}[0]
4- {count} = length({items})

1Reuse flows:
21. Create sub-flow (e.g., "Collect Email")
32. Use Go-To to jump to flow
43. Return when complete
54. Avoid duplication

1Let users switch topics:
2User: "Actually, I want to track an order"
3 
4Go-To block:
5- Detect intent change
6- Jump to relevant flow
7- Maintain context if needed

1Beyond text responses:
2- Image cards
3- Carousels
4- Buttons
5- Quick replies
6- Links

1Display products:
21. Add Carousel block
32. Configure cards:
4   - Image
5   - Title
6   - Description
7   - Button
83. Dynamic data from variables/API

1Test scenarios:
21. Happy path (everything works)
32. Edge cases (unusual inputs)
43. Error handling (API fails)
54. Intent confusion
65. Multi-turn conversations

1In preview:
21. Enable debug panel
32. See current block
43. View all variables
54. Track flow path
65. Identify issues

1Deploy to:
2- Web widget
3- Slack
4- Discord
5- WhatsApp (via integration)
6- Custom (API)

11. Go to Publish
22. Select Web Widget
33. Customize appearance
44. Copy embed code
55. Add to website