Customer Support

Overview

Classifies incoming tickets by priority, category, and customer sentiment, then drafts empathetic responses using semantic search over the support retrieval. Middleware blocks spam senders with StopProcessing before the LLM runs, saving tokens. New solutions discovered during response drafting are stored back into the retrieval for future tickets. Tools use context injection for run traceability.

Use cases

Architecture

Main template files

Install these files with connic init my-project --templates=customer-support. The CLI places agent definitions in a folder named after the template under agents/.

customer-support/
  agents/
    support-triager.yaml
    support-responder.yaml
    support-pipeline.yaml
  tools/
    support_tools.py
  middleware/
    support-triager.py
  schemas/
    ticket-classification.json
  requirements.txt
  README.md

Get started

Install the template, create a Connic project, and deploy through a connected Git repository or the CLI.

1. 1

   Install and scaffold

   Install the SDK and create a project from this template.

   terminal

   Copy

   pip install connic-composer-sdk
   connic init my-project --templates=customer-support

   Then cd my-project

2. 2

   Deploy

   Choose a deployment method. A connected Git repository deploys on push; use the CLI for projects without a connected Git repository.

   Git integration

   1. 1

      In Connic: Project Settings → Git & Environments, connect the GitHub repository

   2. 2

      On the same page, map a branch (e.g. main) to the Production environment

   3. 3

      Push the scaffolded project to that repository

   terminal

   Copy

   git add .
   git commit -m "Add Customer Support template"
   git push origin main

   CLI deploy

   1. 1

      In Connic: Project Settings → API Keys & MCP Auth, create an API key and copy project ID

   2. 2

      Run connic login in the project folder

   3. 3

      Use connic dev to try with hot-reload, connic test to run suites, or connic deploy for production

   terminal

   Copy

   connic login
   connic dev     # Ephemeral dev env with hot-reload
   connic test    # Run declarative test suites
   connic deploy  # Deploy to production

3. 3

   Connect and configure

   Add a WebSocket connector for real-time chat with streaming responses. Optionally add an HTTP Webhook (outbound) connector to forward escalations to Slack or PagerDuty. Use a connic/* model, or add BYOK credentials under Project Settings → LLM Provider.

   Full connector setup guideQuickstart guideConnector docs