> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cassidyai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Support Auto-Responder

> Pulls ticket and email details, searches a Knowledge Base, and generates on-brand reply drafts.

<Frame>
  <img src="https://mintcdn.com/cassidy/sYy-vNuqpU0xqerK/images/use-cases/customer-support-auto-responder-img-0.png?fit=max&auto=format&n=sYy-vNuqpU0xqerK&q=85&s=c5e853008b047960eb95a84b17bd6486" alt="Customer Support Auto-Responder" width="1920" height="1080" data-path="images/use-cases/customer-support-auto-responder-img-0.png" />
</Frame>

## What does this mean?

Delivers fast, consistent, policy-aligned responses that boost customer satisfaction and trust while cutting repetitive writing and follow-ups.

Pulls ticket and email details with prior conversations, then searches a centralized Knowledge Base of documentation, knowledge articles, FAQs, and past tickets to generate an on-brand reply draft with cited sources and suggested next actions—directly inside the help desk or email client.

## Workflow steps

<Steps>
  <Step title="Trigger on new ticket or email">
    The Workflow activates automatically when a new support ticket arrives in your help desk or a customer email lands in your inbox.
  </Step>

  <Step title="Pull ticket and conversation history">
    Cassidy extracts the ticket or email details—including the customer's question, prior conversation threads, and any relevant metadata—to understand the full context of the request.
  </Step>

  <Step title="Search the Knowledge Base">
    The Workflow searches your centralized Knowledge Base of documentation, knowledge articles, FAQs, and past resolved tickets to find the most relevant information for the customer's issue.
  </Step>

  <Step title="Generate on-brand reply draft">
    Cassidy drafts a policy-aligned response that addresses the customer's question directly, includes cited sources from your Knowledge Base, and suggests next actions—all written in your company's voice.
  </Step>

  <Step title="Route for human review">
    The draft reply is sent to a support team member for quick approval or editing, keeping a human in the loop before any response goes out.
  </Step>

  <Step title="Send and log the response">
    Once approved, the reply is delivered directly inside the help desk or email client, with the interaction logged for full visibility and future reference.
  </Step>
</Steps>

## Related

<CardGroup cols={2}>
  <Card title="Build and configure an Agent" icon="robot" href="/agents/build-and-configure">
    Create a custom Agent with tailored instructions and Knowledge Base access.
  </Card>

  <Card title="Set up your Knowledge Base" icon="book" href="/knowledge-base/setup">
    Add your company documents so Agents can reference them.
  </Card>
</CardGroup>