Support Hero

A complete customer support agent setup that handles L1/L2 tickets autonomously.

What it does

• Ticket triage: Automatically categorizes and prioritizes incoming support requests
• Knowledge base Q&A: Answers common questions from your docs using RAG
• Smart escalation: Knows when to hand off to a human and includes full context
• Multi-channel: Works across Slack, email, and web chat simultaneously

Setup

1. Install the agent: web42 install @sarahchen/support-hero
2. Configure your knowledge base path in config.yaml
3. Add your Slack webhook URL
4. Run web42 start

Configuration

Variable	Description	Required
KNOWLEDGE_BASE_PATH	Path to your docs directory	Yes
SLACK_WEBHOOK_URL	Slack incoming webhook	No
ESCALATION_EMAIL	Email for escalated tickets	Yes
MAX_RETRIES	Number of retries before escalation	No

Architecture

The agent uses a multi-step pipeline:

1. Classifier - Determines intent and urgency
2. Retriever - Pulls relevant context from knowledge base
3. Responder - Generates a helpful response
4. Evaluator - Checks quality before sending

Performance

• 87% first-response resolution rate
• Average response time: 1.2 seconds
• Handles 500+ concurrent conversations