Support Hero
OpenClawA production-ready customer support agent that handles tickets, escalates issues, and learns from your knowledge base. Integrates with Slack, email, and Zendesk.
Remixed from @sarahchen/support-hero
README.md
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
- Install the agent:
web42 install @sarahchen/support-hero - Configure your knowledge base path in
config.yaml - Add your Slack webhook URL
- 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:
- Classifier - Determines intent and urgency
- Retriever - Pulls relevant context from knowledge base
- Responder - Generates a helpful response
- Evaluator - Checks quality before sending
Performance
- 87% first-response resolution rate
- Average response time: 1.2 seconds
- Handles 500+ concurrent conversations