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Customer Service Agent

Specialized customer support agent

Create a specialized customer service agent that can handle support tickets, analyze sentiment, categorize issues, and provide appropriate responses with escalation recommendations.

Agentscustomer_service_agent

Usage

01Add the block to your workflow and connect it to the upstream step.
02Configure any required credentials or tokens in the inputs.
03Fill in required inputs and optional parameters for the run.
04Run a test execution, inspect outputs, and iterate before deploying.
05Deploy the customer_service_agent block with monitoring enabled in production.

Inputs (UI)

Agent Profile

agent-profile-selector

Layout: full

System Prompt

long-input

Placeholder: You are a professional customer service agent. Always be helpful, empathetic, and solution-focused...

Layout: full

Condition: agentProfileId = ""

Customer Message

long-input

Placeholder: Enter the customer message or support ticket...

Layout: full

Customer Context

long-input

Placeholder: Enter customer history, account info, previous interactions...

Layout: full

Model

dropdown

Layout: full

Options: Dynamic options

Knowledge Base

long-input

Placeholder: Enter company policies, FAQ, product information...

Layout: full

Knowledge Sources

knowledge-source-input

Layout: full

Max Search Results

slider

Layout: half

Condition: knowledgeSources = ""

Similarity Threshold

slider

Layout: half

Condition: knowledgeSources = ""

Escalation Rules

code

Placeholder: { "keywords": ["refund", "cancel", "angry", "lawsuit", "complaint"], "sentimentThreshold": "negative", "priorityThreshold": "high", "autoEscalate": true }

Layout: full

Agent Type

dropdown

Layout: half

Options: None (Default), Chatbot, Customer Assistant, HR Agent

Response Style

dropdown

Layout: half

Options: Professional, Friendly, Empathetic, Concise

Include Analysis

switch

Layout: half

Tools

tool-input

Layout: full

Response Format

code

Placeholder: { "type": "object", "properties": { "content": {"type": "string"}, "sentiment": {"type": "string", "enum": ["positive", "neutral", "negative"]}, "priority": {"type": "string", "enum": ["low", "medium", "high", "urgent"]}, "category": {"type": "string"}, "suggestedActions": {"type": "array", "items": {"type": "string"}}, "escalationRequired": {"type": "boolean"} } }

Layout: full

Enable Memory

switch

Layout: half

Memory Limit

slider

Layout: half

Condition: memoryEnabled = true

Importance Threshold

slider

Layout: half

Condition: memoryEnabled = true

Memory Tags

short-input

Placeholder: customer-support, billing, technical

Layout: half

Condition: memoryEnabled = true

Inputs (API)

agentProfileId

string

Optional

systemPrompt

string

Optional

customerMessage

string

Required

customerContext

string

Optional

model

string

Required

apiKey

string

Optional

temperature

number

Optional

agentType

string

Optional

knowledgeBase

string

Optional

knowledgeSources

string

Optional

searchMaxResults

number

Optional

similarityThreshold

number

Optional

escalationRules

json

Optional

responseStyle

string

Optional

includeAnalysis

boolean

Optional

tools

json

Optional

responseFormat

json

Optional

memoryEnabled

boolean

Optional

memoryLimit

number

Optional

memoryImportance

number

Optional

memoryTags

string

Optional

Outputs

Primary response type:

{
  "content": "string",
  "model": "string",
  "sentiment": "string",
  "priority": "string",
  "category": "string",
  "suggestedActions": "json",
  "escalationRequired": "boolean",
  "tokens": "json"
}

Conditional output based on: responseFormat

When empty: {"content":"string","model":"string","sentiment":"string","priority":"string","category":"string","suggestedActions":"json","escalationRequired":"boolean","tokens":"json"} | When filled: "json"

Tool Access

hubspot_contactssalesforce_opportunitiesslack_messagegmail_sendtext_processor