A deep agent for customer support. It resolves tickets end to end across chat, email, voice, SMS and WhatsApp, answering from all your company knowledge, not just the help center, and takes real actions like refunds and account changes within the limits you set. It counts only what it actually solved, and hands you anything it is unsure of with the answer already drafted.
What is the afka Customer Support agent? A single deep agent that resolves support end to end for an SMB, across chat, email, voice, SMS and WhatsApp. It answers from all your knowledge (past tickets, Slack, internal docs, and your order and billing systems, not just the help center), cites every answer with a confidence score, screens inbound for prompt injection, takes governed real actions (within-policy refunds, order and address changes) while gating the risky ones, and marks a ticket resolved only when the customer's issue is actually solved. Enterprise-grade resolution, self-serve, live in minutes.
The default SMB bot answers from your help center, then escalates or guesses the moment the answer lives somewhere else. afka reads all your knowledge, resolves across every channel, acts within your policy, and counts only what it truly solved.
Everything below runs in your own help desk and knowledge, across chat, email, voice, SMS and WhatsApp. Sensitive actions are gated by an autonomy tier you set, and written to an append-only audit log.
Answers from your help center and past resolved tickets, Slack, internal docs, and your order and billing systems, not just the FAQ. Every reply is cited and confidence-scored, so where a help-center-only bot escalates or guesses, this one actually resolves.
Looks up orders, issues within-policy refunds, updates addresses, and changes subscriptions, doing the work, not just describing it. Over-threshold refunds, cancellations, and account changes wait at an approval card you set the rules for.
On a phone call it resolves like any other channel, and always discloses it is an AI, honors do-not-call, and stops on a kill switch. Real-time QA and prompt-injection screening run on every message, voice or text, so nothing unsafe reaches a customer.
Confirms the fix with the customer before it marks a ticket resolved, reopens honestly when someone returns on the same issue, and routes the unsure or high-stakes ones to a human with the full thread, the one customer record, and a suggested resolution. No inflated deflection, no marking-resolved to run up a bill.
The same four questions get answered on every action and written to the audit log: who started it, which agent ran it, what data it touched, and why it was allowed.
Searches the help center, past resolved tickets, your team's Slack, and the product docs, and finds the fix an engineer posted last week.
Replies in your brand voice with the fix, the source it came from, and a confidence score. Below the bar it wouldn't send, it routes to a human.
The buyer also wants a refund. Within your threshold it processes and logs it; over the threshold it prepares and holds.
Held · over thresholdAsks "did this solve it?" and marks the ticket resolved only on a yes, writing who, what, and why to the append-only audit log.
Support is where nights and weekends matter most, that is when your customer has nobody else. Here is the message waiting at 07:30, and the numbers behind it are honest.
This agent speaks to your customers in your name and can move money, so the hard limits are enforced in code, not asked of the model. Every afka agent is built to the same operating standard.
Each reply carries the source it came from and a confidence score. A real-time QA guardrail blocks anything risking a made-up answer or a policy breach before it reaches a customer, and inbound messages are screened for prompt injection. Below the bar, it routes to a human, and it never guesses.
Within-policy refunds run automatically and audited. Over-threshold refunds, cancellations, and account or subscription changes wait at an approval card. You set every threshold, and the same gates apply on a voice call.
A ticket is marked resolved only when the fix is confirmed or clearly complete. Repeat contacts reopen it honestly and never re-count. It never marks-resolved to inflate a stat or a bill.
Support sees things no other team sees first. Because your afka agents share one memory and one customer record, those signals go where they matter, not into a dead-end ticket a point tool would close and forget.
When a support thread shows buying intent, it hands off to your sales agent with the customer's full record: one context, no re-typing, nothing lost between systems.
Cancellation intent and negative sentiment are flagged and saved with full context for you. The agent surfaces the risk, it doesn't run a scripted save on your customer.
The same issue from many customers becomes a product signal, ranked by how often it bites, so you fix the root cause once, not the same ticket twice a week.
A sustained surge becomes a capacity signal to your recruiting agent. The strain that used to hide until it broke now shows up early, with the numbers.
Being specific about the edges is part of the standard. Here is where the agent deliberately stops.
If your help center, past tickets, Slack, and internal docs don't support an answer, it routes to a human with what it searched, never a confident guess your customer will hold you to.
Over-threshold refunds and credits are prepared and held. Even on Auto, money past your limit and irreversible actions gate, there is no setting that fires them unattended.
On chat and on a phone call, it discloses it is an assistant when asked, honors do-not-call, and stops on a kill switch. No pretending to be a person, no calling someone who opted out.
Cancellations, data deletion, plan changes, and account edits are gated and audited, never applied behind your back or discovered later.
Connect your help desk and your knowledge, delegate the queue, and wake up to tickets truly solved: from all your knowledge, across every channel, within your policy, and counted honestly.