Support is a series of next steps.
A quick answer may be all someone needs. Another question may take a teammate, a little investigation and an update later. TruCom gives each part of that work a place, so your customer knows what is happening and your team knows what to do next.
Give customers a clear way to reach you.
Help should be easy to find at the moment someone needs it. With live chat on your website, a visitor can ask a question while they are looking at your product, signing in or working through a problem.
If your customers already message you elsewhere, you can connect the supported messaging channels to TruCom. Those conversations reach your team’s inbox with their channel identified. Start with the channels you can look after well, then add others as your team is ready.
The sign-in page has a chat widget. Dami opens it and explains the problem, instead of searching for another way to contact the business.
Bring the question into a shared inbox.
The shared inbox is where your team works through customer conversations. The message, its source and the details available for that conversation sit together, giving a teammate somewhere useful to begin.
Departments help you organise who handles which questions. Assignment makes responsibility visible; internal notes let a teammate leave context for another person without sending it to the customer. When work moves between people, the conversation history helps the next teammate pick it up.
You can also use automations to carry out routine actions when their triggers and conditions match. You choose the rules. That might help organise an incoming question, while your team stays responsible for the response and the outcome.
Make your knowledge useful in the moment.
Your help content is where you explain how your business works: getting started, solving common problems, understanding a policy or finding the next step. A knowledge base gives customers a way to look for those answers themselves and gives your team something consistent to share.
When you enable the AI support agent for a connection, it can use the knowledge sources you make available to answer customer questions. The quality of that content matters. Clear, current instructions give it a better foundation than a collection of vague or outdated pages.
The AI explains the reset steps from the business’s help article. When those steps do not resolve the problem, Dami asks for a teammate. The conversation can continue with a person.
You decide where AI is enabled and which sources it can use. AI availability and usage depend on your workspace’s plan, settings and credits. In this example, the AI draws on the sign-in article. Investigating the account and helping restore access remain the team’s responsibility.
Let a teammate take it from here.
Some questions need judgement, investigation or a person who can make a decision. A customer should have a way to reach your team when the answer they have received is not enough.
When Amina picks up Dami’s conversation, she can read the messages and see the steps already suggested. She can ask a more useful next question rather than making Dami repeat the story.
Agent Copilot supports the teammate on the other side of that conversation. It can help prepare a reply, but the teammate reviews the wording and decides what to send. The AI support agent answers customers where you enable it; Copilot helps your people do their work.
Give longer issues room to be worked on.
A chat is useful for understanding a problem. It is not always where the problem gets solved. If a question needs investigation or a later update, a ticket gives that work a record your team can follow.
A teammate can create a ticket from the conversation, keep the two linked and assign the follow-up. Your team can track its status and add the information needed to move it forward.
The Support Centre gives customers a place to submit requests and return to their tickets. It brings help content and a route to your team into a customer-facing space, so people have somewhere to check back after the first exchange.
Amina records the account-access issue, takes responsibility for the investigation and explains where the next update will appear. Dami knows that the question is still being worked on.
Finish with an answer people understand.
Resolution is more than changing a status. Tell the customer what has happened, what they need to do and whether anything is still outstanding. Then update the conversation or ticket so the team’s record reflects the outcome.
In this example, Dami confirms they can sign in after the team’s investigation. Amina records the result and closes the work. If the issue reveals a gap in the help article, the team can revise it so the next customer has clearer instructions.
That is the connection TruCom is built around: the question, the knowledge that helps answer it, the people responsible and the work needed to see it through.
Some answers belong in public.
Not every customer should have to open a conversation to find out what is happening. TruCom also gives you ways to share answers, explain service issues and keep people involved in what comes next.
Publish the answers people ask for.
Use your knowledge base for instructions, policies and common questions. Keep it up to date as your business changes.
Explore the knowledge baseGive customers one place to check.
Monitoring helps your team notice service problems. Status pages and incident updates help you explain the impact and progress to customers.
Status & MonitoringShow what happens to a request.
Collect feature requests, let customers add their support and use your roadmap to make the progress of an idea visible.
Feature Requests & RoadmapTry the journey with your own team.
You do not need to connect everything at once. Start with one customer path, make sure it works from both sides, then build from there.
- Choose a first channel and who will answer.
Add your website chat or connect a messaging channel. Check its department and make sure the right teammates have access.
- Prepare one useful answer.
Write a help article for a question your customers often ask. If you enable AI, check that it can use the intended content.
- Ask a question as a customer.
Send a message, read the response and ask for a person. Have a teammate pick it up and check the history they can see.
- Test the follow-up as well.
Create a linked ticket, check the customer’s route back to it, post an update and close the loop with a clear result.
The useful test is simple: can your customer understand the next step, and can your team see who is taking it?