Inbound role · Support triage

AI support triage that opens the ticket for you

Understands the problem, opens the ticket, routes the urgent ones. Takes support calls, identifies the customer, solves common questions from your knowledge, opens a ticket in your tools through MCP and transfers urgent cases to a person.

Build your support triage From $0.13/min all-in

What it does

What an AI support triage handles for you

The support triage template ships with these goals. You measure it by one number: calls resolved or ticketed without a human.

goal · resolve

Solve common questions from the knowledge

Understands the problem, opens the ticket, routes the urgent ones.

goal · ticket

Open a ticket with a clear summary

Part of the template — change it, add to it or remove it.

goal · route

Transfer urgent cases

Part of the template — change it, add to it or remove it.

measured by

Calls resolved or ticketed without a human

Every call ends with a logged outcome, so the metric is counted, not guessed.

Who puts an AI support triage on the phone

Support teams whose phone queue is mostly the same ten questions
SaaS and service companies that want phone support without a call centre
Teams that need urgent calls routed to a person immediately

Direction

Answers the calls that come to your number.

A sample call

Hear how it sounds on a real line

The disclosure comes first, then the greeting you write. Between turns the agent calls its tools — you see each one in the call log.

After the call

A ticket in your own tool with a clear summary — opened through MCP.
Common questions solved from your knowledge, without a human.
Urgent cases transferred to a person, with context, while the caller is on the line.

support-triage · sample call

AgentHi, this is Alex, an AI assistant for [Company]. Thanks for calling support. What can I help you with?
CallerMy invoice shows the wrong address.
lookup_knowledge → address changes
AgentI can get that fixed. Can you confirm the email on your account?
Callersam@example.com
your ticketing tool (MCP) → ticket opened
send_email → summary sent
AgentI’ve opened a ticket for the billing team — you’ll get an email with the details.

Illustrative call built from this template’s own tools. Your wording, persona and knowledge replace the placeholders.

The template

Starts configured. Stays editable.

A greeting, the built-in tools this role needs, and room for your own systems through MCP tools.

Greeting

“Hi, this is Alex, an AI assistant for [Your company].” Thanks for calling [Your company] support. What can I help you with?

The disclosure is always first and added by the runtime; the rest is yours to write. Default greetings ship in English, German, French, Italian and Spanish.

Built-in tools · 9

End the call
Take a message
Log a note
Set the call outcome
Honour an opt-out
Answer from your knowledge
Transfer to a person
Send an email
Update the contact
+ any MCP tool you allow

Compliance

Compliant by default, in your region

The rules are enforced by the runtime, not left to your prompt: disclosure first, recording only where the law allows it, and data kept in the workspace’s region.

AI disclosure, first sentence. Every call — inbound and outbound — opens by saying it is an AI assistant for your company. Enforced by the runtime (EU AI Act Art. 50, from 2 Aug 2026).
Recording by jurisdiction. Where every party must consent to recording (e.g. DE, AT, FR, BE, PL), the agent asks first — or the call is not recorded.
Data residency. Transcription, the model and the voice run in the workspace’s region — CH in Switzerland, EU in the EU — with no automatic cross-border fail-over. Call audio is carried by our media layer in the EU (Frankfurt).

Full per-country rules on the AI calling compliance page and in our security and data residency notes.

Set up

Your support triage, live in four steps

01Start from the support triage templateGoals, greeting and tools are preset for the role.
02Make it yoursEdit the goals, greeting, persona, voice, hours, tools and transfers.
03Test it free in your browserUp to 20 browser test calls a day, five minutes each, at no cost.
04Give it a numberAttach a phone number and it starts answering on the first ring.

Pricing

$0.19 → $0.13 per connected minute

One all-in rate, lower as volume grows. No seats and no setup fee.

Speech-to-text included
The language model included
Text-to-speech voice included
Media transport and SIP included
Standard landline termination included

See AI phone agent pricing

FAQ

Support triage questions

Does the AI support triage say it is an AI?

Yes — the first sentence of every call discloses it, added by the runtime so no script can remove it.

Which ticketing tools does it work with?

Any tool you connect through an MCP server. You choose which tools each agent may use, with a policy per tool.

When does it hand over to a person?

For urgent cases and anything out of scope, it transfers the caller to a person. Everything else is solved from your knowledge or ticketed with a summary.

Can it identify the customer?

Yes — it asks for the details you define and can update the contact record, so the ticket and the call land on the right customer.

Can I change the goals and the greeting?

Everything in the template is editable: goals, greeting, persona, voice, hours, tools and transfers.

How much does an AI support triage cost?

One all-in rate per connected minute, from $0.19 on Free down to $0.13 on Scale — speech-to-text, the model, the voice and standard termination included. Ringing and unanswered calls are free, and browser test calls cost nothing.

More roles

Roles share the same agent runtime — a receptionist can hand a caller to a booking agent, or to you.

Inbound