Support
An agent on the queue, around the clock.
Helios agents read every incoming thread, identify the customer, check their plan and their history, and draft an answer grounded in your docs. Your team arrives to a triaged queue and spends its day on the conversations that need a person.
The tasks
Work your support team can hand off
Triage every thread as it lands
The moment a customer writes in, an agent labels the thread, sets priority from the account tier, and leaves an internal note with everything the responder needs.
On each new thread: identify the customer, label, set priority, and draft a reply.
- plain·read thread and customer record
- stripe·check plan and payment health
- notion·search the help center
- plain·label, prioritize, and draft a reply
Thread triaged in 22 seconds
- Labeled `billing` · priority `high` (Enterprise)
- Draft reply cites the invoice settings doc
- Internal note names Tuesday's failed charge
Answer the questions you have answered before
An agent searches resolved threads and your documentation, replies when it is confident, and escalates the rest with a summary attached.
Answer questions we have resolved before; escalate anything new.
- slack·read the question in thread
- plain·search resolved threads for a match
- notion·read the referenced doc
- slack·reply in thread with the answer
Answered in thread
- Matched 3 prior threads on SSO group mapping
- Replied with steps and a doc link
- Left the sources in an internal note
Escalate the accounts that matter
When a high-value customer is unhappy, the agent assembles the account context and pages the owner before anyone has to notice.
When an Enterprise customer opens an urgent thread, page the account owner.
- plain·read thread and tenant tier
- attio·look up the account owner
- slack·DM the owner with a summary
- plain·set priority urgent and assign
Escalated to @priya
- Northwind · Enterprise · $4.2k MRR
- Third thread this week on the same issue
- Priority set to urgent
Tell product what customers keep asking
A weekly agent clusters the queue into themes, counts them, and turns recurring pain into something the product team can act on.
Every Friday, cluster the week's threads by theme and post to Slack.
- plain·list threads from the last 7 days
- code·cluster by topic and count
- notion·write to `Support Themes`
- slack·post the summary to #product
Support themes · week of Mar 3
- 41 threads · 3 clusters cover 68%
- SSO setup confusion is the top theme (14)
- 2 threads describe the same undocumented bug
Controls
Everyone delegates. IT stays in control.
Support agents reach customer data through credentials your admins hold. Connections are envelope-encrypted, resource visibility keeps a workflow scoped to the team that owns it, and every run leaves a full record of the calls the agent made. Start with agents that draft and label, then grant sending once the drafts earn your trust.
- SAML and OIDC SSO with SCIM provisioning
- Org roles and resource-level sharing
- Envelope-encrypted secrets, handled server-side
- SOC 2 Type II, with an isolated sandbox per agent
Templates
Start from a working agent
Every template ships with the prompt, the trigger, and the integrations it needs.
Support
Slack support triage
Watches your support channel, answers what your docs already cover, and escalates the rest with the account context attached.
Support
Plain thread triage & weekly themes
Triages every incoming Plain thread on arrival, then clusters the week into the themes product should hear about.
Support
Morning inbox triage
Reads what arrived overnight, labels it, drafts the easy replies, and hands you a ranked list of what needs a human.
Support
Documentation freshness audit
Checks your written docs against the actual codebase every month and comments on the pages that have gone stale.
Guides
Get the first one running
10 min
Run your first agent
Describe a task in plain English, give the agent a tool to reach for, and watch it work. Ten minutes from an empty workspace to a run you can read end to end.
7 min
Pin repositories as context
Give an agent standing context: pin a GitHub repository and the agent carries it into every run without being told again.
9 min
Share with your team
Hand an agent to the people who need it. Roles decide who may edit, visibility decides who may see, and every run leaves a record of what happened.
Give your support team an agent.
Describe the task in plain English, attach a trigger, and let it work while you sleep.