Customer Support Squad
Bot Team
Multi-bot support team with intelligent routing. A triage manager routes customer messages to billing or technical specialists.
What does Customer Support Squad do?
Customer Support Squad is a team of 3 AI bots that work together to handle customer inquiries on Slack. Instead of one bot trying to do everything, this team uses intelligent keyword routing to send each message to the right specialist automatically.
When a customer asks about a billing issue, the message goes straight to a Billing Specialist with Stripe access. When someone reports a bug, it's routed to Tech Support with Zendesk integration. Everything else is handled by the Triage Manager directly.
Why use a team instead of a single bot?
| Single Bot | Bot Team |
|---|---|
| One prompt tries to cover everything | Each specialist has focused expertise |
| Context window gets bloated | Clean, scoped conversations per domain |
| Hard to integrate multiple tools | Each bot only has the tools it needs |
| Debugging is painful | Delegation log shows exactly what happened |
What's included
3 pre-configured bots:
- Triage Manager — First responder, handles general inquiries, routes specialist questions
- Billing Specialist — Payment, invoice, refund, and subscription issues via Stripe
- Tech Support — Bug reports, error diagnosis, and troubleshooting via Zendesk
2 keyword routing rules + 1 fallback:
- Messages containing billing, payment, invoice, refund, charge → Billing Specialist
- Messages containing error, bug, crash, broken, not working → Tech Support
- Everything else → Triage Manager handles directly
4 MCP integrations: Slack, Stripe, Zendesk, Notion
How routing works
Every message first hits the Triage Manager. The routing engine scans the message text for keywords and delegates to the matching specialist. If no keywords match, the manager responds directly.
The entire routing decision and specialist response is logged in the delegation audit trail, so you can see exactly how every message was handled.
When to use this template
- You have a Slack workspace with active customer communication
- Support questions span billing AND technical domains
- You want faster response times without manual ticket routing
- You need an audit trail of how each inquiry was handled
Capabilities
General Inquiry Handling
Answer common questions about the product, features, and account. Provide helpful links and documentation references
Billing Issue Routing
Detect payment, billing, invoice, refund, or subscription questions. Route these to the Billing Specialist with context
Technical Issue Routing
Detect error reports, bugs, crashes, and technical problems. Route these to Tech Support with relevant details
Escalation Handling
When a specialist times out, provide a fallback response. If an issue crosses domains, pick the best-fit specialist
Conversation Context
Reference previous messages for context. Avoid asking customers to repeat information
Metadata
What's Included
Required MCPs
MCP servers this template connects to.
Deploy this bot team in minutes
Multi-bot support team with intelligent routing. A triage manager routes customer messages to billing or technical specialists.