# AI Agent for Customer Support — working brief

Channels the agent answers on (WhatsApp, Facebook Messenger, Instagram DM, web widget):
Monthly conversations per channel:
Top ten conversation types, each marked close / start and pass / straight to a person:
Topics the agent must never answer:
Handoff rule (the triggers that pass a conversation to a person):
Human agents taking handoffs, with staffed hours and time zone:
After-hours handling (holding message, morning queue, on-call person):
Systems the agent reads answers from (order system, store, booking tool, CRM):
Lookups per month against those systems:
Expected follow-ups outside the WhatsApp customer service window:
Who writes and approves answers, and how often they change:
Build and transcript-review help required (hours, provider or in-house):

Blank template. Do not publish completed briefs containing confidential data.