Recipe: A Billing + Tech Support Stack

A complete walk-through of a useful two-specialist stack for SaaS-style support. The Billing Specialist handles invoices, refunds, and subscription changes. The Tech Specialist handles troubleshooting. The orchestrator routes between them, and either can hand off to a corresponding human team.

What you’ll end up with

• A stack named Customer Support with personality preset Friendly Helpdesk.
• A Billing Specialist with KB access to a “Billing” KB category and Handbook access to a “Billing Procedures” Handbook category.
• A Tech Specialist with KB access to a “Troubleshooting” KB category.
• Handover on, mode by_description, with prerequisites for account email (always) and order/invoice ID (when relevant).
• Outside-hours email follow-up enabled.

Before you start

• KB categories created: Billing (customer-facing billing articles), Troubleshooting (customer-facing technical articles).
• Handbook category created: Billing Procedures (internal refund and subscription policy).
• Two teams created: Billing Team and Tech Support Team, each with at least one member and Opening Hours configured.

Build the stack

1. Create the stack via wizard

1. Settings → Agent Stacks → New stack.
2. Step 1 — Purpose:
   Stack name: Customer Support
   Purpose: Handle inbound support questions about billing and technical issues. Answer common questions directly. Hand off to the Billing Team for complex billing problems and to the Tech Support Team for hardware-level issues.
3. Step 2 — Specialists. Edit the suggestions or skip them and add two custom specialists:
   Billing Specialist
   Scope: Billing, invoices, refunds, subscription changes
   Tech Specialist
   Scope: Troubleshooting, error messages, product issues, hardware problems
4. Step 3 — Knowledge. Use Select mode. Tick Billing and Troubleshooting for KB. Tick Billing Procedures for Handbook.
5. Step 4 — Personality. Pick Friendly Helpdesk.
6. Step 5 — Review and create.

2. Refine each specialist

Billing Specialist:

1. Open the stack → Orchestrator → click the Billing Specialist node.
2. Setup tab → Instructions: Confirm the customer's account email before issuing a refund. For refunds on charges older than 90 days, hand off to a human. For subscription downgrades, confirm the customer understands the proration policy before applying. Never reveal internal refund-approval thresholds to customers.
3. Knowledge tab → confirm Billing is the only KB category checked, Billing Procedures the only Handbook category.

Tech Specialist:

1. From the Orchestrator canvas, click the Tech Specialist node.
2. Setup tab → Instructions: Walk the customer through standard troubleshooting steps before escalating. Required first checks: confirm device model, OS version, and reproduce-ability. For data loss, network outage, or hardware failure: hand off to Tech Support Team immediately. Don't speculate on root cause — only describe verified symptoms.
3. Knowledge tab → confirm Troubleshooting is the only KB category checked.

3. Configure handover

1. Open Handover tab → Triggers → toggle Allow handover to humans on.
2. Switch to Delivery sub-tab:
   Mode: By description
   Handover instructions: “Route refund approvals over $500 and subscription disputes to the Billing Team. Route hardware failures, data loss, and unresolved technical issues to the Tech Support Team.”
   Check opening hours: on
   Outside-hours options: Email follow-up (on); Close and return (off); Ask confirmation (off)
3. Switch to Prerequisites sub-tab. Add:
   Account email — Field: contact.email — Always — Ask: “What’s the email address on your account?”
   Order or invoice ID — Field: conversation.orderId — When: “the conversation is about a specific transaction” — Ask: “What’s the order or invoice number this is about?”
4. Save.

4. Wire the stack to channels

The stack only handles conversations on channels you connect. From your channel settings (e.g. Settings → Web Chat → AI Agent), pick Customer Support as the AI agent.

Test before going live

1. Testing tab → mode: Stack.
2. Send a billing question: “I need a refund for my last invoice.” The Billing Specialist should pick it up, ask for the email and invoice number, and hand off if you signal “this is over $500.”
3. Reset and send a tech question: “My device won’t connect to the network.” The Tech Specialist should pick it up, ask for device model and OS version, and walk through troubleshooting.
4. Reset and send a frustration message: “This is unacceptable, I want a manager.” The orchestrator should detect risk and trigger immediate handover.

Verify it worked

• The two specialists appear on the Orchestrator canvas with non-zero KB counts.
• The Personality preview shows Friendly Helpdesk tone.
• Test conversations route correctly to each specialist.
• Handover triggers when expected and the AI asks for the right prerequisites first.

Troubleshooting

• Symptom: Both specialists overlap on some questions and the router picks the wrong one. Fix: add an orchestrator-level routing rule like “For invoice-related questions, prefer Billing Specialist” via the orchestrator slide-out. See Define routing topics.
• Symptom: The AI hands off too aggressively even on simple questions. Fix: review the Handover instructions — make sure they’re scoped to genuinely complex cases, not catch-all phrases like “anything technical.”
• Symptom: Customers complain the AI is too informal. Fix: switch the personality preset to Expert Advisor or Concierge on the Personality tab.

See also

• Create an Agent Stack
• Configure handover
• Set the stack personality