Customer Support

Overview

The Customer Support app researches each case across your systems, drafts the response your agent would write, and takes the follow-up action, such as a refund, a replacement, or an escalation, so your team resolves cases without hunting for context.

1. 1Decisions follow your policiesYour support team writes refund rules, plan terms, and escalation thresholds as playbooks, and the app applies them to every case.
2. 2Most cases close in one passThe research, the draft, and the action arrive together, so a case doesn't bounce between queues.
3. 3Connects to your support stackZendesk, Stripe, Slack, and your CRM each connect with an explicit scope, usually in a day, so the app can reply on your tickets and stage refunds in your billing system without touching anything else.

Use cases

• Case research

  Pulls the customer's history, orders, and plan before an agent opens the case.

• Response drafting

  Drafts the reply from your help content and the account details, ready to send or edit.

• Billing questions

  Answers billing and invoice questions from the customer's account.

• Order status questions

  Answers where-is-my-order questions from the order data it pulls during case research.

• Refund eligibility

  Checks refund requests against your policy and stages approved refunds in your billing system.

• Replacements and RMAs

  Drafts replacement orders and RMAs for one-click approval.

• Plan and limit checks

  Confirms what a customer's plan includes before anyone grants an exception.

• Known-fix responses

  Sends the known fix for common issues, within the limits you set.

• Case routing

  Routes each case by product area and priority to the right team.

• Escalation summaries

  Summarizes an escalated case so the next team starts with the full picture.

• Bug reports for engineering

  Turns a customer's issue into a bug report with the steps, account, and impact.

• Churn-risk signals

  Flags accounts showing signs of churn, such as repeated issues or a downgrade request.

• Repeat-issue detection

  Spots the same problem across many cases and flags it for the product team.

• Follow-up after resolution

  Sends the follow-up message after a case closes and logs it on the case.

• Weekly customer digest

  Drafts a weekly summary of case volume, top issues, and at-risk accounts.

Skills

Each skill is a written procedure your team can read and edit. Add your own for cases specific to your support team.

• Research a customer's history
• Draft a response from the knowledge base
• Check refund eligibility against policy
• Summarize an escalation
• Check a customer's plan and limits
• Route a case by product area
• Answer a billing question
• Draft a replacement or RMA
• Prepare the follow-up after resolution
• Summarize a bug report for engineering
• Flag a churn-risk signal
• Draft the weekly customer digest

Integrations

The app can reply on Zendesk cases, stage refunds in Stripe for approval, and escalate in Slack. Each connection is limited to the actions it declares.

These are examples. Your team can connect other systems, each with its own scope.

Security and governance

Every Cenna app ships with the same security controls.

• Your deployment modelRun fully in your AWS or Google Cloud account, keep your data in your cloud while Cenna runs the app, or use a dedicated single-tenant instance.
• Your identity providerEvery app signs in through your SSO, with role-based permissions per app.
• Scoped integrationsEach connection declares exactly what it may do. Nothing runs outside that grant, and revoking it takes effect immediately.
• Approved models onlyEach app has its own approved-model list. A call to anything off it is refused and logged.
• Every run recordedEvery agent action is traced with its steps and its cost, so any decision can be reviewed.
• Budgets and hard capsSpend is metered by app, team, task, and model, with caps that stop runaway usage.

SOC 2 Type II attestedView Trust Center →

Frequently asked questions