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Customer Support

by Cenna · Customer Support

Support cases arrive researched, with the reply already drafted

  • Works with Zendesk, Stripe, Slack
  • Deploys to AWS and Google Cloud
  • SOC 2 Type II attested
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Built by
Cenna
Department
Customer Support
App type
Prebuilt app
Deploys to
AWSGoogle CloudAzure coming soon
Works with
Zendesk, Stripe, Slack, and more
Source code
Included
Sign-in
Your SSO

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. Decisions follow your policiesYour support team writes refund rules, plan terms, and escalation thresholds as playbooks, and the app applies them to every case.
  2. Most cases close in one passThe research, the draft, and the action arrive together, so a case doesn't bounce between queues.
  3. Connects 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.

Watch it handle a support case

Ask about a case and it pulls the history, checks the policy, and drafts the next step.

app.cenna.io/support-desk
AB

Work SUP-902: refund request

  • Pulled the customer and order history
  • Checked the refund policy and window
  • Drafted the response

Refund is in policy, reply drafted.

Order #4821 arrived damaged with a photo, it's within the 30-day window, and this is Priya's first return in 14 months on the Pro plan. I've drafted an apology with the refund approved and next steps, and staged the refund for one click. Send as-is, or edit first.

What changes

Before

Every case starts with a hunt for context

  • An agent opens four tabs to piece the account together
  • The same reply written from scratch, case after case
  • Refund eligibility checked by hand against the policy
  • Escalations that hand engineering a blank ticket

With Cenna

The context and the draft are already there

  • History and order pulled before the agent reads it
  • A response drafted from the account, ready to send
  • Plan and policy checked automatically
  • Escalations that arrive with the research attached

Use cases

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.

SystemWhat it doesScope
ZendeskUpdate and reply on casestickets:write
StripeStage refunds for approvalrefunds:create
SlackEscalate to the right teamchat:write

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

Does it reply to customers on its own?

Only as far as you allow. By default it drafts the response and stages the action for an agent to approve. You can let it send and act within limits you set, such as refunds under a set amount or known fixes, and hold everything else for a person.

Where does the customer data live?

In your own systems. The app connects to your CRM and billing with scoped grants and reads only what a case needs. When you run it in your own cloud account, customer data stays there and is never copied to Cenna.

Does it work with our help desk?

Yes. It reads and writes through connectors to the help desk and CRM you already run, so cases stay where your agents work.

How does it know our policies?

It runs the skills your team defines and answers from your help content, so refund decisions and replies follow your policy and your voice.

How is spend controlled?

Token and cloud costs are metered per task and per user, models are approved centrally, and every run is traced and priced. Spend works the same way in every Cenna app.

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