How to run a support squad

A support mission runs as a closed loop on the Customer Support Squad. You draw the path in the mission goals: which tickets, how to sort them, and which topics an agent must not answer. The Mission Commander works inside that path and assigns the triage and the drafts to Sage. Steering is the approval step. Sage does not send the reply.

The squad you import

The template is the Customer Support Squad, on /squads. It ships with three agents:

Sage, Support Agent, classifies tickets by urgency and topic, drafts an accurate, warm reply, and writes handover notes.
Lens, Ticket Analyst, groups tickets by cause and flags churn risk. Use Lens when the goals ask for the pattern, not for a single reply.
Docs, Help Writer, turns solved tickets into help articles. That is a different mission.

This mission is this morning's queue: Sage, plus Lens only if you want causes counted. The template has no required connection. Put the tickets in the mission folder.

You do this in the xSquads desktop app, on a folder of your own files. Mac now, with Windows coming soon. The product page is xSquads for Work.

How the mission runs

Step 1. Import the Customer Support Squad

Open the squad templates and import the Customer Support Squad onto the mission. Keep Sage. Keep Lens if you want causes and counts. Remove Docs if help articles are not in the goals.

Step 2. Leave the connector list empty

This template has no required connection. Do not connect treg or Vapi. Copy the open tickets into the mission folder. Sage drafts from those tickets, not from a mailbox the squad page never lists.

Step 3. Create the mission and set the goals

Create the mission and write the goals in plain language. Those goals are the path: which tickets, the sort, and the topics that escalate. Point the mission at the local folder. The commander does not get to widen that path. Goals you can start from, as written on the squad page: triage this morning's tickets by urgency and topic, and draft replies to the open shipping questions. State in the goals that billing disputes, legal threats, and safety issues are escalated, not answered.

Step 4. Let the Mission Commander assign the work

Save the mission. The Mission Commander creates tasks on the task board and assigns them only inside the goals you wrote. Sage takes classification, the shipping drafts, and handover notes if you asked for them. Lens takes causes and counts only if that goal is present. Docs should not write a help article. A billing dispute should be an escalation card, not a reply.

Step 5. Add a task, steer, and approve before any customer is emailed

Steering is the approval step. Add a task on the board, or correct the Mission Commander in the group chat, when a draft promises the wrong remedy. A useful task to add yourself: remove the refund offer from the shipping draft and point it at the policy in the folder. Sage does not send. Start by approving every reply.

How much to review

Start by approving everything. Autonomy is a dial, not a switch you flip on a long queue.

Always sign off the queue, the policy, and the escalate list yourself. Raise the dial only when drafts stop offering remedies you did not write down. A customer still gets a person on anything sensitive. xSquads does not send the reply.

What the goals have to name

The tickets in scope. This morning's queue, or the shipping slice, in your words.
The sort: urgency and topic.
The escalate list: billing disputes, legal threats, and safety. Sage does not answer those.
The policy file a draft may quote. A remedy that is not in that file goes back.
Sending stays with you.

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Frequently Asked Questions

Who drafts the customer reply?

Sage, on the Customer Support Squad. The draft waits in Review. You send it.

What gets escalated instead of answered?

Billing disputes, legal threats, and safety issues. That is the squad-page rule. Put it in the goals so the commander does not assign a reply.

Can Sage issue a refund?

No. A billing dispute is escalated to a person. A draft that offers a refund you did not put in the policy goes back.

When does Lens get a card?

When the goals ask for causes and counts, or for churn-risk flags. A single morning of shipping replies does not need Lens.

Does the squad need a helpdesk connector?

The Customer Support Squad page lists no required connection. Put the tickets in the folder.