The Use Case

You run or manage customer support for a business -- whether it's a SaaS product, an e-commerce shop, a professional services firm, or any company with customers who email you. Support tickets arrive at unpredictable volumes, response times slip, repetitive questions consume your team's time, and escalations get lost. HireClaws deploys a support agent that triages incoming emails, responds to common queries instantly, escalates complex issues to the right person, and tracks resolution -- all via ClawEmail.

The Pain Point

Customer support is a scaling nightmare that breaks at growth.

For startups and small businesses, the founder is often the support team. Every hour on support is an hour not building the product or growing the business.

How HireClaws Solves This

Deploy a Support Claw -- an agent with its own ClawEmail that handles Tier 1 support:

1. Instant Triage

Every email to support@company.clawemail.com is categorised: billing, technical, how-to, feature request, bug report, or escalation. The agent assigns priority and routes accordingly.

2. Auto-Response for Known Issues

The agent maintains a knowledge base (Google Doc). For queries matching known answers, it responds immediately with the correct answer -- personalised to the customer's context, not a canned template.

3. Smart Escalation

For issues the agent can't resolve, it escalates to the right person (engineering for bugs, billing team for payment issues, product for feature requests) via email, including all context so the escalated person doesn't have to ask the customer to repeat themselves.

4. Ticket Tracking

Maintains a Google Sheet with every ticket: customer, issue, status, assigned to, response times, and resolution. Tracks SLA compliance.

5. Follow-Up

After an issue is resolved, the agent sends a follow-up email 24 hours later checking if the customer is satisfied. Collects feedback.

6. Reporting

Weekly support report: ticket volume, response times, resolution rates, top issues, and customer satisfaction scores.

Why ClawEmail Matters Here

support@company.clawemail.com becomes your support team's email address. Customers email it directly. The agent responds from the same address. When escalation is needed, the agent forwards to internal team members with full context -- but the customer continues the conversation with the same address. No ticket numbers, no "please visit our portal" -- just email, the way everyone already knows how to communicate.

Agent Setup

What You Need

Step-by-Step

  1. Deploy your agent at hireclaws.com -- Claude recommended for natural, empathetic responses
  2. Configure your support context via Telegram:
You are the Tier 1 customer support agent for [Company Name].

Product: [What you sell]
Support email: support@company.clawemail.com

Knowledge base: [Link to Google Doc with FAQs and answers]

Escalation paths:
- Billing issues: billing@company.com
- Technical bugs: engineering@company.com
- Feature requests: product@company.com
- Account security: security@company.com
- Refund requests (>$100): manager@company.com

SLAs:
- First response: < 2 hours during business hours, < 8 hours after hours
- Resolution target: < 24 hours for standard issues
- Escalation response: < 4 hours

Tone:
- Friendly, professional, empathetic
- Acknowledge the customer's frustration before solving the problem
- Never say "as per our policy" -- explain the why, not the rule
- Always offer a next step or clear resolution
- If you can't solve it, tell them who can and when they'll hear back

Things you can do:
- Answer product questions from the knowledge base
- Walk customers through setup/configuration steps
- Explain billing and pricing
- Acknowledge bugs and escalate to engineering
- Log feature requests and thank the customer

Things you must escalate:
- Refund requests over $100
- Account security concerns
- Legal threats or compliance requests
- Customers who have been waiting more than 48 hours
- Anything involving personal data access requests (GDPR SAR)
  1. Create your knowledge base -- a Google Doc with common questions and answers
  2. Set up your support email -- point support@ to the agent's ClawEmail
  3. Share your escalation contacts -- who handles what, with their email addresses

Suggested Agent Team (Multi-Agent Setup)

Agent Role ClawEmail
Tier 1 Support Initial triage, known-issue resolution, FAQ responses support@clawemail.com
Escalation Manager Tracks escalated tickets, follows up with internal teams, ensures resolution escalations@clawemail.com

Tier 1 handles incoming queries. When it can't resolve, it emails the Escalation Manager with full context. The Escalation Manager tracks the issue through internal resolution and ensures the customer gets a response.

Skills Configuration

agent_name: Support Claw
model: claude
skills:
  - name: email_triage
    trigger: "When new email arrives at support address"
    action: >
      Read the customer's email.
      Categorise: billing, technical, how-to, feature request, bug, other.
      Assign priority: urgent, standard, low.
      Check knowledge base for matching answer.
      If match: Respond with personalised answer.
      If no match: Escalate to appropriate team member.
      Log ticket in support tracker sheet.
    tools: [clawemail, google_sheets, google_docs]

  - name: known_issue_response
    trigger: "When incoming email matches knowledge base"
    action: >
      Draft response using knowledge base answer.
      Personalise: use customer's name, reference their specific situation.
      Include: clear steps, screenshots/links if relevant, offer to help further.
      Send response via ClawEmail.
      Log: ticket, response time, category, resolution status.
    tools: [clawemail, google_sheets, google_docs]

  - name: smart_escalation
    trigger: "When issue can't be resolved from knowledge base"
    action: >
      Forward to the correct internal team member based on issue type.
      Include in the forward:
        - Customer name and email
        - Full conversation history
        - Issue category and priority
        - What the agent has already checked
        - Suggested resolution if possible
      Respond to customer: "I've escalated this to [team]. You'll hear
      back within [SLA timeframe]."
      Add to escalation tracker with deadline.
    tools: [clawemail, google_sheets]

  - name: escalation_follow_up
    trigger: "When escalated ticket approaches SLA deadline"
    action: >
      Check if internal team has responded.
      If no response: Chase the team member via email and Telegram.
      If resolved: Send resolution to customer.
      If breached: Alert support manager via Telegram.
      Update ticket status in tracker.
    tools: [clawemail, google_sheets, telegram]

  - name: satisfaction_follow_up
    trigger: "24 hours after ticket resolution"
    action: >
      Email customer:
        - Confirm the issue is resolved
        - Ask if there's anything else they need
        - Include a 1-5 satisfaction rating (reply with a number)
      Log response in tracker.
    tools: [clawemail, google_sheets]

  - name: weekly_report
    trigger: "Every Monday at 9am"
    action: >
      Compile weekly support metrics:
        - Total tickets: [count]
        - Average first response time
        - Resolution rate
        - CSAT score (from follow-up responses)
        - Top 5 issue categories
        - Escalation count and resolution rate
        - Knowledge base gaps (questions with no matching answer)
      Create report in Google Docs. Email to support manager.
    tools: [google_sheets, google_docs, clawemail]

Example Interactions

Customer emails support@company.clawemail.com:

Hi, I've been trying to connect my Gmail account but I keep getting an error that says "OAuth token expired". I've tried 3 times now. Really frustrating. Can you help?

Support Claw (responds in 4 minutes, via ClawEmail):

Hi Sarah,

Sorry about the frustration with the Gmail connection -- that OAuth error is annoying but fixable.

Here's what to do:

  1. Go to Settings > Connected Accounts
  2. Click "Remove" next to your Gmail account
  3. Clear your browser cache (or try an incognito window)
  4. Click "Connect Gmail" again
  5. When Google prompts you, make sure to check ALL the permission boxes (Calendar, Drive, and Gmail)

This resolves the expired token issue in most cases. If you're still seeing the error after step 5, let me know and I'll escalate to our engineering team.

[Company] Support

Customer replies 20 minutes later:

That worked! Thank you -- much faster than I expected.

Support Claw (24 hours later, follow-up):

Hi Sarah,

Glad the Gmail connection is working. Just checking in -- is everything running smoothly?

If you have a second, a quick rating helps us improve: Reply with 1-5 (1 = poor, 5 = excellent).

Thanks!
[Company] Support

Sarah replies:

5

Support Claw logs CSAT score of 5, ticket fully closed.

Different scenario -- escalation:

Customer emails:

I was charged twice this month. $99 on Feb 1 and another $99 on Feb 3. Please refund the duplicate charge immediately.

Support Claw (via Telegram to you):

BILLING ESCALATION: Sarah Jones (sarah@email.com) reports duplicate charge. $99 on Feb 1 and $99 on Feb 3. Requesting refund. Forwarding to billing@company.com with full context.

Support Claw (via ClawEmail to customer):

Hi Sarah,

I can see why that's concerning -- nobody wants to be charged twice. I've escalated this directly to our billing team with all the details.

You'll hear back within 4 hours with a resolution. If the charge is confirmed as a duplicate, we'll process the refund immediately.

Sorry for the hassle -- we'll get this sorted.

[Company] Support