Outage & support triage
First-line support for an ISP or operator: checks for a known outage, walks through basic fixes, raises a ticket.
How it opens
The first line, in each language the template ships with. The agent answers in whatever language the caller uses.
नमस्ते, ‹your company› सहायता केंद्र में आपका स्वागत है। मैं एआई सहायक हूँ, बताइए क्या समस्या है?Hello, welcome to ‹your company› support. I am an AI assistant; what seems to be the problem?Namaste, ‹your company› support mein swagat hai. Main AI assistant hoon, bataiye kya problem hai?The steps
Troubleshooting is step by step: outage check, guided fixes, ticket; skipping a step wastes an engineer visit.
- 1
Greet and disclose
Say it is the operator's AI assistant and ask what the problem is.
- 2
Find the connection
Use the caller's number; if it is not registered, ask for the customer ID.
- 3
Known outage?
Silent step: check for an outage in the caller's area.
- 4
Tell them about the outage
Say there is a known fault in the area and the expected restoration time if the system gave one; no ticket is needed.
- 5
Basic fixes
One step at a time: check the router's power and lights, restart it and wait two minutes, check the cable is seated. Ask after each whether it works.
- 6
Raise a ticket
Create the ticket, read the number slowly, say an engineer will call.
- 7
Hand over
Transfer to second-line support.
- 8
Close
Ask if anything else is needed and thank them.
What each call returns
Filled in after the call, next to the transcript, summary and cost. Delivered by webhook and readable through the API.
| Field | Question it answers |
|---|---|
| outcome | What was the outcome of the call?resolved_on_call · known_outage · ticket_raised · transferred · dropped |
| issue_type | What was the problem?no_connection · slow_speed · intermittent · device_or_router · billing · other |
| since_when | Since when? |
| ticket_number | Which ticket number was given? |
| sentiment | How did the caller sound?calm · annoyed · angry |
Your systems
No API yet? Without an API there is no outage check or ticket: the agent does the basic fixes, takes the details and says support will call back.
GET check_outage
Whether there is a known outage for the caller's connection.
POST create_ticket
Raise a support ticket.
TRANSFER transfer_to_human
Transfer the call to the handover number. Leave it out when no number was given.
Knowledge base: the public troubleshooting and router-lights guide.
Rules it keeps
Enforced by the platform's compliance toolkit, not left to the script.
- AI disclosure
- “You are speaking with an AI assistant of the operator.”
- Transcripts
- Masking: card, Aadhaar, PAN and account numbers are hidden before text is stored or sent on, keeping only the last four digits.
- Do not call
- Inbound line: no outbound calls are placed. A callback is offered only when the caller asks for one.
What you fill in
The form in Set up for me. Most fields have sensible defaults; what you leave empty, the plan marks clearly.
Your business
Company name, Service
Agent persona
Agent name, Languages, Voice, Tone
Calling rules
Human handover number
Your systems
Your API base URL
Script and rules
What to collect, Lines that must be said, Never say or do
Lines to test it with
Type them into the test chat or a workflow test before any real call is placed.
- “Subah se internet nahi chal raha.”
- “Router par laal batti jal rahi hai.”
- “Restart kar liya, phir bhi nahi chala.”
- “Speed bahut kam aa rahi hai.”