What to delegate
Define the expected result, sources, and constraints. The agent breaks the assignment into verifiable steps.
- Categorization
- Drafts
- Escalation
AI agent workflow
OpenClaw
Hermes Agent
Customer support AI agent
Classifies requests and drafts answers from a knowledge base.
3
core workflow tasks
24/7
manual or scheduled runs
2
AI agents to choose from
1 result
with execution history
Inputs and process
The agent classifies topic and urgency, finds a supported answer, drafts it, and routes sensitive or uncertain cases to an operator.
- An approved knowledge base, request categories, SLA rules, and human-escalation criteria.
- Never invent policy
- Protect customer data
Finished output
Faster responses while the team keeps control.
- A draft with source, confidence, category, and an escalation reason when required.
- Do not auto-close disputes
In-depth guide
How this works in real life
A practical look at capabilities, setup, and operational boundaries.
How to prepare the workflow
Classifies requests and drafts answers from a knowledge base. Prepare the following input: an approved knowledge base, request categories, sla rules, and human-escalation criteria.
The core stages are categorization, drafts, escalation. Run them manually first and preserve examples of a good result in the agent instructions.
- Configure: categorization
- Configure: drafts
- Configure: escalation
How to review and automate output
Expected output: Faster responses while the team keeps control. Review it using this evidence: a draft with source, confidence, category, and an escalation reason when required.
After several reliable runs, configure the schedule and notification channel. Keep critical actions behind approval and use execution history to refine instructions and compare quality.
- Never invent policy
- Protect customer data
- Do not auto-close disputes
FAQ
Frequently asked questions
Which agent should I choose?
OpenClaw fits broad and communication-heavy tasks. Hermes Agent is often better for coding, research, and complex technical workflows.
Can this run on a schedule?
Yes. After validating the workflow, you can make it a recurring task.