CUSTOMER_SUPPORT Category

CUSTOMER_SUPPORT Category

The CUSTOMER_SUPPORT category is designed for customer service interactions, technical support, troubleshooting workflows, and help desk operations. Use this category when your primary goal is to resolve customer issues, provide assistance, or guide users through problem-solving processes.

Category Specification

Code
{
  "flowCategories": ["CUSTOMER_SUPPORT"]
}

Use Cases

Perfect for CUSTOMER_SUPPORT

• Technical Troubleshooting - Step-by-step problem resolution guides
• Issue Reporting - Bug reports, service outages, feature problems
• Account Assistance - Password resets, billing issues, account updates
• Product Support - Usage questions, feature explanations, how-to guides
• Escalation Workflows - Priority routing, specialist assignment
• Self-Service Portals - FAQ flows, diagnostic tools, status checks

Not Suitable for CUSTOMER_SUPPORT

• New user onboarding - Use SIGN_UP instead
• General business inquiries - Use CONTACT_US instead
• Lead qualification - Use LEAD_GENERATION instead
• Feedback surveys - Use SURVEY instead

Recommended Components

Essential Components

• RADIO_BUTTONS_GROUP - Issue category, priority level, troubleshooting options
• TEXT_AREA - Issue description, error details, additional context
• DROPDOWN - Product selection, issue type, priority classification
• DOCUMENT_PICKER - Screenshots, logs, error reports
• FOOTER - Submit support request, escalate issue

Optional Components

• TEXT_INPUT - Account details, error codes, reference numbers
• PHOTO_PICKER - Visual issues, device problems, UI screenshots
• CHECKBOX_GROUP - Symptoms checklist, troubleshooting steps completed
• DATE_PICKER - Issue occurrence date, availability for follow-up
• OPT_IN - Remote assistance consent, follow-up permissions

Implementation Examples

Technical Support Triage

Code
{
    "flowName": "technical_support_triage",
    "flowCategories": ["CUSTOMER_SUPPORT"],
    "flowJson": {
        "screens": [
            {
                "id": "ISSUE_TRIAGE",
                "terminal": false,
                "success": false,
                "title": "Technical Support",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "How Can We Help You Today?"
                        },
                        {
                            "type": "BODY",
                            "text": "Let's quickly identify your issue so we can provide the best assistance."
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Account Email",
                            "name": "account_email",
                            "required": true,
                            "inputType": "EMAIL",
                            "helperText": "Email address associated with your account"
                        },
                        {
                            "type": "DROPDOWN",
                            "label": "Which product needs support?",
                            "name": "product_category",
                            "required": true,
                            "dataSource": [
                                {"id": "web_app", "title": "Web Application"},
                                {"id": "mobile_app", "title": "Mobile App"},
                                {"id": "api", "title": "API Integration"},
                                {"id": "billing", "title": "Billing & Account"},
                                {"id": "other", "title": "Other"}
                            ]
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "issue_type",
                            "label": "What type of issue are you experiencing?",
                            "required": true,
                            "dataSource": [
                                {
                                    "id": "bug",
                                    "title": "Bug or Error",
                                    "description": "Something isn't working as expected"
                                },
                                {
                                    "id": "performance",
                                    "title": "Performance Issue",
                                    "description": "Slow loading, timeouts, or delays"
                                },
                                {
                                    "id": "feature_question",
                                    "title": "Feature Question",
                                    "description": "How to use a specific feature"
                                },
                                {
                                    "id": "access_issue",
                                    "title": "Access Problem",
                                    "description": "Can't log in or access account"
                                }
                            ]
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "urgency_level",
                            "label": "How urgent is this issue?",
                            "required": true,
                            "dataSource": [
                                {
                                    "id": "critical",
                                    "title": "Critical - Service Down",
                                    "description": "Complete service outage affecting business"
                                },
                                {
                                    "id": "high",
                                    "title": "High - Major Impact",
                                    "description": "Significant feature not working"
                                },
                                {
                                    "id": "medium",
                                    "title": "Medium - Some Impact",
                                    "description": "Minor feature issue with workaround"
                                },
                                {
                                    "id": "low",
                                    "title": "Low - Question",
                                    "description": "General question or minor issue"
                                }
                            ]
                        },
                        {
                            "type": "FOOTER",
                            "label": "Continue",
                            "onClickAction": {
                                "name": "NAVIGATE",
                                "next": "ISSUE_DETAILS"
                            }
                        }
                    ]
                }
            },
            {
                "id": "ISSUE_DETAILS",
                "terminal": true,
                "success": true,
                "title": "Issue Details",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "Tell Us More"
                        },
                        {
                            "type": "BODY",
                            "text": "Please provide detailed information about your issue so our support team can help you quickly."
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "Describe the issue in detail",
                            "name": "issue_description",
                            "required": true,
                            "maxLength": "1000",
                            "helperText": "What exactly is happening? Include any error messages you're seeing."
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "Steps to reproduce",
                            "name": "reproduction_steps",
                            "required": false,
                            "maxLength": "500",
                            "helperText": "What steps lead to this issue? This helps us recreate the problem."
                        },
                        {
                            "type": "TEXT_INPUT",
                            "label": "Error Message (if any)",
                            "name": "error_message",
                            "required": false,
                            "helperText": "Copy and paste any error messages you see"
                        },
                        {
                            "type": "CHECKBOX_GROUP",
                            "label": "What have you already tried?",
                            "name": "attempted_solutions",
                            "required": false,
                            "dataSource": [
                                {"id": "refresh_browser", "title": "Refreshed browser/restarted app"},
                                {"id": "different_browser", "title": "Tried different browser/device"},
                                {"id": "cleared_cache", "title": "Cleared browser cache/app data"},
                                {"id": "checked_internet", "title": "Checked internet connection"},
                                {"id": "updated_app", "title": "Updated to latest version"},
                                {"id": "contacted_support", "title": "Previously contacted support"}
                            ]
                        },
                        {
                            "type": "DOCUMENT_PICKER",
                            "name": "issue_attachments",
                            "label": "Screenshots or Files (Optional)",
                            "description": "Upload screenshots, error logs, or related files",
                            "required": false,
                            "maxFileSize": "10MB",
                            "maxUploadedPhotos": 5,
                            "allowedMimeTypes": ["image/jpeg", "image/png", "application/pdf", "text/plain", "text/csv"]
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "contact_preference",
                            "label": "How would you like to receive support?",
                            "required": true,
                            "dataSource": [
                                {"id": "email", "title": "Email response"},
                                {"id": "phone", "title": "Phone call"},
                                {"id": "chat", "title": "Live chat"},
                                {"id": "no_preference", "title": "No preference"}
                            ]
                        },
                        {
                            "type": "OPT_IN",
                            "label": "Allow support team to access my account for troubleshooting",
                            "name": "account_access_consent",
                            "required": false
                        },
                        {
                            "type": "FOOTER",
                            "label": "Submit Support Request",
                            "onClickAction": {
                                "name": "COMPLETE"
                            },
                            "centerCaption": "Critical issues receive response within 1 hour"
                        }
                    ]
                }
            }
        ]
    }
}

Self-Service Troubleshooting

Code
{
    "flowName": "self_service_troubleshooting",
    "flowCategories": ["CUSTOMER_SUPPORT"],
    "flowJson": {
        "screens": [
            {
                "id": "TROUBLESHOOTING_START",
                "terminal": false,
                "success": false,
                "title": "Quick Self-Help",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "Let's Try to Fix This Together"
                        },
                        {
                            "type": "BODY",
                            "text": "We'll walk you through some quick steps that resolve most common issues."
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "problem_category",
                            "label": "What's not working?",
                            "required": true,
                            "dataSource": [
                                {"id": "login", "title": "Can't log in"},
                                {"id": "loading", "title": "Page won't load"},
                                {"id": "feature", "title": "Feature not working"},
                                {"id": "data", "title": "Data not showing"},
                                {"id": "slow", "title": "Running slowly"}
                            ]
                        },
                        {
                            "type": "FOOTER",
                            "label": "Start Troubleshooting",
                            "onClickAction": {
                                "name": "NAVIGATE",
                                "next": "BASIC_STEPS"
                            }
                        }
                    ]
                }
            },
            {
                "id": "BASIC_STEPS",
                "terminal": false,
                "success": false,
                "title": "Basic Troubleshooting",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "Let's Start with the Basics"
                        },
                        {
                            "type": "BODY",
                            "text": "Please try these steps and check each one you complete:"
                        },
                        {
                            "type": "CHECKBOX_GROUP",
                            "label": "Complete these troubleshooting steps:",
                            "name": "completed_steps",
                            "required": true,
                            "dataSource": [
                                {
                                    "id": "refresh",
                                    "title": "Refresh the page (Ctrl+F5 or Cmd+R)",
                                    "description": "Clears temporary data and reloads fresh content"
                                },
                                {
                                    "id": "incognito",
                                    "title": "Try opening in incognito/private mode",
                                    "description": "Helps identify if extensions or cache are causing issues"
                                },
                                {
                                    "id": "different_browser",
                                    "title": "Test in a different browser",
                                    "description": "Rules out browser-specific problems"
                                },
                                {
                                    "id": "restart_device",
                                    "title": "Restart your device",
                                    "description": "Clears memory and resets network connections"
                                }
                            ]
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "issue_status",
                            "label": "Did these steps resolve your issue?",
                            "required": true,
                            "dataSource": [
                                {"id": "resolved", "title": "Yes, it's working now!"},
                                {"id": "partially", "title": "Partially - some improvement"},
                                {"id": "no_change", "title": "No change - still not working"}
                            ]
                        },
                        {
                            "type": "FOOTER",
                            "label": "Continue",
                            "onClickAction": {
                                "name": "NAVIGATE",
                                "next": "ISSUE_RESOLVED"
                            }
                        }
                    ]
                }
            },
            {
                "id": "ISSUE_RESOLVED",
                "terminal": true,
                "success": true,
                "title": "Resolution Status",
                "layout": {
                    "children": [
                        {
                            "type": "TEXT_HEADING",
                            "text": "How Did We Do?"
                        },
                        {
                            "type": "BODY",
                            "text": "We hope we were able to help resolve your issue. If you're still experiencing problems, we're here to help further."
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "satisfaction_level",
                            "label": "How would you rate this self-help experience?",
                            "required": false,
                            "dataSource": [
                                {"id": "excellent", "title": "Excellent - Problem solved quickly"},
                                {"id": "good", "title": "Good - Helpful guidance"},
                                {"id": "fair", "title": "Fair - Partially helpful"},
                                {"id": "poor", "title": "Poor - Didn't help"}
                            ]
                        },
                        {
                            "type": "TEXT_AREA",
                            "label": "Feedback (Optional)",
                            "name": "feedback",
                            "required": false,
                            "maxLength": "300",
                            "helperText": "How can we improve this troubleshooting flow?"
                        },
                        {
                            "type": "RADIO_BUTTONS_GROUP",
                            "name": "next_action",
                            "label": "What would you like to do next?",
                            "required": true,
                            "dataSource": [
                                {"id": "done", "title": "I'm all set - issue resolved"},
                                {"id": "contact_support", "title": "Contact support - need more help"},
                                {"id": "different_issue", "title": "Report a different issue"}
                            ]
                        },
                        {
                            "type": "FOOTER",
                            "label": "Complete",
                            "onClickAction": {
                                "name": "COMPLETE"
                            },
                            "centerCaption": "Thank you for using our self-service support!"
                        }
                    ]
                }
            }
        ]
    }
}

Support Workflow Best Practices

Issue Classification

• Severity Levels - Critical, High, Medium, Low priority classification
• Category Routing - Direct issues to specialized support teams
• SLA Management - Set response time expectations based on priority
• Escalation Triggers - Automatic escalation for high-priority issues

Information Collection

Code
{
  "type": "TEXT_INPUT",
  "label": "Ticket Reference (if you have one)",
  "name": "existing_ticket",
  "required": false,
  "helperText": "If this is a follow-up to an existing case"
}

Environment Information

Code
{
  "type": "DROPDOWN",
  "label": "What browser are you using?",
  "name": "browser_type",
  "dataSource": [
    {"id": "chrome", "title": "Google Chrome"},
    {"id": "firefox", "title": "Mozilla Firefox"},
    {"id": "safari", "title": "Safari"},
    {"id": "edge", "title": "Microsoft Edge"},
    {"id": "other", "title": "Other"}
  ]
}

Self-Service Features

Knowledge Base Integration

Code
{
  "type": "BODY",
  "text": "Before we create a support ticket, you might find your answer in our knowledge base. Common solutions are available at help.example.com"
}

Status Check Tools

Code
{
  "type": "RADIO_BUTTONS_GROUP",
  "name": "service_status_check",
  "label": "Have you checked our service status page?",
  "dataSource": [
    {"id": "yes_normal", "title": "Yes, all services show normal"},
    {"id": "yes_issues", "title": "Yes, I see reported issues"},
    {"id": "no", "title": "No, I haven't checked"}
  ]
}

Diagnostic Information

Code
{
  "type": "CHECKBOX_GROUP",
  "label": "Please provide system information:",
  "name": "system_info",
  "dataSource": [
    {"id": "browser_version", "title": "Browser version: Chrome 91.0"},
    {"id": "operating_system", "title": "Operating System: Windows 10"},
    {"id": "screen_resolution", "title": "Screen Resolution: 1920x1080"},
    {"id": "internet_speed", "title": "Internet Speed: High-speed broadband"}
  ]
}

Escalation and Priority Handling

Priority Assessment

Code
{
  "type": "RADIO_BUTTONS_GROUP",
  "name": "business_impact",
  "label": "How is this affecting your business?",
  "dataSource": [
    {
      "id": "complete_outage",
      "title": "Complete Service Outage",
      "description": "Cannot use the service at all"
    },
    {
      "id": "major_feature",
      "title": "Major Feature Down",
      "description": "Key functionality not working"
    },
    {
      "id": "minor_issue",
      "title": "Minor Issue",
      "description": "Small problem with workaround available"
    },
    {
      "id": "question",
      "title": "General Question",
      "description": "Information request or clarification"
    }
  ]
}

Escalation Triggers

Code
{
  "type": "OPT_IN",
  "label": "This is blocking critical business operations - please expedite",
  "name": "expedite_request",
  "required": false
}

Customer Support Metrics

Resolution Tracking

• First Contact Resolution - Issues solved on first interaction
• Response Time - Time to first response by priority level
• Resolution Time - Time to complete resolution
• Customer Satisfaction - Post-resolution satisfaction scores

Feedback Collection

Code
{
  "type": "RADIO_BUTTONS_GROUP",
  "name": "support_rating",
  "label": "How would you rate the support you received?",
  "dataSource": [
    {"id": "5", "title": "Excellent - Exceeded expectations"},
    {"id": "4", "title": "Very Good - Met expectations"},
    {"id": "3", "title": "Good - Adequate support"},
    {"id": "2", "title": "Fair - Below expectations"},
    {"id": "1", "title": "Poor - Unsatisfactory"}
  ]
}

Integration with Support Tools

CRM Integration

Code
{
  "type": "TEXT_INPUT",
  "label": "Customer ID (if known)",
  "name": "customer_id",
  "helperText": "Your unique customer identifier"
}

Asset Management

Code
{
  "type": "TEXT_INPUT",
  "label": "Product Serial Number (if applicable)",
  "name": "serial_number",
  "helperText": "Found on your device or in account settings"
}

Related Categories

• CONTACT_US Category - For general inquiries
• SIGN_IN Category - For account access issues
• SURVEY Category - For feedback collection

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CUSTOMER_SUPPORT flows should prioritize quick issue resolution, clear escalation paths, and excellent customer experience while capturing actionable information for support teams