Customer support

Conversations triaged, answered, and followed through.

22 listings.

Operator · Reference · built on request

Backlog Sweep

Reviews pending tickets waiting on the customer past the reminder window. Proposes a final nudge or a close with the reason recorded.

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Operator · Reference · built on request

Bot Handoff

Reads chatbot sessions that stalled or looped and who is free to take them. Proposes a handoff with the session summary attached.

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Operator · Reference · built on request

Breach Watch

Watches next-reply and resolution timers against who is on shift. Proposes a reassignment or priority change before a target is missed.

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Operator · Reference · built on request

Call Summary

Reads the call transcript and the customer record after a call ends. Proposes the wrap-up note, disposition code, and follow-up task.

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Operator · Reference · built on request

Callback Promise

Reads abandoned calls and queued callbacks against agent schedules. Proposes a callback time and who takes it.

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Operator · Reference · built on request

Coaching Notes

Reads quality scores and sampled conversations per agent. Proposes coaching notes and a one-to-one agenda for the team lead.

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Operator · Reference · built on request

Concession Review

Reads a refund or credit request beside the order, its payment, and prior concessions. Proposes approve, counter, or decline.

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Operator · Reference · built on request

Detractor Callback

Reads low survey scores beside the conversation and order behind them. Proposes who calls back, a make-good within policy, and the note.

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Operator · Reference · built on request

Escalation Packet

Finds cases that meet your escalation rules and assembles the thread, order history, and prior contacts. Proposes the tier-2 ticket.

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Operator · Reference · built on request

First Response

Finds conversations no human has acknowledged across channels. Proposes an acknowledgment with a wait estimate or a reassignment.

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Operator · Reference · built on request

Knowledge Gap

Compares resolved conversations with what the help center covers and what people searched for. Proposes a draft article for review.

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Operator · Reference · built on request

Language Routing

Detects the language of an inbound conversation and reads who speaks it. Proposes the assignment, or a translated draft for review.

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Operator · Reference · built on request

Macro Match

Matches an incoming message to your macro library and fills it from order and shipment data. Proposes the reply for the agent to send.

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Operator · Reference · built on request

Noise Filter

Finds auto-replies, bounces, vendor mail, and spam among inbound conversations. Proposes closing or tagging them without an agent.

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Operator · Reference · built on request

Outage Notice

Links monitoring incidents to the tickets they generate. Proposes a status macro and a proactive notice to affected customers.

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Operator · Reference · built on request

Reopen Guard

Before a ticket closes, checks that the promised refund, replacement, or shipment exists. Proposes holding the close or an update.

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Operator · Reference · built on request

Review Response

Reads new public reviews and matches each to an order and a customer. Proposes a reply draft and a ticket when one is needed.

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Operator · Reference · built on request

Sentiment Spike

Tracks tone across support conversations and reviews by product and topic. Proposes an alert and a holding reply when a spike appears.

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Operator · Reference · built on request

Survey Timing

Holds the satisfaction survey until the order is delivered or the reply has landed. Proposes when to send it and when not to.

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Operator · Reference · built on request

Thread Merge

Finds the same customer's open email, chat, and call threads. Proposes merging them under one owner with the combined history.

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Operator · Reference · built on request

Ticket Triage

Reads a new conversation beside the customer's orders and account. Proposes the queue, priority, and tags before an agent opens it.

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Operator · Reference · built on request

VIP Lane

Reads lifetime spend, account stage, and open orders when a conversation arrives. Proposes priority handling and a named owner.

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About customer support listings

Every listing here documents one operational job: what Fibric reads from it, what it can propose, what it needs, and where it stops. Reference listings describe the vendor's published interfaces; Fibric builds them under a managed deployment when you request them. Selecting a listing installs nothing.