Sort customer support requests with an agent
A robotics firm's OpenClaw agent turns customer requests into team chat threads, suggests fixes and drafts replies; the author says support is now tracked in one place.
Done with OpenClaw
What they did
The poster's team ran their own copy of Chatwoot, a customer help desk, and linked it to their PongFox app. They also linked the OpenClaw agent to Chatwoot and to a bot in Discord, their team chat. Each customer request goes to the agent, which opens a Discord thread for the team. It suggests fixes from past robot cases, points to help videos, estimates time and parts for billing, and drafts the reply.
How it went
The author says they can now check any request's status in the help desk instead of asking the team. They say the agent is helping a lot, including helping staff who are not fluent in English reply to customers. A person still sends every reply.
Worth knowing
Setting up the agent was the easy part. Fine-tuning it takes ongoing work, so decide who will keep its rules up to date, or that person becomes a new bottleneck.
Try it yourself with OpenClaw
Watch for new tickets in my helpdesk [Chatwoot or your helpdesk]. For each ticket, open a thread in [Discord channel] with the customer's name, product and warranty status. Search past resolved tickets and our support videos at [video library location] for similar issues, and suggest likely fixes with links. When the team agrees on a resolution, estimate billing from time spent and parts used. Then draft a clear, polite reply to the customer in plain English. Post the draft in the thread for review and never send anything to the customer yourself.
Swap the highlighted [parts] for your own details.
Source: X · @mkirank · Oct 16, 2026
Written with AI assistance from the original post and checked against our editorial guidelines. Results are as reported by the source, not independently verified.
