Use Cases/Business
🏢

Automated Customer Service Bot

Handle tier-1 customer service at scale. Resolve common issues instantly, collect structured data, and hand off complex cases to your team — all from Telegram or Discord.

Overview

Your support inbox is full. Most questions are the same 10 things. Deploy an OpenClaw agent on AgentClaw to handle the repeatable work automatically — freeing your team for the cases that actually need human judgment.

What You'll Build

An AI customer service agent that:

  • Resolves common issues instantly (order status, account questions, how-tos)
  • Collects structured info (order number, account email) before escalating
  • Routes complex issues to the right team member via DM
  • Provides consistent, on-brand responses 24/7

Architecture

Customer → Telegram/Discord
              ↓
         OpenClaw Agent (on AgentClaw)
              ↓
    Instant answer OR structured handoff
              ↓
         Your support team

Prerequisites

  • AgentClaw account
  • Telegram Bot Token or Discord Bot Token
  • Anthropic or OpenAI API key
  • A written FAQ / knowledge base (even a Google Doc works)

Setup Steps

1. Document Your FAQ

Before building, write down the top 10-20 questions your customers ask. This becomes your agent's knowledge base.

2. Create Your Instance

Sign up at agentclaw.app and create a new agent instance for your business.

3. Write a Detailed System Prompt

The quality of your system prompt determines the quality of your bot:

SYSTEM_PROMPT="You are the customer service assistant for [Company Name].

KNOWLEDGE BASE:
- Shipping: Orders ship within 2 business days. Tracking via email.
- Returns: 30-day return policy. Email returns@company.com.
- [Add your specific FAQs here]

ESCALATION:
If a customer has a billing dispute, account suspension, or complex issue:
1. Apologize for the inconvenience
2. Ask for their order number and email
3. Say: 'I'm connecting you with our support team. Expected response: 4 hours.'

Always be empathetic and solution-focused."

4. Connect Your Channel

Go to Integrations → Telegram (or configure Discord via env vars) and connect your support bot.

5. Set Up Notifications (Optional)

Add your email to receive alerts when the agent escalates a conversation:

ESCALATION_EMAIL=support@yourcompany.com

6. Start and Test

Click Start in your dashboard, then send some test messages through Telegram to verify responses.

Measuring Success

Use the Logs tab to review conversations. Track:

  • % of questions resolved without escalation
  • Response time (should be < 3 seconds)
  • Customer satisfaction (ask at end of conversation)

Tips

  • Iterate on the system prompt — check logs weekly and add missed cases
  • Be honest about AI — OpenClaw can be configured to disclose it's AI when asked
  • Restart to update — changes to SYSTEM_PROMPT env var require an instance restart