Creating a Customer Support Bot with OpenClaw

Support Bot Overview

OpenClaw can power a customer support bot that handles common questions, creates tickets, and escalates complex issues to human agents.

Setup

System Prompt

Configure the assistant for a support role:

{
  "system_prompt": "You are a helpful customer support assistant for [Company Name]. Be friendly, professional, and concise. Answer questions using the knowledge base. If you can't answer, offer to create a support ticket."
}

Knowledge Base

Create a skill with your FAQ and product documentation:

---
name: support-knowledge
description: Company knowledge base for customer support
tools: [read]
triggers: ["help", "question", "issue", "problem", "how do I"]
---

# Support Knowledge Base

Read the knowledge base files in /knowledge/ to answer customer questions.

## Common Topics
- Billing: /knowledge/billing.md
- Account: /knowledge/account.md
- Product: /knowledge/product.md
- Troubleshooting: /knowledge/troubleshooting.md

## Response Guidelines
1. Check the knowledge base first
2. Answer concisely with relevant links
3. If the answer isn't in the knowledge base, apologize and offer to create a ticket
4. Always be empathetic and professional

Channel Configuration

Telegram Support Bot

Create a dedicated support bot via BotFather. Customers message the bot directly.

Discord Support Channel

Set up a #support channel where the bot monitors and responds to questions.

WhatsApp Business

Connect via WhatsApp Business API for professional customer support.

Features

FAQ Handling

The bot answers common questions instantly using the knowledge base:

• "What are your business hours?"
• "How do I reset my password?"
• "What's your refund policy?"

Ticket Creation

When the bot can't resolve an issue: "I'll create a support ticket for you. Can you describe the issue in detail?"

Escalation

Complex issues get routed to human agents: "This requires specialized attention. Let me connect you with a team member."

Multi-Language

With the right model, support works in any language the customer writes in.

Tips

• Keep the knowledge base up to date
• Monitor conversations for common questions to add to the FAQ
• Set up cron jobs to review open tickets daily
• Use analytics to identify support trends