Ground every answer in current knowledge
Confirm the knowledge version, product, and customer scope before answering, and escalate missing or conflicting evidence instead of inventing a plausible response
Stop making customers repeat themselves and service teams assemble answers across systems
Hast Agent reads approved knowledge, customer and service state, policy, and the current conversation to prepare sourced answers, complete authorized queries and low-risk actions, and hand complex issues to the right team with verified facts. Authorized people still own refunds, compensation, commitments, and high-risk decisions
Service gets faster through complete context, not faster guessing
Carry the issue across every handoff
Bring identity and entitlement, order or account state, prior issues, and attempted steps into the next conversation so the receiving team continues from verified facts
Escalate complex work with facts and an owner
Package impact, evidence, actions already taken, the unresolved reason, and the recommended destination before handoff to reduce internal questions and customer transfers
Move from understanding the customer to resolution or a complete handoff
A dependable service workflow does more than generate a reply. It verifies customer state, finds the applicable basis, completes allowed actions, and delivers enough evidence when specialists must take over
Understand the issue and customer state
Establish who the customer is, what they are experiencing, and which facts are already verified
- Identify conversation intent
Separate questions, incidents, billing, orders, and urgent issues
- Verify identity and entitlement
Confirm the account, product, plan, and support scope
- Read current operational state
Inspect the latest order, service, account, or incident status
- Continue prior handling
Summarize earlier contacts, open issues, and attempted steps
Retrieve evidence and take controlled action
Answer from current knowledge and move the issue only within authorized scope
- Match knowledge and policy
Find the applicable version, exception, and source
- Query live system state
Compare the customer experience with internal records
- Run verifiable troubleshooting
Execute diagnostics in order and retain results
- Complete permitted low-risk updates
Resend material, schedule, or update standard fields by rule
Resolve, hand off, and improve
Give the customer a clear outcome and the next owner a precise place to continue
- Deliver a complete sourced answer
State the conclusion, next step, timing, and supporting source
- Route complex issues correctly
Include facts, evidence, attempts, and the escalation reason
- Record outcome and ownership
Retain actions, current state, and the next checkpoint
- Expose knowledge and process gaps
Aggregate recurring issues and stale answers for correction
Move the most search-, verification-, and handoff-heavy service work to a complete result
Every workflow starts with a customer issue and ends with an output that can be answered, executed, or handed off directly
Answer product, policy, and how-to questions
Find guidance that matches the current product, version, and customer scope in approved knowledge, including exceptions and unknowns
Explain order, account, and service status
Combine verified identity, system records, and current events so customers do not repeat information across teams
Reproduce and troubleshoot technical issues
Collect environment and failure evidence, run verifiable diagnostics, and separate configuration, usage, product defects, and dependencies
Prepare complex handoffs and exceptions
Before refunds, compensation, contract exceptions, or high-risk issues reach a human decision, assemble customer impact and the applicable rules
Connect the approved knowledge and service collaboration systems the team already uses
Hast uses currently supported connectors within team authorization. Connect the knowledge and collaboration sources required for the target ticket, then expand only after validation
Knowledge, policy, and service data
Read maintained product docs, policies, runbooks, service lists, and structured records
Google Drive
Google Docs
Google Sheets
Notion
Customer communication and team collaboration
Use email, team discussion, and meeting context to prepare responses, escalations, and follow-up work
Gmail
Slack
Google Calendar
Google Meet
Accelerate resolution without scaling errors or unauthorized decisions
Customer service automation touches customer data, changing knowledge, and real business actions. Hast separates retrieval, response, system action, and commercial exceptions into distinct permissions with evidence and ownership
Answers are constrained by source and version
Use only approved, current material, show the basis for material conclusions, and stop automatic answers when sources conflict or are missing
Customer data follows least privilege
Limit identity, order, and account fields by role and task so one customer or team's data does not enter an unrelated conversation
System actions have limits, approval, and recovery boundaries
Log low-risk rule-based actions while refunds, compensation, contracts, and irreversible changes always require authorized confirmation
Control every service action by customer impact
Can be prepared automatically
ExecutableKnowledge retrieval, status summary, incident intake, and response drafts
Can be completed by rule
Controlled actionMaterial resend, scheduling, status notifications, and standard field updates
Requires an authorized person
Human decisionRefunds, compensation, contract exceptions, commitments, and high-risk change
Start with one high-volume ticket type with clear boundaries
Choose work with defined knowledge, service-reviewable results, and measurable customer impact before expanding the automation scope
Complete answers for one frequent inquiry
Choose product usage, policy, or order status and compare answer accuracy, handling time, and repeat contact
Agent assistance for the existing service team
Let the agent prepare evidence, summaries, and next steps for a person to send, then measure resolution and search time
Better escalations and knowledge feedback
Use one complex issue to test evidence completeness, transfer count, response time, and detection of knowledge gaps
Use real tickets to test whether customers reach a complete resolution faster
We will define knowledge scope, action permissions, human checkpoints, and acceptance metrics with service, product, and operations teams, then decide whether to scale from actual customer outcomes