Chatropic is a platform for building AI agents that help customers get answers and complete support tasks. Your team supplies the business knowledge, connects the systems the agent needs, and decides which requests it may handle and when a person should take over. For a customer, the experience is a conversation. Behind that conversation, Chatropic can find an approved policy, retrieve information from a connected service, or follow a configured procedure. This article explains those parts and how they fit into a support operation.

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How Chatropic uses your business knowledge

An agent needs a reliable source for the information it shares. In Chatropic, you can create knowledge articles and upload approved documents such as delivery policies, product information, and account guidance. The agent uses that material to answer relevant questions. Knowledge works best when someone owns it. If two documents describe different return windows, uploading both does not resolve the conflict. Choose the current policy, remove outdated content, and test the kinds of questions customers actually ask.

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How connected tools extend the conversation

Some answers cannot come from a document. An order status, account balance, or recent payment result must come from the system that holds that record. A configured data connector or tool gives the agent access to the information it is permitted to retrieve. Reading a record and changing it are separate capabilities. An order lookup does not automatically authorize an address change. Your team must configure the update operation, its identity checks, and the conditions under which it may run.

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How agents share the work

A Super Agent coordinates the request and the final response. Specialist subagents can focus on narrower responsibilities, such as policy questions or order enquiries. Each specialist can have its own instructions and permitted tools. You do not need to start with a specialist for every department. Start with a clear customer need and add specialization where it makes the behavior easier to define and test.

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Where your support team fits

Your team prepares the content, tests responses, and reviews conversations. It also handles the cases that need judgment, additional access, or a policy exception. Human replies require enabled handoff and a team responsible for responding. For example, a fictional retailer could automate delivery-policy questions, connect an approved order lookup, and send disputed deliveries to a person. The agent should never turn a missing record into a confident delivery claim.

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Choose a first workflow

Pick one repeated request with a clear source of truth and an agreed outcome. Test it in Sandbox, include a case the agent should escalate, and review the customer experience before publishing. Continue with how a request becomes a resolution to see the complete flow.