AI agent knowledge

1) Top FAQs (Help Center + AI training)

Getting started & account access

Payments & transfers (domestic, bank delays, reversals)

Cards (declines, limits, replacement)

KYC/Compliance (required docs, re-verification, PEP/Sanctions checks at a high level)

Refunds/chargebacks

Fees, limits, and regions (NG/US)

Security (2FA, suspicious activity)

App/profile & ticket history (“Support” tab)

CSAT & support experience expectations

2) Structured Q&A set (for AI intents)

Each row: intent | sample_utterances | canonical_answer | tier | SLA_tier | tags | link_to_KB | escalation_rules

Keep 20+ sample chats mapped to intents to boost routing accuracy.

Include “Tier” hints (1/2/3) to align with your escalation matrix.

3) Macros & snippets (agent + AI)

KYC missing docs

Transfer pending — bank delay

Card decline — 3rd party

Refund request

Auto-ack for new tickets (email + chat)

4) Policy snippets (short, quotable)

SLAs (chat ≤2 mins first response, email ≤24h; Tier 1 ≤24h, Tier 2 ≤48h, Tier 3 ≤72h)

CSAT follow-up (“You’ll get a quick 1–5 survey within an hour of closure”)

Data & security (TLS/AES, RBAC, 2FA)

Record retention (≥5 years)

5) Dynamic context notes (internal)

How to link tickets → transaction IDs (read-only)

When to escalate to Tier 3 (AML/KYC flags, audit trail needed)

Starter FAQs (draft copy you can paste)

1) How do I contact support?

From the app: Profile → Support → Chat to start a conversation or check past tickets. You can also email support@onedosh.com

. First response is typically within 2 minutes in chat and within 24 hours by email. (Tier 1 · SLA_tier: First Response)

2) Where can I see my open and past tickets?

In the app under Profile → Support you’ll see active and resolved requests, with references linked to your recent transactions (read-only). (Tier 1)

3) What documents do I need for KYC?

A valid government ID and, where requested, address verification. If we ask for more, you’ll receive a secure in-app request. (Tier 1 → Tier 3 if unresolved or AML flags)

4) My transfer is “Pending — bank delay.” What now?

Most bank-side delays clear within 24–48 hours. We’ll notify you when it posts. If it exceeds 48 hours, we’ll investigate and keep you updated. (Tier 1 Macro: “Transfer pending — bank delay”)

5) My card was declined.

Common reasons: merchant rules, velocity limits, or security flags. Check available balance, then try again. If it persists, chat with us so we can review securely. (Tier 1 Macro: “Card decline — 3rd party”)

6) How do refunds work?

Once a merchant issues a refund, it can take a few business days to appear. We’ll show it in your transaction list once received. (Tier 1 Macro: “Refund request”)

7) What are your typical response times?

Chat: first reply in ≤2 minutes (AI or human). Email: ≤24 hours. (SLA policy)

8) When will I get a satisfaction survey (CSAT)?

Within 1 hour after your ticket is closed, you’ll get a quick 1–5 survey or thumbs up/down in chat. (CSAT policy)

9) How do you protect my data?

We use TLS (in transit) and AES-256 (at rest), enforce 2FA for agents, and maintain strict role-based access. (Security/RBAC)

10) How long do you keep support records?

Ticket histories and audit trails are stored for 5+ years to meet regulatory requirements. (Auditability)

11) When do issues get escalated?

Tier 1: General issues

Tier 2: Technical issues

Tier 3: Compliance/AML with full audit trail

Your ticket moves up if needed—no action required from you.

12) Which regions do you support?

English-based support; localized help for Nigerian users where applicable. (Localization)

13) Can support link to my transactions?

Yes—agents can view relevant read-only transaction references from your Support tab to speed things up. (Integration with profiles)

14) What happens during surges?

AI triage prioritizes urgent cases and we may temporarily staff up to maintain response times. (Risk mitigation)

15) What’s your uptime target for support systems?

We target 99.9% uptime for Zendesk components and the in-app integration. (NFR)

Ready-to-use macros (short versions)

Auto-ack (email)

Subject: We got your request (#[TICKET_ID])

Body: Thanks for reaching out—your ticket #[TICKET_ID] is open. First response within 24h (often sooner). You can reply to this email or check Profile → Support in the app.

KYC missing docs

We’re reviewing your account. To proceed, please upload the requested ID/verification in the secure in-app flow. If you don’t see the prompt, let us know here. (Tier 1 → Tier 3 trigger if mismatch/flags)

Transfer pending — bank delay

Your transfer shows a bank-side delay. These typically resolve within 24–48h. We’ll update you automatically; ping us if it goes beyond that window.

Card decline — 3rd party

This looks like a merchant or network-level decline. Confirm balance and try again. If it continues, reply here so we can securely review.