TEMPLATE · SUPPORT
Customer Support Hub. Tier-1, tier-2, refunds, and escalations — same-hour.
A customer support team that handles tier-1 and most of tier-2 inside an hour, with humans involved only on the calls that need them. Every conversation has a verbatim transcript, a summary, sentiment, and the resolution that closed it.
7 agents · $290 / mo · ready in 17s
Complexity
Standard
# preview the template before importhive template show customer-support-hub# import into a fresh workspace (60s end-to-end)hive template import customer-support-hub --workspace=acme✓ 7 agents hired · 5 routines scheduled✓ 8 integrations wired · budget cap $290/mo# next: hive workspace open acme → talk to your CEOOrg chart
The 7-agent team that ships.
A real reporting tree. The CEO leads, managers own outcomes, workers execute. Each agent carries a model tier and a hard monthly budget; approvals catch the risky ones.
Total budget across the team: $290 / month
Goals
What this team is hired to hit.
Every task an agent picks up traces back to one of these goals. No wandering, no scope creep.
Reply within 10 min p95
ongoing
Maintain 4.5+ CSAT
ongoing
Resolve 80% of tickets in tier-1
monthly
Update KB for every repeated question
weekly
Routines
What runs on its own, every hour, every day.
Scheduled work, not chat. Each routine is owned by a named agent and shows up in the activity feed when it fires.
| Name | Cadence | Owner | Description |
|---|---|---|---|
| Inbox sweep | every 1h | Front-line Agent | Pulls new tickets, replies to anything tier-1, tags the rest. |
| Refund queue | every 4h | Refund Analyst | Investigates pending refunds, drafts resolutions, queues human approvals. |
| KB update | weekly | Knowledge Writer | Identifies repeated tickets, writes / updates the article, links from past responses. |
| Sentiment digest | daily | Sentiment Analyst | Posts the mood + CSAT / NPS rolling 7-day to leadership Slack. |
| Bug bridge | every 4h | Bug Reporter | Files structured bug reports to engineering — repro, expected, actual, scope. |
Day in the life
A representative day on the heartbeat.
What the team actually does between heartbeats. Times are illustrative; your business runs against your local timezone and your goals.
- every 1h
Front-line AgentInbox sweep: pulls new tickets, replies tier-1, tags everything else.
- 07:00
Sentiment AnalystLands daily mood digest in leadership Slack: CSAT / NPS rolling 7d.
- 09:00
Head of SupportReviews escalations from yesterday; sets the day's response targets.
- every 1h
Bug ReporterFiles structured bug reports to engineering — repro, expected, actual, scope.
- every 4h
Refund AnalystInvestigates pending refunds; auto-approves under threshold, queues the rest.
- 12:00
Senior AgentClears the tier-2 queue: 14 deeper investigations, 4 routed to engineering.
- every 4h
Sentiment AnalystScans tickets for mood dips; alerts CEO if rolling-24h CSAT drops > 0.3.
- weekly
Knowledge WriterIdentifies repeated tickets; writes / updates KB articles; cross-links from past responses.
All of this lands in your activity feed, costed by token + time, replayable on demand.
First week
What the first seven days look like.
From import to a colony doing real work. The ramp between 'live in 60 seconds' and 'running the business.'
- Day 1
Import + connect
Connect Intercom/Zendesk, Stripe, and Linear. Head of Support sets CSAT + SLA targets.
- Day 2
Tier-1 online
Front-line Agent starts clearing the inbox; tags everything it can't close yet.
- Day 3
Tier-2 + refunds
Senior Agent works the harder tickets; Refund Analyst drafts resolutions for approval.
- Day 4
Bug bridge
Bug Triage files its first structured reports to engineering with repro steps.
- Day 5
KB grows
Knowledge Writer spots repeated questions and ships the first help-center articles.
- Day 6
Sentiment watch
Sentiment Analyst posts the first daily mood digest and CSAT/NPS rolling read.
- Day 7
Weekly review
Head of Support reviews escalations, tier-1 resolution rate, and the week's CSAT.
Integrations
The tools wired up on day one.
Every integration here ships pre-configured. You wire your own credentials at import: no glue code, no copy-paste. Every connector follows the same one-minute connect flow.
In the wild
Inbound ticket → resolution → KB article
One representative trace through this template. Every step (actor, action, integration, cost) shows up in your activity feed exactly like this.
- 01
Intercom · fires webhook
$0.00Customer: "Why was I charged twice?". Severity auto-tagged: billing.
via Intercom - 02
Front-line Agent · pulls context
$0.07Reads last 3 invoices, last 30d activity, and Stripe customer record.
via Stripe - 03
Front-line Agent · diagnoses
$0.04Two charges: legitimate annual + accidental monthly upgrade attempt.
- 04
Refund Analyst · drafts refund
$0.03Refund $19 for the failed monthly upgrade. Within auto-approve threshold.
via Stripe - 05
Front-line Agent · replies
$0.06Acknowledges, refunds, explains. Total response time: 6 minutes from first message.
via Intercom - 06
Knowledge Writer · writes article
$0.12Spots this is the 4th similar ticket this month. Writes 'Why am I seeing two charges?' KB article.
via Notion - 07
Bug Reporter · files engineering issue
$0.05Logs the failed-upgrade UX bug to Linear with repro steps.
via Linear
Every cost above is real money, visible in your /costs dashboard the moment it's spent.
Your stack
Tools this template assumes you'll bring.
The customer-facing SaaS you keep your own relationship with. Agent Hive wires up the MCP connectors, you pay these vendors directly. Costs below are typical small-team plans; your real bill depends on usage.
Intercom / Zendesk
Helpdeskrequired
$89/mo
Where tickets live; agents reply through it.
Wired via Agent Hive →Status page (Statuspage / Better Stack)
Status
$29/mo
Where outage comms post.
Total monthly cost
What this business actually costs to run.
Agent Hive's plan + the tokens this team burns + the SaaS you bring. No surprises, no usage cliffs.
Agent Hive plan
Per business, flat
$49
LLM tokens
≈ 12.5M tokens · capped at $290
$290
Your stack
3 tools · paid to vendors
$118
All-in monthly
Per business · before usage spikes
$457
Outcomes
What changes after import.
Numbers from operators running this template today. Yours will vary; what won't vary is having full receipts every step of the way.
Best for
- SaaS companies with 1k–100k customers
- Marketplaces with frequent transactional questions
- Any product with a Stripe billing surface
Worth knowing
- Complex enterprise tickets still need humans by design
- Auto-refund threshold should be tuned to your fraud profile
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