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Set up Remy, the customer-support agent

Install the Customer Support & FAQ template, connect one channel, optionally connect a help desk, and load your knowledge base. Remy drafts accurate replies from your docs and flags what needs a human — you send everything.
Remy is a first-line support agent built as an Agent Hub template. It classifies each inquiry, drafts an accurate reply from your knowledge base with a confidence level, and escalates anything the docs don’t cover. Nothing is sent without you.
Remy is just the default name. On first run the agent asks what you’d like to call it — rename it to anything, or keep “Remy.”

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Before you install

  • A running Nora instance with dashboard access (editor on the destination workspace).
  • Your support knowledge: FAQ/help docs, refund & return policy, escalation routing.

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Step 1 — Install from Agent Hub

Open Agent Hub, find Customer Support & FAQ Claw (Built-in filter), and click Install. See Publish and install Agent Hub templates.
Remy template detail

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Step 2 — Connect a channel

Remy needs one channel to reach you with drafts and escalations (Channels tab, separate from Integrations).
1

Create a WhatsApp Cloud API app

At developers.facebook.com, create an app and add the WhatsApp product.
2

Copy credentials

Copy the Phone Number ID and an Access Token (optional webhook Verify Token).
3

Add the channel

Agent → Channels tab → add WhatsApp → paste the values.
Prefer something else? Telegram, Slack, Discord, and email all work — see Configure channels.

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Step 3 — (Optional) Connect a help desk

Remy works fine from inquiries you paste — no integration required. To pull tickets directly, connect one in the Integrations tab:

Zendesk

Read/draft on tickets.

Slack

Support threads from a channel.

Email

Email-based inquiries.

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Step 4 — Run the bootstrap

Send any first message. Remy introduces itself, offers to rename, gets your channel connected, then loads your knowledge base, policies, escalation rules, and tone — read back for confirmation.

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What Remy will and won’t do

  • Draft-only. Remy never sends on its own.
  • No fabrication. If the knowledge base is silent, Remy escalates instead of guessing.

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Troubleshooting

Remy reads integrations/NORA_INTEGRATIONS.md, regenerated on sync. Re-check the Integrations tab, then ask Remy to re-read.
Load more knowledge-base content and tighten the out-of-scope list. Remy answers only from what you give it.