> ## Documentation Index
> Fetch the complete documentation index at: https://noradocs.solomontsao.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Remy customer support

# 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.**

<Tip>
  **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."
</Tip>

## 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.

## 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](/guides/agent-hub).

<Frame caption="Agent Hub — Customer Support & FAQ Claw template detail before installation">
  <img src="https://mintcdn.com/sttechnologyllc/A_pk5LchBKKfnyIr/images/guides/agent-templates/remy-customer-support.png?fit=max&auto=format&n=A_pk5LchBKKfnyIr&q=85&s=8654f6260053e1897870075ff26eda0c" alt="Remy template detail" width="1512" height="1080" data-path="images/guides/agent-templates/remy-customer-support.png" />
</Frame>

## Step 2 — Connect a channel

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

<Steps>
  <Step title="Link WhatsApp in Nora">
    Open the agent -> **Channels** tab -> **WhatsApp** -> **Link**.
  </Step>

  <Step title="Scan the QR code">
    Complete the pairing prompt from WhatsApp. OpenClaw WhatsApp uses QR/link pairing, not a
    Phone Number ID and access-token form.
  </Step>

  <Step title="Confirm the channel">Return when Nora shows the channel linked or connected.</Step>
</Steps>

Prefer something else? Use Telegram, Slack, Discord, or another OpenClaw channel from the catalog — see [Configure channels](/guides/channels).

## 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:

<CardGroup cols={3}>
  <Card title="Zendesk" href="/guides/integrations/zendesk" icon="headset" arrow>
    Read/draft on tickets.
  </Card>

  <Card title="Slack" href="/guides/integrations/slack" icon="slack" arrow>
    Support threads from a channel.
  </Card>

  <Card title="Email" href="/guides/integrations/email" icon="envelope" arrow>
    Email-based inquiries.
  </Card>
</CardGroup>

## 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.

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Remy says a help desk isn't connected, but I added it">
    Remy reads `integrations/NORA_INTEGRATIONS.md`, regenerated on sync. Re-check the
    **Integrations** tab, then ask Remy to re-read.
  </Accordion>

  <Accordion title="Answers feel generic or wrong">
    Load more knowledge-base content and tighten the out-of-scope list. Remy answers only from what
    you give it.
  </Accordion>
</AccordionGroup>