CareLine — a support bot that resolves the issue or escalates it with context
A support bot for ecommerce and service teams: it checks order data, answers from the knowledge base and routes complex cases to the right specialist with the conversation and completed troubleshooting steps attached.
Challenge
Support teams answer the same questions every day: where an order is, why a payment failed and how to return an item. Routine requests lengthen the queue, so genuinely urgent issues reach an agent too late as well.
Customers end up repeating the story to the bot, the first-line agent and then a specialist. Knowledge articles, order data and troubleshooting history live in separate places, leaving no complete view of the case.
Solution
CareLine identifies the customer by order number or phone, checks live status in the internal system and answers only from approved knowledge. Every response retains its source, so the team can see exactly what the bot relied on.
For payments, security or complaints, the bot does not improvise. It sets priority and ownership, then gives the agent the customer record, a concise conversation summary and the checks already completed. The customer does not have to start over.
Scope of work
- Ticket categories, priorities and SLA rules
- Knowledge retrieval with visible answer sources
- Order, payment and delivery integrations
- Context-rich escalation and team routing
- Response quality review, audit log and agent workspace
- TypeScript
- Cloudflare Workers
- OpenAI
- RAG
- PostgreSQL
- Zendesk API
- WhatsApp Business API
Gallery
From the team
Good support automation is not a bot that tries to close every conversation at any cost. CareLine should resolve routine questions with confidence, show the source behind each answer and hand complex cases to an agent without friction. That way automation supports the team instead of creating another queue.
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