Building AI Customer Support Platform using OpenClaw

Our Goal Is to:

Build an AI Customer Support System using OpenClaw that can:

• Answer customer questions
• Search company knowledge
• Create support tickets
• Classify issues
• Escalate to humans
• Send email confirmations
• Track ticket status
• Generate reports

Final Architecture

Customer
↓
Website / Telegram / WhatsApp
↓
OpenClaw Gateway
↓
Customer Support Agent
↓
Knowledge Base
↓
Skills
↓
Tools
↓
Ticket Database
↓
Human Agent
↓
Customer

Phase 1 — Planning

Before touching OpenClaw, understand the business.

Prompt 1

Act as a Senior Customer Support Manager.
I want to build an AI Customer Support System for a software company.  Help me understand how a real customer support department works.

Explain:
• Customer journey
• Types of support tickets
• Support workflow
• SLA
• Priority levels
• Escalation
• Team roles
Do not explain AI.  Explain only how a real support team works.

Prompt 2

Now create a complete workflow for a software company's customer support department.
Start from: Customer sends a message
End at: Issue resolved
Include every step in between.  Output it as a flowchart.

Phase 2 — Business Analysis

Now understand what can be automated.

Prompt

You are a Business Process Consultant.  Analyze this customer support workflow.
For every step tell me:
1. Can AI automate it?
2. Should AI automate it?
3. Should a human approve it?
4. Which software is involved?
Output everything in a table.

Phase 3 — Requirements

Prompt

Act as a Senior Software Architect.  Design the complete requirements document for an AI Customer Support System.
Include:
Functional Requirements, Non Functional Requirements, User Roles, Features, Limitations, Future Scope and Generate a professional Software Requirement Specification.

Phase 4 — Database Design

Prompt

Design the database schema for an AI Customer Support System.
Include:
Users, Tickets, Messages, Attachments, Categories, Departments, Agents, Status, Priority, Escalations, Knowledge Base and Provide SQL tables and explain relationships.

Phase 5 — AI Planning

Prompt

You are an AI Solutions Architect.  I am using OpenClaw. Design the AI architecture.
Include:
Gateway, Workspace, Skills, Memory, Knowledge, Tools, Agent, Providers, Channels and Explain why each component exists.

Phase 6 — Skills

Now decide what Skills you'll need.

Prompt

Act as an OpenClaw Expert.

List every Skill needed for an AI Customer Support System.

For each Skill explain:

Purpose

Inputs

Outputs

Example

Priority

Dependencies

Expected Skills:

• Ticket Classifier
• FAQ Skill
• Knowledge Search
• Email Writer
• Escalation Skill
• Bug Report Skill
• Refund Assistant
• Billing Assistant
• Technical Support
• Ticket Summary

Phase 7 — Knowledge Base

Prompt

Help me design a Knowledge Base for a software company.

Organize documents into categories.

Explain how OpenClaw should search the knowledge.

Suggest folder structures.

Phase 8 — Conversation Design

Prompt

Design professional conversations for an AI Customer Support Agent.

Create conversations for:

Greeting

Angry customer

Refund

Technical issue

Billing issue

Feature request

Escalation

Closing ticket

Phase 9 — OpenClaw Workspace

Prompt

Design the ideal OpenClaw workspace for this project.

Show every folder.

Explain what belongs inside each folder.

Use a tree diagram.

Phase 10 — Build

Now finally start coding.

Build in this order:

OpenClaw
↓
Gateway
↓
Workspace
↓
Knowledge
↓
Skills
↓
Database
↓
Website
↓
Authentication
↓
Dashboard
↓
Chat
↓
Email
↓
Reports

Phase 11 — Testing

Prompt

Generate 200 customer support test cases.

Include:

Normal

Edge cases

Angry users

Spam

Duplicate tickets

Billing

Refunds

Technical issues

Feature requests

Security

Expected outputs.

Phase 12 — Deployment

Prompt

I want to deploy this project.

Explain:

Docker

Reverse Proxy

HTTPS

Domain

Backups

Monitoring

Logs

Scaling

Security

CI/CD

Phase 13 — Business Model

Prompt

Act as a SaaS Founder.

How can I turn this AI Customer Support System into a business?

Include:

Pricing

Plans

Revenue

Marketing

Customer Acquisition

Sales Funnel

Scaling

Recurring Revenue