Answer with context
Keep the explanation attached to its source.
Them AI for Customer support
Make the next answer better than the last
Support knowledge often lives with the person who solved the awkward case. Bring reviewed troubleshooting guidance, escalation criteria, and useful explanations into shared rooms, so the next teammate can find the reasoning behind an answer.
Mac-only for now. Free during the beta (invite-only).
Support roomShared room
You with your team
What should we check before escalating?
Them AI with company contextInclude the observed behavior, reproduction steps, and checks already attempted. The troubleshooting guide routes unexplained issues to the escalation owner with that context, rather than a guessed cause.
↗ Example troubleshooting guideReview with Support lead
After human approvalEscalation criteria
A useful record for the next person.
Illustrative workflow. Not a live conversation.
The work gets better when the context stays.
Good judgment belongs
with the whole team.
Escalate clearly
Pass along what was checked and why.
Keep useful lessons
Review repeatable guidance after a difficult case.
In the day-to-day
Work your team can bring to Them AI.
Start with the question. Keep the source. Make a person responsible for what comes next.
Customer support room Example 01
Which troubleshooting steps apply here?
Confirm the supported setup, then try the documented reproduction steps. If the behavior persists, record where the result differs from the guide and bring that question to the specialist.
↗ Example setup guideReviewed troubleshooting
Ask a question against approved support guidance instead of reconstructing a fix from memory. Check prerequisites and limitations with the cited source before a teammate shares instructions with the customer.
See how the workflow fits
- Bring
- Support guidance
- Review
- Support specialist
- Keep
- Checked steps
Customer support room Example 02
What belongs in the escalation?
Lead with the unresolved question. Follow it with reproduction steps, observed behavior, and checks already attempted. The escalation checklist keeps evidence separate from a possible explanation.
↗ Example escalation checklistBetter escalation
Separate observations from guesses before asking another team for help. Use a reusable escalation skill to organize the question, prior checks, and missing evidence, then review the summary for accuracy.
See how the workflow fits
- Bring
- Sanitized observations
- Review
- Escalation owner
- Keep
- Issue summary
Customer support room Example 03
Can we promise a resolution time?
The incident note confirms the issue but gives no resolution commitment. Share the confirmed impact and current response, then ask the incident owner whether there is an approved timing update.
↗ Example incident noteIncident wording
Give teammates one reviewed explanation of a known issue. Ask what is confirmed, what remains uncertain, and who owns the update before drafting a response that could become a promise.
See how the workflow fits
- Bring
- Approved incident note
- Review
- Incident lead
- Keep
- Response draft
Customer support room Example 04
What can the next teammate reuse?
Keep the diagnostic pattern, the verified fix, and the conditions where it applies. The review checklist also asks what would make the guidance unsuitable for a future case.
↗ Example review checklistReusable resolutions
After a case closes, decide which lesson belongs in shared knowledge. Keep the general pattern, supporting evidence, and exceptions, then ask an owner to review it before the team reuses it.
See how the workflow fits
- Bring
- Sanitized case lesson
- Review
- Knowledge owner
- Keep
- Resolution skill
These are example workflows to evaluate, not customer results. Connected agents use their own tools; Them AI is the shared context and review workspace.
From useful work to reusable knowledge
The conversation is
only the beginning.
Memory keeps the facts and decisions. Skills keep a way of working. People decide what deserves to become a shared reference.
Meet Rooms and the Collective- 01
Bring the context
Example troubleshooting guide
- 02
Make the human call
Support lead reviews the sources and proposed record.
- 03
Keep the method
Resolution outline
Make it real
Choose one recurring issue
Bring its approved troubleshooting guide and the teammate who knows its exceptions.
Discuss a design partnership
Before you begin
A few things
worth knowing.
Does Them AI send customer replies?
These examples support a human review workflow. Them AI does not promise native helpdesk actions or automatic replies.
Can we add customer tickets?
Human access is organization-wide today. Start with sanitized guidance, not sensitive tickets or customer records.
What is available during the beta?
Mac-only for now. Free during the beta (invite-only). Pilot cited guidance with a support owner before broader use.
What does the current beta include?
Shared rooms, memory with sources and review status, reusable skills, and MCP access for connected agents. Mac-only for now. Free during the beta (invite-only). Human room and memory access is organization-wide. Client-scoped MCP feeds restrict agent retrieval to that client's approved records plus approved firm-wide material. Do not treat a room as a private boundary for individual members. Read the access boundaries.
Bring one real workflow
Make the next project
better informed than the last.
Start with a question your team keeps answering. Bring the sources, the people who know, and the decisions worth keeping.
Mac-only for now. Free during the beta (invite-only).