A minion makes a tireless first-line support agent: it answers the routine 80% instantly, day or night, and escalates the rest to you with full context. Here's how to set one up properly so customers get fast, on-brand answers — and you only see what actually needs you.
1
Hire a minion and give it the support goal
Create a minion and set its goal to something like
Answer customer questions about our products, orders and returns. It gets its own private VM and is ready in about four minutes.2
Feed it your knowledge
Paste or attach the things customers ask about — your FAQ, returns policy, opening hours, product list, pricing. The more it knows, the more it resolves on its own. You can update this any time just by telling it.
3
Connect a channel (email + WhatsApp)
Give your minion its own email address, and connect WhatsApp and/or Telegram so it answers where your customers already are. From the dashboard it's a click each — no DNS or bot setup.
4
Set the escalation rules
Decide what it handles vs hands to you:
Answer FAQs and order-status questions directly. For refunds, complaints, or anything you're unsure of, draft a reply and flag it to me instead of sending.5
Start in 'draft' mode, then trust it
For the first day, ask it to draft replies for your approval. Once you're happy with the quality, let it reply directly to the routine questions and only escalate the tricky ones. You stay in control the whole way.
6
Review and refine
Check the conversation log in your dashboard. If a reply missed the mark, tell your minion how to handle that case next time — it learns your preferences and gets sharper.
Tip: the quality of replies depends on the brief — if you haven't yet, read how to brief your minion first. For the bigger picture on support agents, see AI customer support agents, and for Singapore-specific WhatsApp setup, the WhatsApp playbook.