Botdesk

Bot teams have arrived

Give every repeat question its own bot — order status, returns, FAQs — and keep your people for the conversations that need them.

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Noor Castellanos

Head of Support Automation at Botdesk

Noor leads support automation at Botdesk. She spent eight years running help desks for online retailers before switching sides to build the bots she always wished she had. She writes about putting support on autopilot honestly: which conversations bots should own, which ones they should hand over, and how small teams keep service warm while the routine runs itself.

Articles by Noor Castellanos

6 min read

Escalation done right: the handoff that keeps the context

Why customers forgive bots that hand over well: how an AI-written summary turns escalation from a restart into a relay, and where to draw the bot's boundaries.

6 min read

Night shift without a night team: 24/7 support on autopilot

How a bot night shift covers your inbox while everyone sleeps: what the bot answers alone, what waits for morning, and what your team finds when they log in.

6 min read

How many support questions can bots really close?

An honest breakdown of what support bots close on their own — order status, FAQ, returns — where humans stay essential, and how to estimate your number.