---
title: "Query Resolution"
section: "Agent store — Customer Service — Customer Support"
canonical_url: "https://leverge.ai/agents/customer-service/customer-support/query-resolution"
category: "Customer Service"
process: "Customer Support"
trigger: "Triggered by an incoming message"
publisher: "Ailoitte Technologies Private Limited"
---

# Query Resolution

Classify an inbound customer message, look up the account, and draft a reply for your approval. Nothing is sent.

## At a glance

- Business function: Customer Service
- Process: Customer Support
- Runs: triggered by an incoming message — New support ticket
- Run cost: 4 credits
- Uses a knowledge base: yes

## What it needs

- **Inbound customer message** (message)

## How it works

1. Classifying the message
2. Looking up the account
3. Searching the knowledge base
4. Deciding how to handle it
5. Preparing the reply for approval

## What it returns

- **Classification** (classification badge)
- **Draft reply** (draft reply)
- **Account record** (table of results)
- **Knowledge base articles used** (references)

---

Source: https://leverge.ai/agents/customer-service/customer-support/query-resolution — Leverge