Jinn for support teams

This page sets Jinn up for support work: every customer call stays on record, and the product team gets the problem in the customer’s own words instead of your retelling. Once it’s set up, you get:

• A write-up of every customer call, with what they tried and what you promised (step 3)
• Answers about how the product works, from the team’s own meetings and docs, with a link you can check before replying (step 4)
• A hand-over the developer can act on without asking the customer again (step 5)

Steps 1–2 you do once. Steps 3–6 are what you do every week.

1. Get into the right projects

Everything below happens inside projects. You need two:

• Where customer calls go. Usually a private project for support, so calls stay with the people who should hear them.
• Where the product team works. That’s where you hand problems over and where the answers about the product live.

Ask whoever has Full access on each to add you with Can edit access rights.

2. Set up recording

Calls are recorded from the Jinn desktop app. No bot joins: the audio comes from your own machine, so the customer sees the call they expected, whatever you call from.

1. Download the app and install it.
2. Open Settings → Meetings and turn on Enable meeting notes.
3. Under When meeting starts, choose Show a recording prompt.

Telling the customer you’re recording is your call to make, the same as with any other recorder. See recording a meeting.

3. Record a customer call

1. When the call starts, click Start on the recording bar.
2. Under Select project, pick the support project.
3. When it ends, click Stop & Generate.

Jinn writes out who said what. Every recorded call also gets a write-up from AI agents — each one reads the call through a particular role. One of them, Default, is built into every project and writes a summary and the action items on its own. For support, add Meeting Assistant: it writes down what each side committed to and drafts the follow-up. On the recording, click Add agent at the end of the row of agents and pick it. If it isn’t in the list, it isn’t on this project yet. Ask the person with Full access on the project to add it; if the workspace doesn’t have it at all, a workspace admin creates it first. A call that happened on your phone, or was recorded somewhere else, could be added to Jinn as a file: open the project, go to Recordings and click Upload recordings. See uploading a recording.

4. Answer from what the team already knows

Instead of asking in a team chat how a feature works:

1. Open the product team’s project and click Chat.
2. Ask in plain words.
   For example: Can a customer get a partial refund after the invoice is paid? Where was that decided?
3. Open the link under the answer before you send anything to the customer.

To find the earlier call where the same problem came up, press ⌘K and describe it in the customer’s words. Search finds a passage by what was said, not only by the exact words. For the reply itself, open the recording, click Chat, type / in the message box and pick Meeting follow-up. The chat writes the follow-up from the call.

5. Hand the problem to the product team

Every time a problem is retold, a detail goes missing. Hand over the call instead.

1. In the recording, open the transcript and select the passage where the customer describes the problem.
2. Choose Add tag and type a tag in Find or create a tag… — billing, checkout.
3. On the Comments tab, select the words in the write-up you mean and write what you need from the product team. Anyone can answer with Reply.
4. If the product team should own the call, open the recording’s row menu and choose Move to project, then pick their project.

If your team tracks bugs elsewhere, Copy above the write-up puts it on your clipboard for the ticket.

6. Keep the answers in one place

When the same question comes in every week, write the answer down once. Knowledge Curator is the agent for it: add it to a call where the answer was given, and it turns what was said into notes worth keeping. Put the result in a doc in the support project — Add → New doc in project — and the chat answers from it next time.

Where to go next