> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jinn.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Jinn for support teams

> Every customer call written up, answers you can check before you reply, and a hand-over nobody has to retell.

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](#3-record-a-customer-call))
* Answers about how the product works, from the team's own meetings and docs, with a link you
  can check before replying ([step 4](#4-answer-from-what-the-team-already-knows))
* A hand-over the developer can act on without asking the customer again
  ([step 5](#5-hand-the-problem-to-the-product-team))

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](https://docs.jinn.so/projects/manage-projects.md). 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](https://app.jinn.so/download) 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](https://docs.jinn.so/meetings/record-a-meeting.md).

## 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's recording bar floating over another window, showing the timer and the audio levels](https://mintcdn.com/jinn/48W-8QqP6SyFhGB7/images/meetings/record-a-meeting-bar.png?fit=max\&auto=format\&n=48W-8QqP6SyFhGB7\&q=85\&s=69ff0932ce76e2a1e46511ca6f60e7ad)

The recording bar, mid-call

Jinn writes out who said what. Every recorded call also gets a write-up from AI
[agents](https://docs.jinn.so/agents/add-an-agent.md) — 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](https://docs.jinn.so/meetings/upload-a-recording.md).

## 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.

   > [!TIP]
   >
   > 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](https://docs.jinn.so/find/search.md) 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.

![The transcript panel in Jinn with a passage highlighted and the tag box open: Find or create a tag…, a tag switched on, and Add tag](https://mintcdn.com/jinn/48W-8QqP6SyFhGB7/images/meetings/add-tag.png?fit=max\&auto=format\&n=48W-8QqP6SyFhGB7\&q=85\&s=be9ce79643378fbe67af797f7a7e8d8b)

Tagging the passage where the customer describes the problem

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

> [card] [Jinn for managers](https://docs.jinn.so/for/managers.md)
>
> Notes for the whole team from one recording, and who owns what in one question.

> [card] [Jinn for sales teams](https://docs.jinn.so/for/sales.md)
>
> Keep every customer call on record and write the follow-up from what was said.


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