The AI support agent, its knowledge, the website chat, the inbox, the help centre and unanswered questions.
- 1Create a free account and open Assist, then create your company (or join yours).
- 2Knowledge → Your website: paste your home or FAQ page and read the site.
- 3Try the agent with the questions customers ask; add knowledge where it doesn't know.
- 4Website widget → copy the line and paste it before </body> on your site.
- 5Answer chats that need you in the Inbox, and turn unanswered questions into help articles.
Why it says it doesn't know
It answers only from your knowledge, and only when the passages it found answer the question. Add the missing information (a page, a file or a help article) and ask again in the playground.
When it hands over
When the customer asks for a person or uses one of your handover words, is upset, needs something done, it's urgent, or the AI isn't sure. Your team is notified and the AI stops answering in that chat.
Replying from the inbox
Your reply appears in the customer's chat window and, if they left an email, goes by email too. Internal notes are never shown to the customer.
Check the snippet is on the page (before </body>), that the AI is switched on in Settings, and that you're using the latest key from Website widget.