Customer support starts with what your business knows.

A knowledge base you can maintain

Add and update your business information in the Knowledge Base. The assistant retrieves relevant information when a customer asks a question, so a store can explain its return policy and a service business can explain how an appointment works.

Keep policies specific and current. Include the details a customer needs to make a decision, such as opening hours, location, eligibility, and what to do next. Review answers after changing your knowledge.

Set the way your assistant should help

AI Instructions let you describe your business’s preferred tone and guidance. Use them to explain what to ask before proceeding and when a request needs your team. Try representative questions in Agent Chat before sharing the assistant with customers.

• Check everyday questions and short follow-up messages.
• Try questions where the answer is missing or unclear.
• Review the response and improve the knowledge or instructions.

Give unresolved questions a human next step

When the assistant cannot support an answer with the available information, it can create a support ticket if Support Tickets is enabled. The customer receives a reference, and your team can review the question, add notes, and resolve it in the business portal.

A ticket is a request for your team to follow up. It does not mean a live agent has joined the conversation or guarantee a response time. Keep your customer-facing support expectations clear.

Get started with ai customer support

1. Request a business workspace and the features you need.
2. After approval, add your knowledge and assistant instructions.
3. Test customer questions, then share your website chat link or widget.

Common questions