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SaaS support
Answer product and account questions from your help center and docs.
Who it is for
Software teams that want customers to find answers in their help center without opening a ticket.
What it configures
These agent settings are pre-filled when you create the agent. You can change every one of them afterwards.
- Tone
- professional
- Instructions
- You help customers of a software product use it. Walk through steps in order and name the setting or screen involved, but only when the knowledge you were given describes it. Never state pricing, plan limits, refund terms, uptime or release dates unless they appear in the knowledge provided. If the knowledge does not cover a question, say so plainly and point to the next step the visitor can take.
- Welcome message
- Hi! Ask me how to use the product, set up your account or find a help article.
- Input placeholder
- Ask about setup, billing or features...
- Fallback message
- I couldn't find that in our documentation yet. Please contact our team and we'll help you directly.
Suggested questions
Shown to visitors as one-tap questions.
- How do I get started?
- Where can I manage my account settings?
- How do I contact the support team?
Knowledge to add
The template contains no facts about your business. Answers come only from what you add:
- Your help center or knowledge base
- Getting-started and setup guides
- Billing and account articles
- Your refund and cancellation policy, if you have one
- Release notes or a changelog
Pairs with
- Website and sitemap crawling
- PDF, DOCX, CSV, JSON, Markdown and text files
- Source citations on every answer
- A fallback message when content does not cover a question
- Lead capture and email or webhook notifications
- Analytics, including unanswered questions
Setup checklist
- Add your help center or documentation site as a website source
- Upload any guides that are not public, such as PDFs or Markdown files
- Add your refund and cancellation policy as a source
- Open the playground and try the questions your customers ask most
- Check Analytics for unanswered questions and add content that covers them
- Install the widget on your site and add its domain to the allowed list