Support Agent: answering & escalating
The Support Agent has two jobs — answer what it can from your knowledge base, and hand off cleanly when it can't.
How it answers
Every reply is generated from the knowledge sources you’ve added — FAQs, policies, product docs, or crawled URLs — retrieving the most relevant source for each question before it replies. It doesn’t yet look up order status, process refunds, or take account actions on its own.
How it escalates
- When a customer asks to speak to a human directly
- When its confidence in an answer falls below your configured threshold (if auto-escalation is on)
Every escalation includes the full conversation thread and the agent’s reasoning, sent to your configured escalation email — your team never has to re-ask the customer what they already said.
Configuring it
From the Actions tab: set a Greeting Message, an Escalation Email, and optionally override its default persona with your own system prompt. Turn on Auto-escalate on low confidence and set the threshold (0–1) that triggers a handoff instead of a guess.
Where it lives
Today, the only live channel is the embeddable website widget. See Website Chat Widget.