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Agents

Support Agent: the agent that picks up tickets as they sync from your helpdesk and answers them with an investigation behind each one. Private agent: the Support Agent working from everything you’ve connected, internal data included, and drafting replies for your team to send. Public agent: a second agent that answers customers directly from public articles, public repositories, and your status page, with a verifier checking every sentence before it goes out. Private agent replies: lets the private agent send its own drafts to customers once they clear your guardrails and confidence threshold.

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Investigating a ticket

Investigation: the write-up the private agent leaves for your team on each ticket, following the sections you define. Capability: one thing the agent can look up while investigating, such as Logs Investigation, with its own switch that works independently of the integration behind it.

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Controlling what it says

Routing category: a kind of ticket described in your words, plus which agent answers it: public, private, or both. Reply instructions: up to 1,000 characters on a routing category that both agents follow on every reply in it. Policy: a step-by-step procedure the Chat Widget agent follows for one kind of request, like a refund, where the order of the questions is the process. Guardrail: a check that holds a private agent reply or payment action as an internal note instead of sending it. Voice: the tab where you set an agent’s tone and signature.

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Sending to customers

Preview: the agent posts what it would have sent as an internal note, and every reply mode and routing category starts here. Live: the reply goes to the customer, but only when the agent-wide and category delivery are both Live and the reply clears its checks.

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Running the agent on a ticket

Run: one pass of the agent on a ticket, leaving an investigation and a drafted reply, with every run kept in the ticket’s timeline. Deploy agent: the button on a ticket the agent hasn’t run on yet, such as one your skip rules caught. Re-run: runs the agent again with added instructions, attachments, or a different set of messages, from the ticket’s action bar.