What exhausts a support team is not the hard problems — it is the same ten questions asked for the hundredth time. The Customer Support Agent is a digital worker that takes that repetition over: it answers from your knowledge base, walks people through technical issues step by step, and hands the conversation to a real person the moment it cannot resolve it.
Where your website's incoming requests land today
- Most incoming tickets are questions already answered in your documentation.
- First response time depends on office hours; a ticket filed at night is opened in the morning.
- A new customer gets stuck during onboarding and nobody notices.
- Nobody follows up with the user who started a trial, and the lead quietly goes cold.
- The resolution steps for the same technical issue are explained slightly differently by every agent.
- A chatbot was tried once, but it was switched off because it said "I didn't understand" and walked customers into a wall.
What a website support chatbot closes on its own
- Answers product and service questions from the knowledge base
- Diagnoses technical issues and guides users through the resolution steps
- Guides new customers through onboarding
- Follows up with leads and moves them through the pipeline
- Records requests it cannot resolve and routes them to your team
- Hands off to live support with one click when it cannot resolve something
The critical difference: the agent does not invent what it does not know. Answers are produced from your knowledge base, and when there is no match the conversation goes to a human or becomes a logged request.
AI to human handoff in action
Customer: I'd like to return the item.
Agent: Your return window is still open. Let me send you the return steps.
Customer: Is shipping paid?
Agent: For this order, the contracted carrier appears to be free of charge.
Customer: I'd still like to talk to someone.
Agent: Of course, connecting you to our representative.
At that last step the agent goes quiet, and the representative takes over the conversation with the full prior exchange visible. The customer does not switch channels and does not repeat themselves.
You stay in control of handoff and permissions
- You set the handoff rules. You decide which agents have live support enabled, what your business hours are, and how long a request may wait. Outside business hours the customer is informed and the request is logged.
- Immediate notification. When a handoff request is raised you are notified by phone call, so critical conversations are not missed.
- Permission per tool. For every tool the agent connects to, you can choose automatic execution, approval first, or fully disabled.
- Audit log and conversation archive. Every tool call and every conversation is visible in the panel; tool records cannot be edited afterwards.
- Take over and release. After taking a conversation over, you can hand it back to the agent when you are done, or close the session.
How to add the AI live chat widget to your website
Answers are produced from your documents and website through the Knowledge Base. The handoff flow runs in the Live Support layer and works on WhatsApp, Instagram, Messenger and the Web Widget. Adding it to your site takes a single line of code through the widget in Access Channels. Unresolved requests become case records, and queries that need external systems run through Integrations. The agent improves over time through the Agent Learning Layer, which distills behavior principles from successful conversations.
The support agent's primary metric
Number of resolved tickets and first response time. Success is the share of conversations that close without ever reaching a human.
Recommended channels: Web Widget, WhatsApp
Other digital workers
This agent is part of our digital workforce. The two that overlap most with support traffic:
- E-Commerce Sales Agent — answers order, shipping and return questions from your real data.
You can put a digital worker on your support load today.