Customer support · Early access
Give customers answers. Give your team the context.
Give customers a place to ask, understand the answer, and keep going. Use your knowledge in a deployed agent, with your team ready to continue from the context the customer has already shared.
Get Help.ai updates- Answers from your selected knowledge
- AI and operators in the same conversation
- Cases and insight for follow-up
A useful answer and a useful next step belong together.
Some customers need a quick explanation. Others need someone to understand an exception or take responsibility for an unresolved issue. Help.ai brings agent replies, visitor conversations, operator controls, and linked Cases into the same workspace so the context remains available as the work changes.
Make your knowledge useful in a conversation
Give an agent the product information, policies, and Q&A it should consult. Set its purpose and instructions around the questions your customers actually ask.
Let a person step in with context
An operator can review the visitor conversation, take it over, reply, and return it to the AI agent. The interaction can move between AI and your team as the situation requires.
Keep follow-up work together
Link a conversation to a Case, add internal notes, and involve the right workspace members. Keep the objective and its supporting conversations together.
Prepare the answers. Stay close to the conversation.
Set up the agent and its knowledge
Define the questions it should help with, select relevant ready Library items, and choose the available tools it may use. Review the instructions before placing it in front of customers.
Support the visitor in the right mode
Use the deployed agent for customer conversations. Your team can monitor the conversation, respond to an operator request, or take over when personal attention is needed.
Follow through and improve
Use Cases for ongoing work, review Signals for suggested follow-up needs, and inspect feedback and conversation analytics to find questions that need clearer answers.
Support beyond a list of frequently asked questions.
Keep the assistance tied to the customer’s question and the action your team can actually take.
Product and service questions
Explain how something works using the information you provide. Give customers a way to ask a follow-up instead of searching through unrelated pages.
Setup and onboarding help
Clarify requirements, explain a step, and help a customer describe what is blocking progress. Bring a person into the conversation for an exception or unresolved issue.
Requests that need team attention
Keep the conversation alongside a Case with an objective, people, internal notes, and activity. Use it to coordinate the work required to resolve the request.
Recurring questions and product feedback
Review conversation patterns, explicit visitor feedback, and AI-inferred Signals. Use the evidence to improve instructions, knowledge, or the process itself.
The conversation is part of a wider support process.
These workspace capabilities help your team keep the original context and see what needs attention.
- Operator controls
- Visitor conversations show who is responding. Operators can take over and later return the conversation to the agent; another operator’s current ownership remains visible.
- Cases, notes, and people
- Group related AI Chat, agent, and visitor conversations around one objective. Add workspace-only notes and select assignees and participants for the work.
- Signals for review
- AI-detected Signals can identify support needs, onboarding blockers, cancellation risk, or product feedback and suggest a next step. They are information for review, not proof that a follow-up action ran.
- Conversation and model insight
- Review visitor feedback, conversation breakdowns, and model/tool performance. AI-inferred sentiment and satisfaction measures are labeled separately from direct customer feedback.
Questions about Customer support
Which product talks to customers?
A deployed AI Agent handles visitor conversations. AI Chat is for your team’s own work, such as preparing a response or reviewing information. Operators join the visitor conversation through the workspace’s visitor-chat surface.
Can a human take over and then return the conversation?
Yes. The operator controls support taking over, replying, and returning the conversation to the AI agent. The cycle can repeat; the conversation does not become a separate transcript each time.
Do Cases provide a complete ticketing service?
Cases organize an objective, people, notes, activity, and linked conversations. Confirm any additional inbox channels, ticketing rules, or service commitments your support process requires before treating them as available.
Can the agent change something in another system?
That depends on the connected account, available tool, assigned permissions, and the particular action. A product answer, a draft response, and a change in an external system are different capabilities.
Are all satisfaction measures customer ratings?
No. Direct visitor feedback and AI-inferred analytics are different signals. The workspace distinguishes them and shows processing freshness so your team can interpret the results in context.
Help with the question. Follow through on the need.
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