The Support AI Agent comes pre-loaded with troubleshooting workflows, objection handling, and escalation logic so you can launch a fully functional support bot without starting from scratch.
Getting Started
Find and click the AI & Automation icon in the left menu. Then click AI Agents and click + New AI Agent in the top right.
AI Agent Actions
Your Support AI Agent can perform a set of actions when Success or Fallback criteria are met.
Available actions for both outcomes:
Send a message
Leave a contact note
Add or remove a tag
Success Actions
Triggered when the contact confirms their issue has been resolved, or when all required objective fields have been collected.
Fallback Actions
Triggered when the contact refuses assistance, the session times out, or the message limit is reached without resolution. Use Fallback to route the conversation to a human rep or send a handoff message.
Autoreminders
Every Support AI Agent includes built-in follow-up reminders. If a contact doesn't reply, the agent will automatically send a nudge to keep the conversation alive.
By default, your agent sends 2 reminders over 3 days. You can adjust the frequency and window using the Subtle, Steady, or Assertive options.
You can disable autoreminders on a per-agent basis using the toggle in the Auto Follow-up section.
Testing Your Support AI Agent
Test your Support AI Agent before going live to confirm it behaves as expected.
Save your changes before starting a test session. We recommend multiple rounds of testing.
Publishing Your Support AI Agent
Once satisfied, click the Publish toggle at the bottom of the page.
You'll have the option to enroll contacts that already meet your enrollment criteria or skip them. While active, any new contact that matches your enrollment criteria will be enrolled automatically.
Enrolling Contacts in an Active Support AI Agent
You can enroll contacts into an active Support AI Agent from both the Contacts and Conversations pages.
Handling opted-out or blocked contacts:
Opted-out or blocked contacts are automatically skipped during enrollment
The "Enroll in AI Agent" option is disabled for these contacts in the Contact Sidebar, with a tooltip explaining why
If any selected contact is opted-out or blocked during a mass action, the enroll option is disabled for the entire selection
Quiet Hours
Support AI Agent messages, including autoreminders and AI-generated first messages have to follow the Quiet Hours settings. If a message is scheduled during a restricted window, it is held and delivered automatically at the next available sending time.
Pause and Resume AI Agent Sessions
You can pause an active Support AI Agent conversation at any time to step in manually on a sensitive or complex issue.
Click Pause on an active conversation to take over.
Reply to the contact as needed.
Click Resume when you're ready to hand the conversation back to the agent.
If you don't resume manually, the agent will automatically resume after 1 hour.
All pause and resume actions are logged in the conversation timeline.
Frequently Asked Questions
Can the Support AI Agent answer questions from my uploaded files?
Yes. Enable the Knowledge Base toggle in your agent settings and upload the relevant documents. The agent will reference those files when answering contact questions.
What triggers the Success or Fallback action?
Success is triggered when the contact confirms their issue is resolved, or when all required objective fields have been collected. Fallback is triggered when the contact refuses assistance, the session times out, or the message limit is reached without resolution.
Can I edit the pre-filled instruction set?
Yes. The support instructions are a starting point. Customize them to match your product details, escalation contacts, troubleshooting steps, and brand voice.
Is there an additional cost to use the Support AI Agent? Yes. We charge 2 extra credits for every message processed or generated by the agent.
Need Help? ✋🏻
Contact us on live chat or send an email to us at [email protected].