Knowledge
It answers from the knowledge bases you attach, such as your product docs, FAQ pages and handbook. It cannot change any knowledge base. Web access is off by default, so it does not search the web unless you switch it on.
AI Customer Support
AI customer support agent that answers customer questions from your product docs, FAQ pages and handbook. It replies on the channels you connect, such as Slack, Microsoft Teams, Telegram, WhatsApp, Zendesk and Gmail. It also answers on your website or mobile app through an API call. In its instructions you write which cases go to a person.
The problem
The same questions keep coming in. The answers are already written, yet someone on your team types them out again each time. Over time the chore wears people down and the replies get worse. A bug report means opening a Jira ticket by hand. The agent answers the repeated questions from your docs and can open that ticket in Jira once you connect it, so your team takes the cases that need a person.
How it works
Add your docs and FAQs
Add your product docs, FAQ pages and handbook to a knowledge base, or import one you already have. Attach it to the agent, which reads the knowledge base and cannot change it.
Write the rules and the handoff
In the agent's system instructions, say what it covers and when it hands a case to a person.
Connect your channels
Connect the places customers write, such as Slack, Microsoft Teams, Telegram, WhatsApp, Instagram, Facebook, Zendesk, Gmail or Outlook, scoping each connection to this agent. To answer on your website or mobile app, call the agent through the API with an API key.
Choose when it replies
In Slack, Teams and Telegram it replies when you mention it in a channel or group it is invited to. In Telegram it also replies in direct chats with your bot. On the other channels you choose in setup when it replies.
Add Jira for tickets
Connect Jira if you want the agent to open a Jira ticket for a case your team has to fix.
Try it with real questions
Ask the agent real customer questions in the chat and compare its answers with your docs.
Go live
Invite the agent to your Slack or Teams channel or your Telegram group, or message your Telegram bot. On WhatsApp, Instagram, Facebook, Zendesk, Gmail and Outlook it answers on the account you connected. On your website or mobile app it answers when your app calls the API.
Keep the docs current
When an answer is wrong or missing, update the product docs in your knowledge base.
What the agent can reach
Channels and tools
It works on the channels you connect and scope to it. On your website or mobile app it answers through API calls you make. In Slack, Teams and Telegram groups it answers when mentioned and does not watch unprompted. With Jira connected it can open a Jira ticket. Zapier or an MCP server reaches other channels and tools. More connections give it more places to answer.
Handoff
The agent sets no handoff rules of its own. You write them in its system instructions.
Retention
Message text is kept for 30 days, encrypted, to measure answer quality. Thumbs-up, thumbs-down and errors are captured. Keeping conversations longer is your choice.
Questions
What is AI customer support?
AI customer support is an agent that answers customer questions from your documents instead of a person typing each reply. It answers in the channels your customers already write in.
Can AI replace customer service?
No. The agent answers the repeated questions from your docs. You write the cases that need a person, such as billing, bugs or legal questions. It follows those rules. Test it with real questions before you go live. It works alongside your team.
How does AI customer support work?
You attach your product docs as a knowledge base and connect your channels. When a customer writes in, the agent answers from those docs. When a case matches your handoff rules, it follows them.
Can an AI customer support agent answer in Slack and Microsoft Teams?
Yes. Invite the agent to a channel in Slack or Microsoft Teams and mention it with a question. Once mentioned it reads and writes in that channel. It does not watch the channel unprompted. Telegram groups work the same way. In Telegram it also replies in direct chats with your bot.
How does an AI customer service agent hand a case to a person?
You set the real person handoff in the agent's system instructions. Write which cases need a person and what the agent should do when it meets one.
Can an AI customer support agent create Jira tickets?
Yes, once you connect Jira. Scope it to the agent and it can open a Jira ticket when your instructions say a case needs your team. Jira is two-way, so it can also read and update issues in the projects you scope.
Which channels can an AI customer support agent answer on?
It answers on channels you connect, such as Slack, Microsoft Teams, Telegram, WhatsApp, Instagram, Facebook, Zendesk, Gmail and Outlook. In Slack, Teams and Telegram groups it replies when mentioned. On the other connected channels you choose whether it replies to every message, replies only in assigned conversations or writes drafts a person approves. It also answers on your website or mobile app through an API call.
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Start with the support agent
Create a customer support agent from this template, attach your product docs and connect your first channel.