Knowledge
It answers from the knowledge bases you attach, such as your product docs, FAQ links 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 Agent That Keeps Your Customers Answered
AI customer support is an agent on Commt you set up to answer customer questions from your product docs. You add your docs, FAQ links and handbook to a knowledge base or import one you have, then pick channels like Slack, Microsoft Teams, WhatsApp, Zendesk and Gmail. You write in its instructions when it hands a case to a person.
The problem
Customers ask the same questions in your chats, inboxes and social comments. The answers sit in your product docs, FAQ pages and handbook, but someone on your team has to find them each time. A support agent answers from those sources, opens Jira tasks for issues and passes customer messages on to your IT team, so your team can take the cases that need a person.
How it works
Add your docs and FAQs
Add your product docs, FAQ links 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.
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.
Keep the docs current
When an answer is wrong or missing, update the product docs in your knowledge base.
What it uses
What the agent can reach
Channels and tools
It works on the channels you connect and scope to it. 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
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.
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 an AI customer support agent?
An AI customer support agent answers customer questions from your documents instead of a person typing each reply. On Commt you set it up, attach your product docs as a knowledge base and connect the channels your customers use. You write in its instructions when it hands a case to a person.
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. Customer service AI on Commt works from the rules you write.
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 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. In Telegram it also replies in direct chats with your bot. Elsewhere you choose whether it replies to every message, to assigned conversations or as drafts a person approves.
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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.