AI Support Agents

AI Support Agents

Your AI support agents are who your customers appear to be talking to. They answer web chat and email tickets automatically, drawing on your knowledge base, and hand off to your human team when they should.

Creating agents

On the Agents tab:

• Add an agent with a first and last name and a department.
• Upload an avatar photo for each agent. It’s stored with your brand assets and is shown in live chat replies.
• Edit or remove agents at any time. Changes flow to your live helpdesk automatically.

How many agents?

Your plan sets the limit: Starter 2, Growth 8, Pro 16, Enterprise unlimited.

There are no per-agent fees. Your monthly price covers your whole roster.

On upgrading: when you move to a larger plan, your agent roster automatically expands to the new tier’s limit with ready-to-use agents. You don’t have to rebuild it.

Giving them a personality

Names and departments aren’t cosmetic. They’re what your customers see in every reply, so pick names and departments that fit your brand and your team’s structure. An agent named for a real department (“Billing”, “Technical Support”) sets the right expectation for the conversation.

What your AI agents can and can’t do

They answer from your knowledge base. That’s the point – replies are grounded in your own documents and policies, not a generic model’s guesses. If the answer isn’t in your knowledge, they hand off to your human team rather than inventing one.

How confident they must be before answering is something you control. See Knowledge Base.