AI customer support chatbot that answers from your own content

What the conversation looks like

An illustrative example. Your assistant uses your own content, wording and flows.

1. Visitor

   Can I return a jacket I bought three weeks ago? I have worn it once.

2. Assistant

   Our returns policy accepts unused items within 30 days of delivery. Because the jacket has been worn, it would not qualify for a standard return. If there is a fault with it, the policy covers faulty items separately.

   Answer grounded in your uploaded returns policy PDF, with a citation
3. Visitor

   The zip broke the first time I wore it, so I think it is faulty.

4. Assistant

   I am sorry about that. Faulty items can be reported within the period stated in the policy, and the team will need a photo and your order number. Would you like me to connect you with a member of the support team?

   Answer cites the faulty items section of the same source
5. Visitor

   Yes please, I would like to talk to a human.

6. Assistant

   I have passed this conversation to our support team. They reply during working hours and will see everything we have discussed, so you will not need to repeat yourself.

   Your configured escalation message. The conversation appears in the inbox under Unassigned
7. Assistant

   Hello, this is Priya from the support team. I have read the thread. Please share your order number and a photo of the zip, and I will arrange a replacement.

   Reply typed by a human agent after claiming the conversation in the inbox

Set it up in 5 steps

1. 1

   Create a chatbot and add your support content

   Add your help centre or website URL, set the crawl scope and exclusions, and upload the policy documents customers ask about. Wait until each source shows Ready.

2. 2

   Test real questions in the preview

   Ask the questions from your last fifty tickets. Check each answer against its cited source, try a paraphrase, and ask something your content does not cover to see how the assistant handles it.

3. 3

   Switch on handoff and brief your agents

   Enable handoff, write the escalation and offline messages, and decide whether low-confidence answers should escalate automatically. Have a teammate claim and resolve a test conversation from the inbox.

4. 4

   Publish the widget or hosted chat page

   Paste the embed snippet into your website or share the standalone chat page. Additional channels such as WhatsApp, Slack and email can be connected when they are available for your plan and workspace.

5. 5

   Review weekly and close the gaps

   Read the knowledge gaps and topic clusters, correct weak answers, and update the underlying sources. Support quality improves because the content improves.