AI Agent
The AI agent is Help Desk’s first responder on connected channels (especially the web widget). Configure it under Support → AI Agent.
Do not use Settings → AI Agent config for production setup. Persona, knowledge base, and handoff live on this page.
Persona
Identity controls how the agent introduces itself:
- Avatar — upload PNG, JPEG, WebP, GIF, or SVG (max 2 MB), or pick an emoji
- Display name (default
Support AI) - Role / title (default
First responder) - Online — handling chats vs Offline — routing to humans
Also set tone of voice, personality traits, Use emojis, and Communication guidance (plain-language rules the model must follow).
Click Save & set persona live. Refresh the widget to see a new avatar.
Knowledge base
Add sources the agent can use after they are Indexed and Published:
| Source | Notes |
|---|---|
| Manual text | Available immediately after save |
| Public link | https page or a publicly shared Google Doc |
| Upload file | PDF, TXT, or Markdown, max 10 MB |
Statuses: Indexing, Indexed, Failed, Draft. Use Retry if ingestion fails. Private Drive files are not supported — export to PDF or TXT and upload.
Handoff policy
Control when the agent stops and a human takes over:
- Stop AI after escalation — customer messages go to the human queue; the AI does not reply again
- Keyword handoff triggers — escalate when the customer asks for a human
- Custom escalation keywords — comma-separated (for example
refund, cancel account, supervisor) - Assignment on escalation — Load balanced, Round robin, or Manual queue
- Operator handoff instructions — shown to the person who picks up
Save with Save handoff policy. Assignment method stays in sync with Settings → Routing & Assignment.
Widget install
If a Web Widget channel exists, use Copy install snippet on this page. Full steps: Web Widget integration.
Best practices
- Publish a small knowledge base before turning the agent Online.
- Keep custom keywords aligned with how customers actually ask for a human.
- Use Manual queue until you trust load balancing or round robin.