The Support Aijent
A second kind of Aijent that answers customer questions instead of selling, and hands anything it cannot answer to your team.
A Support Aijent answers customer questions from your knowledge base instead of selling. It never qualifies anybody, never books meetings and never screens visitors. When it cannot help, it raises a callback for your team. It is available on Growth and above, and the choice between Sales and Support is made when you create the Aijent and cannot be changed later.
Your usual Aijent is a salesperson. It qualifies visitors and books meetings.
A Support Aijent is a different job entirely. It answers questions from your knowledge base, and when it cannot help, it passes the person to your team. It never qualifies anybody and never tries to book anything.
When you want one
The clearest case is a business where existing customers and prospects both use the website, and they want completely different things.
A sales Aijent on your pricing page trying to book a meeting is right. That same Aijent on your help pages, trying to book a meeting with a customer who just wants to know their delivery date, is wrong and slightly insulting.
Running both, on different pages, means each person gets the Aijent that suits what they came for.
What it does differently
It answers, it does not sell. No qualifying questions, no working towards a meeting.
It does not book anything, so it needs no calendar.
It does not screen anybody. Screening and SureGate exist to protect your sales time. A support Aijent is there to help whoever turns up, so those settings do not appear for it.
It hands over rather than giving up. When the answer is not in your knowledge, it takes the person's details and raises a callback for your team, written to your CRM as a task so it lands in someone's to-do list.
Everything else works the same way: the same knowledge base, the same appearance settings, the same installation.
Creating one
The type is permanent
You choose Sales or Support when you create an Aijent, and it cannot be changed afterwards. If you get it wrong, you have to create a new one, and it counts against how many Aijents your plan allows. Decide before you create it.
- Go to the Aijents section and add a new Aijent.
- Give it an internal name. This is for you, not your visitors.
- Under Aijent type, choose Support.
- Create it.
The type is shown as a badge on the Aijent afterwards, so you can always tell which is which.
Setting it up
Give it the right knowledge. This matters more for a support Aijent than a sales one, because it has nothing else to fall back on and its whole job is answering accurately. Worth adding:
- Delivery times
- Returns and refunds
- Troubleshooting
- Account questions
- Opening hours
See your knowledge base.
Decide whether you need a phone number. There is a setting to require a mobile number before a callback is raised. Turn it on if your team calls people back; leave it off if they reply by email, since demanding a phone number will lose you some enquiries.
Give it its own voice. A support Aijent can sound different from your sales one. Calmer and more practical usually suits.
Putting the two on the right pages
Only one Aijent can appear on any given page, so each needs its own pages.
The usual split is your sales Aijent on your marketing pages, pricing and home page, and your support Aijent on your help, FAQ, delivery and account pages.
Each has its own install code. Put each one only where it belongs, and never both on the same page. See installing on your website.
Where support conversations show up
In your analytics, alongside everything else. A support conversation that raised a callback shows as an escalation.
Read them. They are the clearest possible list of what your customers cannot find on your own website, and every recurring question is something worth adding to your knowledge base or fixing on the site itself.
How many you can have
A support Aijent counts towards the number of Aijents your plan allows, the same as any other.
The Support Aijent is available on Growth and Pro. You can see your current plan and change it on your billing page.