24/7 customer support
Resolve common questions instantly and hand off the rest
Most support tickets are the same five questions asked in different ways. A support assistant handles those automatically, pulling answers from your help centre, FAQs and product docs. It cites its sources so customers can verify the answer themselves. For anything it can't handle confidently, it creates a handoff with a full conversation summary, the customer's details and a suggested next step. Your support team picks up where the assistant left off without asking the customer to repeat themselves.
How it works
Here's what a real conversation with your Support Hub assistant looks like.
Support Hub
AI assistant
What you get
Knowledge from help centre articles, FAQs and policy docs
Source health scoring ensures stale content gets flagged
Citations on every answer so customers see where it came from
Handoff with transcript, summary and suggested resolution
Source gap detection logs unanswered questions for your content team
The outcome
Customers get answers in seconds rather than hours. Your support queue shrinks and your team focuses on the cases that actually need a human.
Set it up in 5 steps
Create an assistant with your brand voice and support policies
Connect your help centre via sitemap or URL sources
Configure handoff triggers for low confidence and failed lookups
Deploy the web widget on your contact and product pages
Monitor the Source Health Centre to keep your knowledge fresh
How each feature helps
These are the platform features that make this use case work. Each one plays a specific role in delivering results.
Knowledge sources
You give your assistant information to learn from. Upload documents, paste URLs or connect cloud folders. The assistant reads everything, breaks it into chunks and uses the relevant bits when answering questions.
Human handoff
When the assistant can't help or the customer asks for a person, it hands the conversation over to your team. The handoff includes the full transcript, a summary and a suggested next step so your team can pick up without asking the customer to repeat themselves.
Source health centre
Not all knowledge is created equal. The source health centre scores every document and URL on freshness, how often it gets used in answers, how often those answers get cited and whether it has any parsing errors. Bad scores mean the source gets deprioritised automatically.
Recovery loops
Instead of saying "I don't know" and leaving the customer stuck, the assistant tries harder. It rephrases its search, asks a clarifying question, offers a form to fill in or connects them with a human. If the same gap keeps coming up, it logs it so your content team can fix it.