Customer support · Early access
Answers from your knowledge. People when it matters.
Your AI support agent answers from your policies, docs, and Q&A. When a customer needs a person, your team takes over the same conversation with everything already in view.
Get Help.ai updates- AI answers from your Library
- Live handoff with full context
- Cases, Signals, and analytics for follow-up
Most questions need an answer. Some need a person.
Help.ai handles both in one support platform. Your AI Agent answers what your knowledge already covers. Operators step into the same visitor chat for exceptions, and Cases carry the work that outlasts the conversation. The context comes along at every step.
Answers grounded in your knowledge
Give the agent your product docs, policies, and Q&A from the Library. Write its purpose and instructions around the questions customers actually ask.
Handoff without starting over
An operator takes over the live chat, replies, and hands it back to the AI agent. The customer keeps talking in one conversation, and your team sees everything already said.
Follow-up that stays organized
Link the conversation to a Case. Set assignees and participants, add internal notes, and keep every related conversation in one place.
Set it up once. Stay in the conversation.
Build the agent and give it knowledge
Write its instructions, select ready Library items, and choose the tools it may use. Review the answers before customers see them.
Deploy it and watch it live
Put the agent on your site as a widget, share a hosted page, or connect it through the API. Your team monitors visitor chats, answers operator requests, and takes over when a person should.
Follow through and improve
Track ongoing work in Cases, review AI-detected Signals, and read visitor feedback and conversation analytics. Then fix the answers that fall short.
More than an FAQ bot.
Every answer stays tied to the customer’s question and to what your team can actually do next.
Product and policy questions
Explain how a feature works, what a refund policy covers, or where to find an invoice, from the information you provide. Customers ask a follow-up instead of digging through pages.
Setup and onboarding help
Clarify requirements, walk through a step, and help a customer say what is blocking them. Bring a person in for the exception or the unresolved issue.
Requests that need your team
Open a Case with an objective, assignees, participants, and internal notes. Link the conversations behind it so whoever picks it up sees the full history.
Recurring questions and product feedback
Spot patterns in conversation analytics, visitor feedback, and AI-detected Signals. Use what you find to sharpen instructions, knowledge, or the process itself.
Everything after the first answer.
Support doesn’t end when the chat does. These tools keep the original context and show your team what needs attention.
- Operator takeover and return
- Every visitor chat shows who is responding. Operators take over, reply, and return the conversation to the agent. When another operator owns a chat, you can see it.
- Cases with people and notes
- Group related AI Chat, agent, and visitor conversations around one objective. Add internal notes only your workspace sees, and choose assignees and participants.
- Contacts and Signals
- Keep track of the people you support in Contacts. AI-detected Signals flag support needs, onboarding blockers, cancellation risk, or product feedback and suggest a next step. A Signal is for review; it doesn’t run the follow-up.
- Analytics and visitor feedback
- Review conversation breakdowns, visitor feedback, and model and tool performance. AI-inferred sentiment and satisfaction are labeled apart from what customers told you directly.
Questions about Customer support
What is an AI support agent in Help.ai?
It’s an AI Agent you deploy to talk to customers, answering from the Library knowledge and instructions you give it. Deploy it as a website widget, a hosted page, or through the API. Your team uses AI Chat for its own work, and operators join visitor chats from the workspace.
Can a person take over from the AI and hand it back?
Yes. An operator takes over the live chat, replies, and returns it to the AI agent. That can happen more than once, and it stays one conversation rather than a new transcript each time.
Is Help.ai a full AI helpdesk with ticketing?
Help.ai covers follow-up with Cases: an objective, assignees, participants, internal notes, activity, and linked conversations. If your process also needs other inbox channels, ticket routing rules, or service commitments, confirm those before you rely on them.
Can the agent make changes in other systems?
Only through a connected account and a tool you’ve enabled, within that account’s permissions. Tool steps can request approval before they continue. Answering a question, drafting a reply, and changing data elsewhere are separate capabilities.
Are the satisfaction numbers real customer ratings?
Not all of them. Direct visitor feedback and AI-inferred analytics are labeled separately, with processing freshness shown, so your team knows what it’s looking at.
Let AI answer. Keep your team in the loop.
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