Software support
A support chatbot for your software or your SaaS
The agent answers your users from your help center, points to the page that says it and hands over to your support team when the solution is not there. It starts from the official software support template, “Support de votre logiciel”.
Free · 30 conversations/month
Product support, from your documentation
Your users ask how to turn an option on or invite a colleague, while the answer is already in your help center. Your support team spends its days sending links.
Most support questions are about usage: where a setting is, how to invite a member, what an error message means. The answers already exist in your documentation; what is missing is someone to fetch them for the user. The agent does it at any hour, and your team keeps the bugs, the locked accounts and the feature requests.
Visitor: How do I add a colleague to my workspace?
Agent: In Settings, then Members, click “Invite” and type their email address.
Source: your “Invite a member” article
What the agent does
- Imports your help center from its sitemap, then reads its pages again by itself, from once an hour to once a week.
- Answers with a link to the documentation page that says it.
- Switches agent with the page: one for the documentation, another for the pricing page.
- Opens a Zendesk ticket or a Salesforce case when it hands over.
What the agent does not do
- The agent has access to no account: it does not reset a password, unlock an access or cancel a subscription. It explains the steps, or hands over.
- It does not know whether your service is down: it points to your status page, if you gave its link.
- The widget does not tell the agent which user is signed in to your application: it answers everyone the same way and sees no account's data.
- Starting point
- The official software support template, “Support de votre logiciel”, fed with your documentation.
- What you plug in
- Your help center's sitemap, your support tool, the widget in your application or the REST API.
- Plan and channels
- One agent is enough to start, from the Free plan. From the Pro plan, 3 agents let you place one on the documentation and another on the pricing page, each with its own documents.
Setting it up, in four steps
Start from the template
The software support template, named “Support de votre logiciel” in the application, asks for two things: your product's name and your support address. Add, if you wish, the link to your documentation and the one to your status page.
Import your help center
Give your documentation's sitemap: up to 500 pages per import, within your plan's document limit. Then choose to have these pages read again every hour, every six hours, every day or every week, to keep up with their changes.
Set the handover
When a person is needed, the agent gives your support address. You can also have it create a Zendesk ticket or a Salesforce case.
Place it in your product
Paste the widget's script in your application or on your website, choosing the agent page by page, or call the agent through the REST API from your server.
Frequently asked questions
How does the agent stay up to date with my documentation?
You import your help center through its sitemap or page by page, then schedule these pages to be read again: every hour, every six hours, every day or every week. A page published after the import is added by its address. Under its answer, the agent cites up to three sources, so that the user can check.
Can the agent open a ticket in our support tool?
Yes, when it hands over: its handover rule creates a Zendesk ticket or a Salesforce case, or sends an email to your team. Another tool can receive the request through a webhook.
In which languages does it answer my users?
The agent detects the language of each message and answers in French, English or Arabic: these are the three languages it fully supports. For a product sold elsewhere, try it in the test space before publishing it.
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· Designed in France · Data partitioned per organisation ·