The AI chat widget lets customers get instant answers from your knowledge base before they ever need a human. Setting it up is a short, three-step path, and every later adjustment lives on the same agent form.
1. Enable AI support agents
Go to Settings > AI support agents and switch on AI support agents for your company. The feature needs a plan that includes it; if yours does not, you will see an upgrade prompt instead of the toggle.
2. Add an agent to a knowledge base
An agent is scoped to one knowledge base and answers only from that knowledge base's published content. There are two kinds, both managed from Support Agents in the sidebar:
| Kind | Where it runs | How to create it |
|---|---|---|
| Knowledge base chat bot | On the knowledge base's own public help center | Switch on the Enabled toggle in the Knowledge base chat bots table, or open the knowledge base's Chat settings |
| Widget agent | On your own website or app, via the install snippet | Click Create Agent under Widget Agents |
Both open the same agent form. Changelog knowledge bases cannot have a chat bot; there are no articles for it to answer from.
3. Configure and install
Work through the agent form, then copy the snippet:
- Appearance: colour, icon, avatar, name, and launcher behaviour. See Customise your widget.
- Scope and behaviour: which categories it answers from, extra context, and what happens when it hands off to a human. See Control what your agent answers.
- Lock-down: for a widget agent, the domains allowed to load it. See Restrict which sites can load your widget.
- Install: for a widget agent, click Install in its row to get the snippet. The Developer Docs walk through placing it on your site.