User Guide

Teams, Agents & More

Manage your support team, configure escalation, customize the AI, and connect integrations.

Agents

Each team member who handles conversations is an agent. Agent profiles are linked to your organization's user accounts.

Roles

Role	Permissions
Admin	Full access: manage agents, teams, websites, settings
Agent	Reply to conversations, claim, manage assigned chats
Viewer	Read-only access to conversations and contacts

Teams

Group agents into teams for organized routing and assignment. Conversations can be assigned to a team rather than a specific agent, and any team member can pick it up.

Create teams from the admin settings page. Each team has a name and a list of member agents.

Escalation Flow

Escalation is how conversations move from AI to human handling. There are three states:

State	AI Active	Visitor Sees
Normal	Yes	Normal chat
Escalated	No	“A human will respond shortly” banner
Human responding	No	Normal chat (no banner)

Escalation is triggered in two ways:

Automatic — the AI determines the visitor needs human help and escalates on its own
Manual — the visitor clicks “Talk to a human” in the widget

When an agent replies to an escalated conversation, the escalation banner clears automatically and the conversation transitions to “human responding” mode.

Knowledge Base

Upload Markdown files to give the AI context about your product, policies, and FAQs. The AI uses this content to answer domain-specific questions accurately.

Content is refreshed automatically — changes take effect within minutes
Use concise, well-structured Markdown for best results
You can add multiple files covering different topics

Writing good KB files

Use clear headings, short paragraphs, and bullet points. The AI performs better with structured content than with long prose.

Integrations

Slack

Connect Slack to receive escalation notifications in a channel. Go to website settings and click Connect to Slack to authorize. Once connected, escalation events are posted to your chosen channel.

Email Notifications

Add one or more escalation email addresses in website settings. When a conversation is escalated, each address receives a notification with the conversation link and reason.

Email setup

Contact your account administrator if escalation emails are not being delivered. The sender email address needs to be verified before notifications can be sent.

Widget Customization

Each website has its own widget configuration in the settings panel:

Primary color — the accent color for the chat bubble and header
Welcome message — shown when a visitor opens the widget
System prompt — customize the AI's personality and instructions
Knowledge base — upload reference content for the AI