Xagent Powered Support Bot
A support bot is an Xagent agent placed in front of your customers. It answers questions from your own documentation, works through troubleshooting with the customer, and hands over to a person when it should. Xagent ships a ready-made AI Chatbot Agent template for this, and you deliver it either as a chat bubble on your website or as a link you send to someone.
This page describes the shipped template
Everything below reflects the AI Chatbot Agent template and the delivery options available today. Items that depend on your own setup — or that we could not confirm — are called out in What needs confirming.
What It Is
The AI Chatbot Agent is a featured template in the Support category, described as responding to live chat enquiries instantly. Starting from it gives you an agent already written for customer-facing support work, which you then point at your own knowledge.
| Setting | Template default |
|---|---|
| Category | Support |
| Execution mode | balanced — thinks and acts in a loop, suited to conversation |
| Tool access | Basic tools, browser, files, and knowledge base retrieval |
| Suggested connection | Google Drive |
| Setup time | About 5 minutes |
What It Helps With
The template is built for three things:
- Answering common questions about your company or product, drawn from your knowledge base
- Handling many customer chats at once, each independently
- Troubleshooting — walking a customer through a problem step by step, and escalating to a person when needed
Its instructions cover product questions, account issues, troubleshooting, billing queries, and general support requests, and it is told to resolve the issue inside the conversation wherever it can rather than handing off by default.
Where It Is Available
A support bot reaches customers through one of two delivery routes. Both require the agent to be published first.
| Route | What the customer sees | Best for |
|---|---|---|
| Widget embed | A chat bubble on your own website or product | Always-available support on pages customers already visit |
| Share link | A hosted chat page opened from a URL you send | Pointing a specific customer or group at the bot without changing your site |
With the widget you also control which domains may load it, using the agent's allowed-domains list. A share link has no domain restriction — anyone holding the URL can open it.
How Customers Interact With It
Customers are anonymous guests. They do not sign in, and each visitor is kept separate from every other visitor automatically.
- The customer opens your widget or share link and a guest session is created for them.
- They ask their question, and can attach files if that helps.
- The bot replies in the same conversation, remembering what was already said in that session so the customer never has to repeat themselves.
- If the bot escalates, it passes on a summary rather than making the customer start again.
Guest sessions last 30 days. A guest cannot see anyone else's conversation, cannot view or change the agent's configuration, and cannot reach anything else in your account.
Building the Knowledge Behind It
A support bot is only as good as the material it can quote. Xagent ships three other Support templates that feed or complement it:
| Template | What it does |
|---|---|
| KB Writer | Turns your Google Drive and uploaded files into support articles and FAQs in Markdown — written specifically to feed the AI Chatbot. It flags gaps and conflicts in your source material and keeps articles current as those sources change. |
| Email Agent (Support) | Monitors the support inbox, sorts tickets by urgency and deadline, and drafts replies for a person to approve. |
| Inbox Manager | Triages new mail, drafts replies in your voice into Drafts (never sending without approval), and flags sensitive messages for you personally. |
A common pattern is to run KB Writer first to build the knowledge base, then attach that knowledge base to the AI Chatbot Agent.
Setting One Up
- Create the agent from the template — pick AI Chatbot Agent from Templates.
- Attach your knowledge base so answers come from your own documentation. Keep the
knowledgetool category enabled. - Add your brand voice and policies to that knowledge base. The template is written to match your brand voice from the knowledge base — without it, the bot falls back on a generic tone.
- Test it in the agent preview before exposing it to anyone.
- Publish the agent. Sharing and widget embedding both require this.
- Choose a delivery route — enable the widget and set your allowed domains, or enable a share link.
What It Will Not Do
The template sets deliberate boundaries. These are worth knowing because they are what keep an automated bot safe in front of customers:
- It does not invent answers. Responses are meant to be grounded in your knowledge base or verified customer data. If the answer is not there, it is instructed to say so and offer to escalate.
- It does not make commitments for you — no refunds, service credits, policy exceptions, or service-level promises unless your knowledge base documents them as standard entitlements.
- It escalates legal, regulatory, and contractual questions immediately rather than attempting an answer.
- It lowers its escalation threshold on sensitive topics such as billing disputes, complaints, and expressions of frustration, and is told to acknowledge the customer before trying to resolve.
- It does not close a conversation as resolved unless the customer confirms it or a clear handover has happened.
Guest conversations are billed to you
Every conversation a customer starts through your widget or share link runs as your agent and counts against your team usage. Share links carry automatic limits — 500 conversations per link per day and 60 per visitor per hour — so one public link cannot drain your quota. See Sharing Agents.
Access and Permissions
- Only the agent owner can enable, rotate, or disable a share link or widget key.
- The share token and widget key are secrets — anyone holding a share URL can talk to the bot.
- Unpublishing the agent immediately closes guest access, even though the link still exists.
- Rotating a share token breaks every link already distributed; rotating a widget key stops every embed already installed until the snippet is re-copied.
What Needs Confirming
Open items — not yet documented as fact
These came out of reviewing the template against the product and need a product decision or confirmation before we document them as working behaviour:
- CRM lookup and write-back. The template instructions describe reading a customer record from a CRM at the start of a conversation and writing resolution notes back afterwards. However, the template does not ship with a CRM connection enabled — its suggested connection is Google Drive, and its tool categories do not include connector access. A CRM integration would have to be added and authorised separately. Treat CRM behaviour as requiring setup, not built in, until confirmed.
- Escalation to a human agent. The instructions tell the bot to escalate and to prepare a handover summary, but we could not confirm what escalation delivers in practice — whether a person is notified, and through which channel. Needs confirmation.
- Screenshots. This page has none. Screens of the template picker, widget settings, and a live guest conversation would help, and should come from a current build rather than being recreated.