How it works
From sign-up to your first AI-assisted reply
Most teams are answering real customers within an afternoon. Here is the whole process, and the rules the assistant follows.
- 1
Create a workspace
Sign up and name your workspace. Invite teammates as admins or agents when you're ready.
- 2
Add your help articles
Write articles or import your existing documentation, then publish the ones the AI may use.
- 3
Choose the AI mode
Start with suggestions or approval mode, then move to automatic replies with a confidence threshold that suits you.
- 4
Install the chat
Add your website to the allowed list and paste one script tag before the closing body tag.
<script src="https://api.your-supportflow-host/widget.js" data-key="pk_your_public_key" async ></script> - 5
Work the inbox
Conversations arrive live. Send or edit drafts, take over, add notes, and open tickets for longer work.
What the AI will and won't do
The limits on the right are enforced in code, not only in the AI's instructions, so a cleverly worded message can't change them.
It will
- Answer questions your published articles cover
- Tell the customer when it is passing them to a person
- Cite the articles it used, for your team
- Draft replies for an agent to approve
- Summarise long conversations for your team
It won't
- Issue refunds, credits or discounts
- Cancel or change orders or subscriptions
- Change account details or passwords
- Make promises or guarantees
- Use draft articles, internal notes or other workspaces' content
AI modes
- Off
- No AI. Your team answers everything.
- Suggestions on request
- Agents click “Suggest reply” when they want a draft.
- Draft every reply for approval
- A draft is ready for each new message; nothing reaches the customer until an agent sends it.
- Reply automatically when confident
- The AI replies when it is above your threshold and the topic is safe. Otherwise it hands over with a draft. Starter plan and above.