Setting up a Support Agent

This guide walks you through setting up an AI-powered support agent for your contacts.

What a Support Agent Does

A support agent answers contact questions using your documentation and FAQs. It provides accurate, consistent responses and can escalate to human support when needed.

Prerequisites

• Goldilocks account
• API key (from Installation page or Settings > Security)

Step 1: Add Knowledge

Your AI needs content to answer from. Choose one or more:

• Documents – Add text directly or upload PDF, DOCX, TXT files
• FAQs – Create question-answer pairs for common questions
• Website crawl – Import from your existing help center

Adding documents → | FAQs → | Website crawling →

Step 2: Create and Configure Your Persona

1. Go to AI Agents > Personas
2. Choose a persona from the Persona Catalogue (e.g., E-commerce Support or SaaS Support)
3. Click Add to My Personas and configure any required variables
4. Set tone (friendly, professional, etc.), response length, and escalation threshold
5. Add custom instructions for your business

Creating personas → | Configuring behavior →

Step 3: Set Up Escalation

Configure what happens when the AI can't help:

1. Go to Settings > Escalation
2. Set the escalation email
3. Configure when the AI offers human support

Escalation settings →

Step 4: Customize the Chat Interface

1. Go to Installation in the sidebar
2. Set agent name, welcome message, brand colors, logo
3. Use the live preview to verify

Chat branding →

Step 5: Test and Deploy

1. Use Training > Search to test questions and verify responses
2. Use the live preview to test conversations
3. Copy the embed code from Installation (click Get Embed Code in the Essentials section or header)
4. Add to your website before the closing </body> tag

Embed code →

Next Steps

• Configure signals to track conversation topics
• Review your first rundown for AI-generated insights
• Invite team members to help manage content
• Launch checklist before going live