Support agents that answer from your own policies
A customer support agent in Definable answers your customers on WhatsApp, Slack, Telegram and its own web app, using your policies and help docs as its knowledge. Every conversation keeps a trace of what the agent read and did, and when it can't do a job it files a report for your team.
How a support agent works
- 01
Answers from your policies
Upload policies and help docs to a knowledge base. The agent searches them for the words in each question and reads what matches.
Knowledge - 02
Where customers already are
WhatsApp, Slack, Telegram and the agent's own web app all reach the same agent, with the same instructions and knowledge.
Channels - 03
Tells you what it couldn't do
When a question needs a tool or an answer the agent doesn't have, it files a report, so the gap gets fixed instead of repeated.
Reports - 04
Every answer explained
Each conversation's trace shows every model call and tool call, so a wrong answer leads to the step that caused it.
Traces
Customer support FAQ
Where can I put an agent?
Slack, WhatsApp, Telegram, the Chrome extension and a web app that comes with every agent. More channels are on the way.
How does WhatsApp work?
You link a WhatsApp number the way WhatsApp Web does, and the agent answers one-to-one chats on it. It's an unofficial connection, so WhatsApp can ban the number; use one kept for the agent.
How does an agent learn about my business?
Upload files to a knowledge base: PDFs, Word, Excel and PowerPoint files, markdown, CSV, JSON and more, up to 10 MB each. The agent searches them by their words and walks the folders, reading the files a question needs. Scanned PDFs aren't read yet.
What is the agent's web app?
Every agent gets a page of its own that you can share with customers. You decide who gets in: sign-in with Google or an email code, limited to your domains if you like, and questions people answer before they start. Leave sign-in off and people come in as guests.