Build a support bot for your website

Create an AI support agent that answers customer questions 24/7 using your existing documentation.

What you'll build

A chat widget on your website that:

• Answers questions from your docs, FAQ, and help content
• Responds instantly, any time of day
• Reduces support ticket volume
• Hands off to humans when needed

Step 1: Create your bot

1. Go to your Chat Thing dashboard
2. Click New bot
3. Give it a name like "Support Assistant"
4. Set a first message: "Hi! How can I help you today?"
5. Add example questions your customers commonly ask

Step 2: Add your knowledge base

Connect your existing content:

Website/docs:

1. Add a Website data source
2. Crawl your docs or help centre
3. Set a CSS selector to capture main content (e.g., article or .docs-content)
4. Sync the data source

Notion:

1. Add a Notion data source
2. Connect your support docs or internal wiki
3. Select the pages to include
4. Sync

Step 3: Configure your prompt

Go to General Settings and customise your prompt:

You are a helpful, friendly support assistant for [Your Company].

You help customers with questions about our product.

Rules:
- Only answer based on the provided context
- If you don't know, say "I'm not sure about that. Would you like me to connect you with our support team?"
- Never make up features or pricing
- Keep answers concise and helpful
- Use a friendly, professional tone

Step 4: Add to your website

1. Go to Channels → Web
2. Copy the embed script
3. Add it to your website before </body>
4. Customise the widget colours to match your brand

Step 5: Enable human handoff (optional)

Add the "Talk to a Human" power-up so customers can escalate:

1. Go to Power-ups
2. Enable "Talk to a Human"

Tips for success

• Keep content up to date - Enable auto-sync
• Review conversations - Check My Chats to see what customers ask
• Iterate on your prompt - Refine based on real questions
• Add more content - If the bot can't answer something, add that info to your docs